Hybrid Brands Account Director

at LiveRamp

• Job title: Brands Account Director
• Job type: Full Time
• Experience level: Lead
• Salary: $81,000 - $111,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Francisco, United States

About the role

• Account Director at LiveRamp leading executive-level customer relationships for strategic Brand customers. Collaborating cross-functionally to enhance customer engagement and success.

Responsibilities

• Invest significantly in building and nurturing executive-level customer relationships with LiveRamp’s most strategic Brand customers and manage a portfolio of clients end-to-end
• Champion customer-centricity across LiveRamp, and collaborate across internal teams to improve the customer journey
• Partner with cross-functional teams. Evolve the tools, processes, and strategy for customer engagement and segmentation as LiveRamp’s Brands business continues to grow
• Be dedicated to continuously improving customer health, ensuring customers are adopting LiveRamp products and solutions
• Coach and mentor CSMs of the Brands Customer Success team, while sharing best practices in Customer Success as needed
• Effectively identify and lead cross-functional initiatives to improve the customer experience
• Address challenging customer requests and engage in issue resolution as needed
• Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders
• Lead renewal strategy and forecasting with rigor: run mitigation sessions, coach to value-selling methodology, challenge assumptions, and maintain renewal forecast accuracy. This includes contract negotiation and its corresponding paperwork
• Ensure customers realize value and adoption, coaching teams to become trusted advisors who demonstrate wins and drive long-term growth

Requirements

• Enterprise B2B SAAS CSM experience, with specific emphasis on Media Buying & Measurement and Collaboration or Identity
• Minimum of 5 yrs as CSM/Account Director, or 7+ years customer facing with 2 in CS
• History of growth in seniority of roles or size of accounts preferred
• Must have experience with accounts $2M+ in ARR, or negotiation and project management skills
• Nice to have experience in managing 3-5 highly strategic accounts
• Or have experience managing 20+ $500k+ accounts at once
• Familiarity with LiveRamp and its role in ecosystem, either from brand client or platform side
• Familiarity with Clean Room solutions, Measurement and/or Collaboration use cases
• Familiarity with Salesforce or other CRM Software
• Experience drafting and delivering QBRs, executive summaries
• Experience managing renewals and partnering with Sales on upsells/cross-sells
• Strong leadership capabilities: Ability to steer a group of internal stakeholders towards a common objective
• Motivating and project managing internal stakeholders
• Strong organizational capabilities: Ability to plan ahead for what you need to do
• Resourcefulness: Ability to source/obtain information that you don’t inherently possess
• Ability to navigate disparate internal and external resources
• Tact and presence: Able to prepare for a C level conversation (bonus: familiarity with NPV, IRR, ROI)
• Ability to craft & present summary of value delivered from customer's perspective
• Strategic insight: Able to demonstrate an understanding of clients’ business goals and objectives, and ensure our solutions are aligned with their success criteria.
• Track record of Identifying opportunities for upselling and cross-selling to achieve revenue growth targets.
• Strong relationship & empathy: Ability to digest how product/process change might impact customer’s business
• Ability to communicate why change is disruptive and empathize with customer
• Bonus: Ability to provide recommended adjustments to change based on customer & potential other customers.

Benefits

• Work with talented, collaborative, and friendly people who love what they do.
• We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
• Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
• LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives.
• Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
• Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead.
• Employee Stock Purchase Plan - 15% discount off purchase price of LiveRamp stock (U.S. LiveRampers).
• A comprehensive office equipment and ergonomics program—we provide you with equipment and tools to be your most productive self, no matter where you're located.