Senior Director Of Account Management, Client Success

Vox Media New York , NY 10007

Posted 3 weeks ago

As the leading independent modern media company, Vox Media ignites conversations and influences culture. Across digital, podcasts, TV, streaming, live events, and print, we tell stories that affect our audience's daily lives and entertain as much as they inform.

Our portfolio features influential and respected editorial properties including Vox, New York Magazine, The Verge, The Cut, Eater, Vulture, The Strategist, Polygon, SB Nation, Intelligencer, Curbed, Grub Street and Recode. Off-platform, the Vox Media Podcast Network offers one of the largest collections of popular podcasts, and Vox Media Studios produces and distributes the award-winning nonfiction shows. Powered by innovative technology that scales quality, the Chorus publishing platform and Concert advertising marketplace answer the always-changing needs of modern audiences, creators and marketers.

Vox Media has been named one of Fast Company's "Most Innovative Companies in Media," an Inc. "Company of the Year," Digiday's "Best Company for Parents," and one of the Best Places to Work for LGBTQ Equality by the Human Rights Campaign.

About the Chorus team

Chorus is a platform for digital publishers. Informed by the success of Vox Media's networks and branded content agency, Chorus is a complete media stack for brand and community building, content creation, audience engagement, distribution, measurement, and monetization. Within the Vox Product team, the Chorus team builds innovative tools that enable editorial teams to tell compelling stories; designs dynamic, engaging audience experiences that can travel across myriad platforms and devices; and ensures our editorial teams can learn from and continuously adapt within an ever-changing industry. We are dedicated to cross-disciplinary product thinking and vision, prize thoughtful and collaborative work, and are a remote-first organization.

The Senior Director of Account Management will be a vital part of the Chorus business. You will work closely with prospective and current customers as a trusted advisor and partner, working to understand their company challenges and propose innovative solutions. You will act as a Vox Media product expert who will evangelize the full suite of publisher solutions to our partners and the industry as a whole. The Senior Director of Account Management will also be responsible for building, maintaining and leveraging strong and lasting relationships with key internal stakeholders from Product, Legal, Revenue, and Sales.

What you'll do:

  • Oversee all strategic, operational, and technical aspects of relationships with publishers and our corporate partners. Develop friendly, collaborative, and long-term partnerships

  • Promote a customer-centric mentality across the organization

  • Own the development and ongoing evolution of the strategy, structure and process for increasing customer retention/growth through a small, but growing team of direct reports

  • Develop and implement playbooks for all phases of the customer journey and for different escalation scenarios

  • Help oversee the onboarding process, aligning timelines and requests from internal and external stakeholders

  • Develop process to work closely with the Chorus product teams to communicate and manage specific product requests, issues or changes from partners

  • Evaluate the health of partnerships and identify risk and be decisive to ensure any risk is mitigated

  • Communicate customer feedback and sentiment to Marketing, Product and Sales

  • Engage directly with customers to gain valuable feedback and establish executive-level relationships

  • Be a disciplined business manager, develop a culture of accountability and set up strong operational standards

What you'll bring:

  • 5+ years driving successful outcomes in customer-facing roles and SaaS companies focused on publishing, content management, content marketing, adtech, social media or other platforms used by leading publishers and brands

  • 3+ years managing or mentoring the Account Management or Customer Success function

  • Customer-obsessed: enjoy working with customers, solving problems, and growing the partnership throughout a business

  • Knowledge on how the power of platforms influence the inner workings of newsrooms and media companies

  • A quickness in resolving unexpected challenges, and collaborating with product teams and C-suite executives

  • Experience in navigating enterprise organizational structures, negotiating terms, and understanding contracts

  • Experience in lowering churn and growing an existing customer base

  • Positive, clear, and professional written and phone communication

  • Outstanding attention to detail

  • Positive outlook, enthusiasm, and strong internal drive

About working at Vox Media:

This is a permanent, full-time position with excellent benefits-including flexible hours and generous parental leave. Vox Media strives to provide comprehensive healthcare options for our employees and to ensure that our healthcare and other benefits are LGBTQ-inclusive. You'll be joining a group of focused, hard-working, creative people who are passionate about doing work that's challenging and fun-and who strive to maintain a healthy work/life balance.

Vox Media is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Vox Media is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

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Senior Director Of Account Management, Client Success

Vox Media