Senior Account Director-Customer Success

Company Description

Looking to level up your career by working with an ambitious global team? Want to play a key role in the success of a growing healthcare and technology company? Interested in engaging in online conversations about patience experience, consumer and employee insights, customer experience (CX), the evolution of the healthcare industry, and emerging technology like AI? Come to PG Forsta!

Our businesses – Press Ganey, Forsta and Rio SEO -- are breaking down silos to explore and understand the full Human Experience of our clients’ target audiences, which include patients, consumers, employees across an array of industries including healthcare, technology, retails, and consumer goods and services. We deliver groundbreaking experience and research technology, unmatched expertise, and real impact for ambitious leaders globally.

• Opportunity to work in a fast-paced, market leading SaaS company, with colleagues and customers from all over the world and an experienced executive leadership team
• Exciting challenges in an international environment
• Competitive salary and regular performance reviews
• Flexible location and working environment – possibility to work from home
• Benefits like annual bonuses, employee referral bonuses, Employee Support Program, Internal Mobility program, etc.
• and many more…

Job Description

The Customer Success Account Director role is responsible for all aspects of Client Relationship management, including client satisfaction, retention and revenue growth. The Account Director is also responsible for leading internal Rio SEO delivery teams in implementing and providing ongoing maintenance for our Search Software solutions. The Account Director must be strategic, detail oriented, analytical and experienced in managing client relationships.

Generally, a remote-based role, candidates can be based in metro areas such as San Diego (headquarters), Los Angeles, San Francisco, Denver, Dallas, NY Metro, Boston, Philadelphia, Greater Chicago area etc.

Responsibilities:

• Strategic management of existing client relationships, providing thought leadership and understanding of our clients marketing strategies.  This includes performance reporting, conducting in-person meetings, presenting results and delivering on contracted scope of work. We strive to develop long lasting partnerships with our customers and become an extension of their teams.
• Ability to identify strategic opportunities within assigned client base to grow Rio SEO’s penetration and revenue. Navigate wider and deeper within brands to discover new partner and revenue opportunities.
• Possess strategic Digital Marketing, Search Industry (SEO & Paid) and performance marketing knowledge to help guide clients in maximizing the value proposition of Rio SEO’s software & service solutions
• Provide & Analyze performance data from search engines and web analytics for campaign reports.
• Monitor results, analyze key performance indicators, and optimize programs with a continuous improvement mindset to effectively meet or exceed client objectives.
• Stay aware of the competitive landscape and industry trends, keeping clients apprised and delivering POVs
   

Qualifications

• Minimum 6+ years of Digital Marketing Industry experience (SEO & SEM), Social or other integrated marketing experience. Web design/HTML experience a plus
• High level understanding of Local Search and Google My Business.
• Technically savvy and a quick learner
• Experience with SaaS- Software as a Service- applications and client delivery
• Candidates with Digital / interactive in house or Marketing Agency experience excel in this role.
• Strong SEO experience, as well as knowledge in other disciplines, such as SEM, PPC, display, social media, online marketing, email marketing & web analytics
• Experience interfacing with Fortune 500 clients and communicating with a wide array of roles and disciplines including Executives.
• Ability to provide strategy counsel; Broad marketing knowledge; ability to tie in interactive strategy to overall corporate strategy
• Solid track record of successful client engagements/account management, including growing the account through upsell and cross sell opportunities
• Advanced knowledge of MS Excel, Word and PowerPoint
• Experience with CRM client management software, such as SalesForce a plus
• Strong analytical skills with experience analyzing large datasets.
• Thorough understanding Web Analytics platforms such as Google Analytics and Adobe
• Must be detailed oriented, have strong presentation and project management skills, while possessing excellent verbal and written communication skills.
• Self-directed and an enthusiastic team p