Executive Account Director, Regulated Industries

LiveRamp; San Francisco (CA); On-site; USD 125,000 - 155,000; Full time

Benefits offered by this job

Flexible PTO

Paid holidays

Work from home options

Parental leave

401K matching

Job summary

LiveRamp seeks an experienced Enterprise CSM leader to manage Brand accounts end-to-end, driving adoption, value, and renewal outcomes. You will collaborate across Product, Sales, and Support to shape a best-in-class customer journey for a portfolio valued at multi-million ARR.

The ideal candidate has 7+ years in CSM/Account Director roles (or 10+ years in customer-facing roles with CS focus), plus CRM familiarity (Salesforce) and a track record of renewals and growth through upsell.

Qualifications

• Enterprise B2B SAAS CSM experience.
• 7+ years as CSM/Account Director or 10+ years customer-facing with 4 in CS.
• Experience with accounts $2M+ ARR; renewals and upsell/cross-sell.
• Familiarity with Salesforce or other CRM software.
• Experience drafting QBRs and executive summaries.
• Experience managing renewals with Sales on upsells/cross-sells.

Responsibilities

• Manage executive-level relationships with LiveRamp’s Brand customers end-to-end.
• Collaborate across Product, Support, Services, Marketing, Finance, Legal and Sales.
• Improve the customer journey and lead cross-functional customer initiatives.
• Drive renewals strategy, value-based conversations, and forecast accuracy.
• Coach and mentor CSMs and share best practices.

Skills

Enterprise SaaS CSM

Account leadership

Renewals & forecasting

Upsell / cross-sell

Cross-functional collaboration

Executive communication

CRM familiarity

Tools

Salesforce

Job description

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 7 yrs as CSM/Account Director, or 10+ years customer facing with 4 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)

Resourcefulness

• Ability to source/obtain information that you don’t inherently possess
• Ability to navigate disparate internal and external resources
• Not easily swayed from getting information necessary

Tact and presence:

• Able to prepare for a C level conversation (bonus: familiarity with NPV, IRR, ROI)
• Ability to craft & present summary of value delivered from customer’s perspective

Strategic insight

• Able to demonstrate an understanding of clients’ business goals and objectives, and ensure our solutions are aligned with their success criteria.
• Track record of Identifying opportunities for upselling and cross-selling to achieve revenue growth targets.

Strong Relationship & Empathy

• Ability to digest how product/process change might impact customer’s business
• Ability to communicate why change is disruptive and empathize with customer

Bonus: Ability to provide recommended adjustments to change based on customer & potential other customers

The approximate annual base compensation range is $125,000 to $155,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant’s experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

Benefits:

• People: Work with talented, collaborative, and friendly people who love what they do.
• Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
• Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave.
• Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more.
• Savings: Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead.

More about us:

LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person’s race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance.

We use automated decision systems (ADS) as part of our recruitment and hiring process. If you require an accommodation or believe that the use of an ADS may create a barrier to your application or participation in the hiring process due to a disability or other protected characteristic, please let us know. We are committed to providing reasonable accommodations and ensuring an equitable hiring experience for all candidates.

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