Account Director

Job Overview

This is an integral role to further accelerate our growth in the Enterprise customer segment. Scope includes all Marchex solutions. Lead a portfolio of customer accounts and create meaningful value for clients through quality account performance execution, analysis, and strategic customer account growth. Portfolio may be managed independently or as the leader of a pod of Account Coordinators and/or Account Managers. Foster healthy client relationships including the overall client satisfaction ranging from product performance, client communication, and strategic growth initiatives. Represent the Customer Voice, providing critical direction on processes and procedures that impact the overall Customer Experience. Take ownership of customer opportunities/issues and work closely with internal teams to ensure customer needs are understood and built into every part of the business including influencing the development of new products and services. Implement best practices and assist the team in leading ROI discussions with customers. The role reports into the VP of Customer Success.

Outline of Duties and Responsibilities

Customer Relationship Management = 40%

• Continually expand your understanding of your customer's business, goals, and motivations.
• Maintain strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, product development, marketing, training actions, services deployment, and effective support to drive a seamless customer experience.
• Make timely decisions and implement strategies to drive customer success.
• Regularly engage with customers to build relationships, expand empathy, and resolve issues of escalation.
• Build and nurture relationships and advocacy with senior roles inside of our customers.
• Create increased value for clients by providing new points of view and recommendations that align with their business goals.
  
  

Strategic Growth = 30%

• Create increased value for clients by capturing and analyzing critical information and providing customer specific insights / recommendations that align with their business goals.
• Build and implement strategic account plans that address customer opportunities and needs that promote long-term development and retention, thereby maximizing the revenue potential.
  
  

Team Leadership = 20%

• Employ a strong strategic vision to help the Marchex Customer Success team deliver a best-in-class experience for larger and more strategic customers.
• Provide team leadership on customer issues and make decisions on priorities across clients, which may include growing and managing a team of Account Directors/Managers and Account Coordinators who are each responsible for supporting a portfolio of clients.
• Guide and empower the Customer Success team/pod to make decisions that successfully balance the needs of customers and Marchex through the use of data, performance metrics and business cases.
  
  

Company Leadership = 10%

• Make timely decisions and implement strategies to drive customer success.
• Remain current with performance marketing, industry advances, trends and competitor offerings.
• Ensure continuity with internal communications to the cross-functional teams regarding customer feedback, performance, strategies and needs.
• Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, product development, marketing, training actions, services deployment, and effective support to drive a seamless customer experience.
  
  

Experience, Skills And Qualifications

• BA or BS in applicable field or equivalent experience required. MBA preferred.
• 6+ years account management experience, online marketing experience strongly preferred.
• Must be an energetic self-starter. Demonstrated ability to work and take initiative in a high energy entrepreneurial environment.
• Effectively present the core Marchex Call Analytics and Media value proposition and “elevator pitch.”
• Data driven, with ability to identify key metrics, analyze and track performance, make defensible business decisions, and execute against them to completion.
• Ability to gather, analyze, and present data using tools such as Excel, SQL, and/or Tableau.
• Excellent written and oral communications skills and organizational capabilities.
• Strong and polished sales presentation skills and confident meeting with a range from business-decision makers, especially those in brand-side senior marketing roles.
• Experience in Salesforce.
  
  

Job Impact

The Account Director role has a direct impact on revenue growth for Marchex. The AD is responsible for client success and growing revenue in a strategic manner, bringing the right products and services to bear against client need. Understanding this client need also helps Marchex develop the right products for clients, which can deliver new revenue streams. They hunt, cultivate, and develop deep relationships with key stakeholders to help potential clients realize the impact that Marchex can have on their own business, and deliver the value proposition that leads to shared success.

Team

The Marchex Customer Success Team is dedicated to helping customers achieve their goals. As part of the team, you are responsible for optimizing Marchex’s value in the eyes of the clients by providing them with useful resources, reliable support and proof of value. As a team we are focused on fostering and developing a mutually beneficial relationship between Marchex and the customers we partner with.

Working Conditions

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an ongoing basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Compensation ($85,000 - 185,000)

Compensation range listed above may include base salary and short and/or long-term incentives. Exact compensation may vary based on skills, experience, and location.

Marchex's Commitment To Diversity

We value a diverse workplace. Marchex is committed to employ people from diverse backgrounds and we actively demonstrate inclusiveness through fair, equitable and accessible hiring practices. We recognize the strength that comes from different experiences, backgrounds and perspectives and welcome candidates who identify as visible minorities, Indigenous people, persons with disabilities, and persons within the LGBTQ+ community. We feel it is important as an organization that all people have access and opportunity to be employed, to be valued and to be respected. Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process. Alternative format available on request.