VP, Client Success



OpenSlate is looking for a proven, results-driven leader to be our VP, Client Success.   In this position, you will lead a growing organization consisting of four teams: Enterprise Engagement Management, Client Engagement, Client Analytics, and Data Operations   

This position will play a critical role in driving the overall vision and strategy for the Client Success organization. You will have a passion for building scalable, high performing programs and teams, and continuing to evolve the team structure as the business scales. You will be responsible for managing a team that delivers world class service and flawless execution while constantly proving the value of OpenSlate data and insights to our clients.

Primary Responsibilities:

  • Day-to-day management and leadership of the Client Success team with an eye to elevating and improving process, delivery, and client management skills.
  • Handle internal and client escalations with maturity and a solutions-based approach
  • Overall create a strong sense of team and empower Director-level reports to reach their potential as team managers and client leaders.
  • Collaborate with sales leadership to continually foster a successful team dynamic between the two departments that is felt both internally and externally.
  • Proactively seek out ways to expand the business through increased engagement, efficiencies, and relationship building with clients.
  • Experience working with demanding, high-stakes enterprise accounts, managing C-level clients, conducting quarterly business reviews, and supporting day-to-day contacts. 
  • Work with product development teams on both market position for new offerings and pipeline development position new offerings.

Requirements:

  • 15+ years of experience in Client Success/Client Services/Customer Success positions within a digital technology environment, including 3+ years of experience directly leading and managing a department
  • Deep understanding of advertising technology, digital media, and social video
  • Experience scaling teams, evolving organizational structures, and maximizing resources
  • Ability to manage conversations, presentations, revenue opportunities and escalations at the most senior client levels
  • Strong strategic capability; always thinking about the next and able to deliver a compelling business case for bringing new ideas forward
  • Capable of leading team capacity assessments to drive conversation about revenue per capita, forecasting staffing requirements, and doing profitability/margin exercises
  • A skilled manager with a focus on recognizing, inspiring, and developing talent
  • Manage client and business relationships with a sense of accountability and urgency
  • Proven success working in a fast-paced, high growth environment

Who you are:

  • A leader:  Employees, peers, and managers are quick to say that you are a born leader who thrives in managing people, educating/serving clients, and contributes mightily to the company as a whole
  • A media/data nerd: Eager to utilize OpenSlate solutions to deliver superior insights for our clients in the wild, wacky world of YouTube
  • Client service master: Managing long-term client relationships is part of who you are; you are responsive, responsible, practical, and ooze credibility
  • A collaborator: You enjoy a working environment where ideas are shared, partnership is critical, and working across different teams and functions is a given
  • Adaptive: In a small company environment that is growing quickly and evolving just as fast, you understand that change is constant and creates opportunity
  • Detail-oriented: You know “good enough” is never good enough — you work quickly, but you want things to be correct and excellent the first time around
  • Intellectually curious: You love learning and raising your hand to take on a new project; you always want to know about the inner-workings of things
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