Brands Account Director

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

You will:

• 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
   

Your team will: 

• Deliver on our vision that our customers see LiveRamp as a strategic & foundational partner who drives value for their business.  Your team works closely with Product, Support, Services, Marketing, Finance, Data Ethics, Legal, and Sales, in order to drive amazing customer experiences.  
   

About you: 

• 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

• Nice to have:

  • Multiple roles across adtech/martech either on Sales side or Buy side (Brand/Agency)

Preferred Skills:

• 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

  • Are you able to anticipate multiple outcomes and plan for each scenario (Chess)