Senior Brands Account Director

LiveRamp; Buffalo (NY); Hybrid; USD 112,000 - 155,000; Full time

Benefits offered by this job

Flexible paid time off

Work from home options

401K matching up to 6%

Comprehensive benefits package

Career growth opportunities

Job summary

LiveRamp is seeking a Senior Customer Success Manager in New York City to lead executive relationships with Brand clients and manage a portfolio end-to-end. You will drive adoption of LiveRamp data collaboration solutions and collaborate across product, support, services, marketing, finance, legal, and sales to deliver measurable value.

You will help renewals, advise on upsells/cross-sells, and coach junior CSMs while shaping a best-in-class customer journey for strategic brands.

Qualifications

• Enterprise B2B SaaS customer success experience, with emphasis on media buying, measurement and collaboration.
• Minimum of 5 years as CSM/Account Director, or 8+ years customer-facing with 2 in CS.
• Experience with accounts $2M+ ARR and renewals/cross-sell.
• Familiarity with Salesforce or CRM tools; ability to draft executive summaries.

Responsibilities

• Build and nurture executive-level relationships with LiveRamp Brand customers and manage a portfolio end-to-end.
• Champion customer-centricity and collaborate across internal teams to improve the customer journey.
• Partner with cross-functional teams to evolve tools, processes, and strategy for customer engagement.
• Improve customer health and ensure adoption of LiveRamp products and solutions.
• Coach and mentor CSMS on the Brands team and share best practices.
• Lead cross-functional initiatives to enhance the customer experience and drive renewals.

Skills

Enterprise SaaS

CSM

Media Buying

Measurement

Collaboration

Identity

Salesforce

Executive storytelling

Renewals management

Tools

Salesforce

Job description

LiveRamp is shaping the future of responsible data collaboration between the world’s leading brands, retailers, financial services providers, and healthcare innovators. As consumers embrace new AI-driven experiences, the LiveRamp data collaboration network exponentially expands the breadth and accuracy of the data on which marketing AI capabilities operate, powering deeper customer insight and measurable performance on a global scale. LiveRamp is headquartered in San Francisco, California, with offices worldwide. Learn more at LiveRamp.com.

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 &foundation 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 8+ 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)
• 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

This is a hybrid, 2 days a week in-office position in New York City.

The approximate annual base compensation range is $112,000 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

LiveRampers are empowered to live our values of committing to shared goals and operational excellence. Connecting LiveRampers to new ideas and to one another is one of our guiding principles—one that informs how we hire, train, and grow our global teams across nine countries and four continents. By continually building inclusive, high belonging teams, LiveRampers can deliver exceptional work, champion innovative ideas, and be their best selves. 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.

California residents: Please see our California Personnel Privacy Policy for more information regarding how we collect, use, and disclose the personal information you provide during the job application process.

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.