Senior Director Client Success

Job Description

The Senior Director of Client Success serves as the connective hub of the organization that synchronizes client service delivery, product, and client engagement. They serve as the primary point of contact between clients and Acxiom, ensuring every engagement delivers measurable value, fosters loyalty, and supports expansion. Through the blending of strategic insight, client expertise, operational excellence & cross-functional leadership, a Client Success leader will drive both stability and forward progress, grounding every engagement in excellence, elevating operations and supporting and partnering with client management leadership to achieve the strategic roadmap for the client relationship.

This role will lead with a sense of ownership, communicate with clarity, and adapt quickly in a fast-paced environment. The role will collaborate with other senior leaders to establish strategic and operational plans and objectives and will excel with complex issues where analysis of situations or data requires an in-depth knowledge of the industry, client, and/or company. Experience with external clients that operate within the P&C Insurance Industry Preferred.

This role will also be involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.

• Make final decisions on administrative and operational matters for assigned accounts and/or business areas. Provide direction to all levels of leadership in various areas, groups, and/or operations.
• Participate in divisional development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements. Additionally, understands and works to achieve revenue, expense and gross profit and gross margin metrics for the account(s) they are assigned to.
• Regularly interact with executives and/or major customers. Additionally, collaborates with sales & client services representatives to achieve objectives of the client engagement(s). Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the account or organization.
• Decisions made in this role will have significant impact on the overall success of account, account portfolio, and/or business area.
• Direct and control the activities of one or more accounts or broad functional area through multiple Service Partners.
• Has overall control of planning and managing expense priorities, and recommending and implementing changes to methods within his/her area of business.

• Bachelor’s Degree or 10+ years of relevant work experience in a production, delivery of similar client facing role, and leading and mentoring associates.
• Specific exposure to P&C insurance industry direct mail, email, and digital customer engagement management solutions for customer acquisition, on‑going customer relationship and upsell strategy.
• Strong negotiating skills, in both client relationships/solution outcomes as well as contract development.
• Exceptional communication skills across all levels of the organization.

• Master’s Degree.
• Strong working knowledge of Acxiom’s products and solutions.

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