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Director, Enterprise Customer Success

2 months ago

Birmingham, United Kingdom Pixalate Full time

Job Title: Director, Enterprise Customer Success (EMEA)

Employment Type: Full-time Location: London, UK

Minimum Experience: 5+ years


Pixalate is an online trust and safety platform that protects businesses, consumers, and children from deceptive, fraudulent, and non-compliant mobile, CTV apps, and websites.

Our software and data have been used to unearth multiple high-profile criminal and illegal surveillance cases including:


  • Gizmodo: An iCloud Feature Is Enabling a $65 Million Scam, New Research Says
  • Adweek: A 7-Figure Ad Fraud Scheme Running on Roku Underlines Murkiness of CTV
  • Washington Post: Your kids’ apps are spying on them
  • Pro Publica: Porn, Piracy, Fraud: What Lurks Inside Google’s Black Box Ad Empire
  • ABC7 News: The State of Children's Privacy Online
  • NBC News: How many apps are tracking your children


Our team of lawyers, data scientists, engineers, economists, and researchers span globally with a presence in California, New York, Washington DC, London, and Singapore.


ABOUT THE ROLE

We are seeking an experienced and driven Enterprise Customer Success Director to join our team, with a particular focus on the EMEA market.


In this role, you will be responsible for nurturing and growing relationships with our top-tier, strategic enterprise clients across Europe, the Middle East, and Africa. Your focus will be on ensuring customer satisfaction, driving product adoption, and delivering value that aligns with our clients' business goals.


You will serve as a trusted advisor, helping clients navigate the complexities of advertising technology, privacy compliance, and invalid traffic (IVT) detection, ensuring they achieve their desired outcomes.


RESPONSIBILITIES

  • Client Relationship Management: Develop and maintain strong, long-term relationships with key stakeholders within our enterprise and strategic client accounts, with a focus on the EMEA market. Act as the main point of contact and advocate for the client within the company.
  • Strategic Planning: Collaborate with clients across the EMEA region to understand their business objectives, challenges, and goals. Develop and execute tailored success plans that drive product adoption and demonstrate ROI.
  • Value Delivery: Ensure clients are leveraging our technology to its fullest potential by providing ongoing education, best practices, and insights. Regularly review and analyze account health, identifying opportunities for growth and optimization.
  • Cross-Functional Collaboration: Work closely with Sales, Product, Engineering, and Support teams to ensure a seamless client experience. Provide feedback to internal teams based on client input to inform product development and enhancements.
  • Renewals & Upsells: Drive client retention by ensuring high levels of satisfaction and engagement. Identify and pursue opportunities for upselling and cross-selling additional products or services that align with client needs.
  • Reporting & Analytics: Provide clients with regular reports and performance metrics, demonstrating the impact of our solutions on their advertising campaigns. Use data-driven insights to guide strategic conversations and recommendations.
  • Problem Resolution: Proactively identify and address any issues or concerns that may arise. Work to resolve problems quickly and effectively, ensuring client satisfaction and maintaining strong relationships.


QUALIFICATION

  • Experience: 5+ years of experience in a customer success, account management, or consulting role, with a focus on enterprise clients in digital advertising, marketing, or related industries. Experience in IVT detection and familiarity with the EMEA market is highly desirable.
  • Client Focus: Proven track record of managing and growing relationships with large, strategic enterprise clients, particularly in the EMEA region. Demonstrated ability to understand client needs and translate them into actionable plans.
  • Industry Knowledge: Deep understanding of the digital advertising ecosystem, including programmatic advertising, media buying, and fraud detection/prevention technologies. Knowledge of market dynamics and regulatory environments within EMEA is a plus.
  • Communication Skills: Excellent interpersonal and communication skills, with the ability to build rapport and trust with clients at all levels of an organization, especially within diverse cultural contexts in EMEA.
  • Analytical Skills: Strong analytical and problem-solving abilities, with a focus on data-driven decision-making. Proficiency in using analytics tools and CRM platforms.
  • Leadership: Ability to lead cross-functional teams and influence outcomes without direct authority. Strong project management skills, with a focus on driving results in a multinational, multi-cultural environment.


BENEFITS

We focus on doing things differently and challenge each other to be the best we can be.

  • 25 days holiday plus Bank holidays
  • Defined contribution Pension scheme
  • Monthly internet reimbursement
  • Casual work environment
  • Flexible hours
  • Opportunity for advancement
  • Fun annual team events
  • Being part of a high performing team that wants to win and have fun doing it
  • Extremely competitive compensation