Director Customer Success

About Rokt

Rokt is the global leader in ecommerce technology, helping companies seize the full potential of every transaction moment to grow revenue and acquire new customers at scale. Live Nation, Groupon, Staples, Lands' End, Fanatics, UrbanStems, GoDaddy, Vistaprint and HelloFresh are among the more than 2,500 leading global businesses and advertisers that are using Rokt's solutions to drive more value through every transaction by offering highly relevant messages to their customers at the moment they are most likely to convert.

With our December 2021 Series E raise of USD$325M, Rokt is expanding rapidly and globally operating in 19 countries across North America, Europe and the Asia-Pacific region with the largest office in NYC and a major R&D hub in Sydney. With annual revenues of more than US$200M and vibrant company culture, Rokt has been listed in Great Places to Work in the US and Australia. Our award-winning culture is guided by our five core values: Smart with Humility, Own the Outcomes, Force for Good, Conquer New Frontiers, and Enjoy the Ride. These values help us attract, engage, and develop the right talent around the globe and ensure we have the right conditions to do our best work. Keen to join a fast-growing company and a vibrant culture? Learn more at rokt.com.

Requirements

About the role

The role of Director of Customer Success is suited to a candidate who is wishing to build a successful career in Sales and Account Management, in a company with unlimited growth potential. You will ideally have 4-5 years Sales and/or Account Management experience in digital marketing / eCommerce. Experience in other media business is welcomed. We are looking for active contributors who are dynamic and have a positive can-do attitude. This high achiever will contribute to the Rokt Sales effort, working alongside our team of Account Managers and Business Development Managers in providing Rokt's solutions to digital advertising teams (media, search, and DM), to help achieve revenue targets and customer marketing objectives. Contributing to all aspects of client planning and development, the core purpose of this role is to deliver increased returns for our customers. Success metrics are increased engagement scores, stronger conversions and increased quarterly revenue commitments. This commitment to client outcomes will deliver higher retention rates across the SAM portfolio and across the business. This role will provide the successful candidate with professional growth, with a real opportunity for career progression as the company expands globally.

Outcomes & responsibilities

• Mastering the functionality of the Rokt platform, and utilizing the insights and data to optimize campaigns across your portfolio to deliver on individual and client KPIs.
• Work alongside our sales team to uncover marketing goals and identify relevant Rokt Solutions for leading Global, Regional and National businesses.
• Create and manage an effective team relationship between all relevant stakeholders
• Support the broader team in new business growth and the ownership of client strategy and ongoing strategic account recommendations to drive client return
• Tactical account planning and relationship building
• Developing relevant marketing reports and client-facing account proposals with the support of cross-functional teams
• Build and maintain strong direct client relationships and with designated media agencies
• Monthly and quarterly revenue forecasting and account plans

This is a hands-on role in an exciting, fast-paced environment.

Capabilties & Requirements

• Proven: You have a Bachelor's degree & 4-5 years experience in a client-facing account management role across digital media, marketing or digital sales with 3+ years in delivering exceptional customer experience.
• Polished: You will have significant exposure to customers and industry partners alike. As such, you must project the professional image of the company both internally and externally. You are an effective communicator and ensure all communication, both external and internal, reflects the company culture.
• Dedicated: You can reject setbacks and enthusiastically persist until ambitious goals are achieved. You are resourceful and innovative at tackling complex challenges in a timely matter.
• Strategic: You are a strong, analytical problem solver with a common sense and practical solutions orientation.
• Communicative: You keep others in the company informed and up to date on your priorities, current tasks and work completed. You are consistently looking for ways to improve yourself professionally and you encourage constructive criticism of your work.
• Accountable: Candidate should be a results-oriented team player who leads by example, holds self-accountable for performance, takes absolute ownership, and champions all aspects of customer and product initiatives
• Customer Orientated: Candidate will demonstrate passionate commitment to the customer and to product quality. Champions the product and the customer's needs and implements a model of continuous improvement in both company goals and project-related task.

• Solid understanding of core online and digital technologies
• Highly proficient in Word, Excel, PowerPoint, Google Docs, Online CRM tools (E.g. Salesforce/Hubspot) and analytics software such as Tableau
• Excellent written and verbal communication skills in English
• Bonus: Strong background in B2B & SMB business verticals

Benefits

• Force for Good. We actively invest in the growth of our people and the strengthening of our communities. Our NYC office is 100% vaccinated to keep our employees and community safe and healthy. We require all Roktstars as well as anyone else who will be onsite at the Rokt NYC office clients, contractors, vendors, and suppliers to show proof of vaccination and their booster shot.
• Work with the greatest talent in town. Our recruiting process is tough. We hold a high bar because we have a high-performing, high-velocity culture - we only want the brightest and the best.
• Join a community. We believe the best things happen when we come together to solve complex problems and make meaningful connections with each other through interest groups, sports clubs, and social events.
• Accelerate your career. Develop through our global training events, Level Up investment, online training courses, and our fantastic people leaders. Take your career to Roktspeed - Grow your career in our rapidly growing company.
• Take a break. When you work hard, we know you also need to rest. We offer generous time off and parental leave policies, as well as mental health and wellness days for all employees. We also offer a paid Roktstar Sabbatical for employees who have been with us for 3 years or more.
• Stay happy and healthy. Enjoy catered lunch 3 times a week and healthy snacks in the office. Plus join the gym on us! In the US, access generous retirement plans like a 4% dollar-for-dollar 401K matching plan and get fully funded premium health insurance for your whole family. And our NYC office is dog-friendly! [BEETROOT IS NY OFFICE ONLY]
• Become a shareholder. All Roktstars have stock options. If we succeed, everyone enjoys the upside.
• See the world! Along with our global all-staff events in amazing locations (Phuket, Thailand in January 2020, Hawaii in May 2022), we also offer generous relocation packages for those interested in moving to another Rokt office. We have cool offices in great cities - New York, Sydney, London, Singapore, Tokyo.
• Get the best of both worlds with a hybrid workplace. With 3 days in-office and 2 days remote, Rokt allows you to enjoy the best of both worlds. One week per quarter, you have the flexibility to work from anywhere.
• We believe in equality. Rokt is an Equal Opportunity Employer and recognizes that a diverse workforce is crucial to our success as a business. We would love you to apply for one of our open roles - irrespective of socio-economic status or background, age, gender identity, race, religion, sexual orientation, color, pregnancy, carer/family responsibilities, national and social origin, political opinion, marital, veteran, or disability status.

Salary Range: $150,000- $185,000/ year

#LI-Hybrid