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Director, Customer Success, Digital Marketing

Broadridge

Broadridge is the leading provider of investor communications and technology-driven solutions—helping broker-dealers, banks, mutual funds, and corporate issuers manage risk and accelerate growth.

Contents:
Are you seeking a position within a growing company? Broadridge is hiring! Our mission is to attract, develop and retain outstanding talent. Being a place where exceptionally driven and hardworking people want to work is how we deliver award-winning services to our customers and ultimately build customer value! We are looking for a Director of Customer Success with a strong background in digital to support our enterprise content marketing Customers. You will be responsible for new customer implementation and relatio nship management as well as ensuring adoption and engagement with the Broadridge platform. The Director will play an integral role in the growth of our business by building strong working relationships with each and every customer and driving annual renewals and upsells. Customer Success works collaboratively w/ cross-functional teams including Sales, Business Development and Product Management to accelerate usage and relay customer needs.

Responsibilities:
Deliver and drive overall vision and strategic plan for the Customer Success organization, focusing on leading a consultative, positive customer experience and driving strong relationships with key customer home office staff.
Drive customer outcomes, adoption and customer experience
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Reduce churn and drive new business growth through greater advocacy< /li>
Gather feedback from customers for continual process, service, and product improvements
Maintain expertise on industry trends/practices and competitive landscape
Lead and nurture executive relationships with customers, including management of executive-level escalations
Ensure customer expectations are exceeded consistently
Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
Drive strategic planning sessions with senior enterprise stakeholders to ensure customers are able to fully leverage Broadridge to meet their performance and operational efficiency goals
Build and lead world-class team :
Develop a robust customer success team
Provide insight and recommendations to continuously improve the customer success model, integrating processes, content and data to/from s takeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
Foster collaboration within Broadridge and with customers
Drive operational practices to track performance of teams and individuals
Work closely with the sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
Proactively create and deliver compelling and consultative presentations (decks) in collaboration with Sales and Product Management team
Drive Results:
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Reduce churn and drive new business growth through greater advocacy
Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the orga nization.
Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate
This role is focused on post-sales customer success management and includes project management and technical support-related skills.
Qualifications:
7 – 10 years of management experience leading teams in a digital marketing , CRM, financial technology, SaaS, or enterprise software company
5 years’ experience leading customer success managers, account management, or sales teams with demonstrated success leading distributed teams across cultures, lines of business, and geographies. Professional services experience is a plus.
We’re seeking candidates with proven experience supervising teams and leveraging customer success best practices
Strong grounding in digital marketing fundamentals and proven track record to strategically optimize marketing R OI
Strong analytical and problem-solving skills, able to evaluate both quantitative and qualitative information
Strong ability to create consultative presentations for customers and prospects
Strong operational skills that will drive organizational efficiencies and customer satisfaction
Consistent track record to develop strategies, translate them into initiatives and supervise successful delivery
Strong management presence and leadership ability, with outstanding communication and interpersonal skills that inspire and empower teams
Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Able to collaborate across the organization and with external stakeholders
Experience successfully working with sen ior (C-level) executives
Position can be remote

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Director, Customer Success, Digital Marketing

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Broadridge

Broadridge is the leading provider of investor communications and technology-driven solutions—helping broker-dealers, banks, mutual funds, and corporate issuers manage risk and accelerate growth.

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