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Director of Customer Success

Account Management | Portland, OR | Full Time

Job Description

Job Description

Obility is searching for a Director of Customer Success to join our team. The Director of Customer Success has the know-how to develop strategy and the hands-on experience around business-to-business (B2B) marketing to build a high-performing, scalable team of Account Managers. The Director of Customer Success will have high collaboration with other department Directors and is critical in aligning the company’s vision with its strategic goals and execution. The Director of Customer Success is responsible for coaching and developing their team, providing best-in-class service to Obility customers, and assist sales and marketing in new business efforts.

Responsibilities

  • Develop strategy and execution for providing digital marketing to Obility clients
  • Regularly update documents and frameworks including Strategy Stage documents, internal process documents, and training documents
  • Coach and train Account Managers in providing excellent, best-in-class service to Obility customers
  • Focus on the development and growth of each of your team members in B2B marketing, inbound marketing, and demand generation skills
  • Collaborate with Demand Generation and Inbound Marketing departments to improve overall customer services
  • Assist Sales and Marketing in sales enablement and sales development
  • Manage and build the Account Management department’s content library and editorial calendar (e.g. blogs, webinars, presentations) to demonstrate thought leadership within B2B digital marketing
  • Remain informed and up to date on industry trends, knowledge, and competitive landscape to provide relevant and actionable insights into executive and marketing initiatives
  • Work with external vendors to achieve scalability within the department

Key Results

  • Own business targets for retention, new business, and service expansion
  • Clear growth in Account Manager knowledge in areas of marketing operations, demand generation, and inbound marketing demonstrated through increased collaboration with subject matter experts
  • Identify opportunities for new service lines

Requirements

  • Passion for customer service excellence
  • 8-10 years of B2B marketing experience
  • A deep understanding of demand generation and inbound marketing concepts
  • Ability to think analytically and identify trends and make recommendations based on data
  • Excellent written and verbal communication skills
  • Experience managing a small team

Bonus Points

  • Experience with marketing automation (Marketo, Eloqua) and/or CRM (Salesforce, MS Dynamics) reporting and programs
  • Past work with notable B2B clients (e.g. Oracle, SAP, IBM)

About Obility

Obility is a digital marketing company focused on helping B2B companies drive sales pipeline and increase revenue. Obility's services include SEM (paid search, display and social media advertising), SEO (inbound marketing), and content creation.

We’re all about doing the best work possible. We’re a 33 person start-up agency that’s growing fast. If you’re looking to be part of an exciting, growing company that cares about the quality of its work, we’d love for you to join us. Benefits include flexible hours (in addition to work-from-home days), 50 work-from- home days, extended PTO (15 in your first year), medical insurance, dental insurance, a health savings account, and retirement account.