Customer Success Director

Partnerships & Sponsorships London, England


Description

Position at Choreograph

Customer Success Director

Location:  UK or Poland

Choreograph is a new global data company, to help clients realize the value of their first-party data, consult on and implement their data and technology strategies, and advise on privacy-first approaches to navigate the fast-changing data landscape. Choreograph brings together the specialist data units of GroupM and Wunderman Thompson into a single company with global reach, accessible to all WPP clients and companies.

Choreograph’s core belief is that marketers own their first-party data with consumer permission; respect for privacy and the intentional use of data is at the heart of its approach. Guided by this philosophy, Choreograph will continue to create market-leading tools to support clients in the appropriate and responsible application of data in advertising.

WHO WE ARE LOOKING FOR

As a Customer Success Director at Choreograph you’ll play a critical role in enabling our Agency partners to successfully onboard to and adopt our products and services.  Specifically, the focus of this role will be to drive enablement and adoption programmes into the Strategic Planning teams across multiple agency partners. 

The ideal candidate will combine a solid grasp of cross channel Media Planning, an understanding of Agency operations and solid experience of building and running enablement programmes to help drive product adoption.  Using this experience you will work closely with our Product, Training and Solutions teams to drive a successful global implementation of a market leading product suite with an ultimate goal of helping our agencies to deliver consistently improved performance for their clients.

WHAT YOU’LL DO

  • Embed yourself firmly in both our Product and Agency teams to create clear alignment and feedback loops that drive combined successes.
  • Document and champion our power user enablement model and relative roles and responsibilities between Choreograph and the Agencies to build a base for successful operations and clear success.
  • Help to drive the product rollout programme to ensure we are hitting milestones and identifying and removing any roadblocks as a team.
  • Support Power Users in driving awareness and adoption of Maximize
  • Supporting Power Users in defining roll out plans within agency and market leveraging what has worked well in other agencies
  • Define success criteria for roll out programme and report on milestones
  • Develop and steward “Statements of Understanding” between Choreograph and agency partners outlining the solution and associated SLAs
  • Assist Power Users in driving change management within agencies to leverage Maximize for planning needs (build and share case studies, work with Product on key messaging etc)
  • Liaison for Product team and Power Users with Legal and Partnership team for ongoing integrations and data acquisition, focused on ensuring service and legal documents are in place
  • Demo and train the product and capabilities where needed providing critical business support to the agencies
  • Back up Power Users for new business support, as needed
  • Navigate local market landscape between GroupM and agencies to ensure a cohesive and agreed approach for onboarding each market
  • Build and execute comms to Power Users for new features, newsletters etc to keep the community engaged (working with Product, Training teams as necessary) in partnership with Product Marketing and/or Growth
  • Create appropriate feedback loops and ensure mechanisms are in place to capture input from users, power users and stakeholders alike - ensuring information is clear and actionable insights can be derived.

WHAT YOU’LL NEED

  • A strong understanding of how agencies and advertisers use data and technology solutions to support their business operations and strategic planning processes.
  • Experience in cross channel media planning principles and/or products.
  • An established Customer Success or customer-facing role running software enablement programmes in global businesses
  • Demonstrable experience in being able to operate and lead in fast-paced and dynamic product-led environments
  • Ability to quickly learn, understand and work with new and emerging technologies, methodologies, and solutions.
  • A strong work ethic: able to work under pressure, meet deadlines and deliver results
  • Strong organisational skills, ability to balance multiple priorities and manage your own workload
  • Fine-tuned communication, presentation and influencing skills; with an ability to think creatively and present in a manner that inspires and excites
  • Some project or programme management experience a plus.