Senior Director, Customer Success
<p><strong>The Role </strong></p><p>Protocol is hiring a <strong>Senior Director of Customer Success</strong> to both manage our largest enterprise partnerships, as well as build out and manage the customer journey across all Protocol partners. </p><p><strong>What you'll do:</strong></p><ul class="ee-ul"><li>Oversee, monitor and optimize the performance of ongoing partner campaigns to ensure proper execution and delivery. This spans from the hand-off from business development through campaign management, invoicing, collections, and renewal opportunities. </li><li>Develop and manage ongoing relationships with customers and agencies on current campaigns and foster future partnership opportunities to include upsells. </li><li>Establish and manage the customer journey process across all partnership managers. </li><li>Utilize and build out the CRM tools necessary to track client engagement and key milestones.</li><li>Support the business development team in responding to requests from agencies and clients.</li><li>Contribute to proposals responding to RFPs issued by media agencies and advertisers.</li><li>Create and deliver media insertion orders.</li><li>Assist in onboarding of future Account Managers and Associates.</li><li>Assist in special projects as needed.</li></ul><p><strong>What You'll Need:</strong></p><ul class="ee-ul"><li>6+ years of professional experience in a customer success, account management, advertising, public relations, or communications environment</li><li>Passionate about digital media, marketing and communications. Bonus points if experience in technology. </li><li>Experience building and managing a team. </li><li>Uncompromising attention to detail. </li><li>Excellent communication, time management and organizational skills.</li><li>Strong work ethic, professionalism and enthusiasm. </li><li>Excellent Excel and PowerPoint skills, bonus points if you have experience with programs such as Salesforce, Google DoubleClick, and other content management systems. </li><li>Ability to work well under pressure. </li></ul><p><strong>Reporting:</strong> This position reports to the President, but with a close relationship with the VP of Sales & Marketing and Executive Director of Partnerships. </p><p><strong>Location:</strong> Flexible. </p><p><strong>Apply:</strong> To apply, send a cover letter and resume to <a rel="noopener noreferrer" target="_blank">jobs@protocol.com</a> , with Senior Director, Customer Success in the subject line. </p><p><strong>About Protocol:</strong> </p><p>From the publisher of POLITICO, Protocol is a new media company focused on the people, power and politics of tech — arming decision-makers in tech, business and public policy with the unbiased, fact-based news and analysis they need to navigate a world in rapid change.</p><p>We are driven by our values. We are relentless contributors, disruptors, collaborators and talent cultivators. Our organization is defined by our values of fairness, integrity, inclusion, collaboration, and a growth-mindset. </p><p><div class="ad-tag"><div class="ad-place-holder" data-pos="1">
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</div></p><p>We offer a competitive compensation and comprehensive benefits package, including health and wellness benefits, retirement plans, as well as work-life balance flexibility and opportunities for career development.</p><p><strong></strong></p><p>Protocol believes a diverse and inclusive workplace enables us to do our best journalism. We welcome inquiries from people of all backgrounds. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.</p>
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