Movable Ink
New York, NY
Remote

Director, Client Experience

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Customers don’t experience data, they experience content. Movable Ink activates any data into personalized content in any customer engagement. More than 700 of the world’s most innovative brands rely on Movable Ink to accelerate their marketing performance. Headquartered in New York City, Movable Ink and its 400 employees serve its global client base from operations throughout North America, Central America, Europe, Australia, and Japan.

The Director, Client Experience West will be responsible for owning the success of the Movable Ink client base for a subset of the Western Region of North America. This experienced leader will manage 4-6 Client Experience Managers and Associates. Key areas of focus are team health and performance, client health, and revenue management. They should treat their clients and team as a business, optimizing for as many of these elements as possible. Additionally, the Director role is responsible for communication with the Go-To-Market Leadership team, surfacing internal issues and identifying solutions. 

Responsibilities

  • Responsible for Region's Book of Business
  • Act as business owner for all clients assigned to their team, owning all renewal forecasts, account health updates, growth and churn outcomes
  • Accountable for the Region’s Client Experience team’s growth and performance
  • Responsible for issue resolution and creative solutioning for team and clients 
  • Collaborate with fellow Directors to ensure Client Experience team health, stability and growth
  • Responsible for establishing and maintaining appropriate Director/VP level relationships with clients in line with yearly growth plans
  • Tasked with advising on client growth plans, steering project prioritization as needed to ensure retention
  • Escalation Point for clients, secondary backup as needed
  • Create redundancies in day to day account knowledge to ensure quality account management in the event of turn over or employee absence
  • KPI Management for their team’s Book of Business (ARR of book, Churn, Upsell)
  • Assists with Client Experience department initiatives (new processes, education needs, profitability tracking etc.)
  • Carry out all HR Management responsibilities including employee reviews, salary/promotion approval, team structure, and budget management

Qualifications

  • 5+ years experience in B2B client services, with at least 2 years managing or mentoring a team.
  • Desire to manage and build teams to adapt to ever changing client account needs
  • Ability to manage the region's client base, as a business owner, specifically growing and building book of business with enterprise clients
  • Considerable ability to be client-facing and service-oriented as well as having great presentation skills. 
  • Ability to influence and motivate internally and externally
  • Experience working in email, mobile and/or other digital marketing roles
  • Proven knowledge of key digital marketing metrics and strategies that can increase engagement
  • Ability to build relationships to grow business, clients think of you as a partner, not just a vendor
  • Ability to juggle multiple tasks, priorities, and external stakeholders simultaneously
  • Solution focused, especially in situations where outcomes are less than perfect and answers have to be arrived at with creative and flexible out-of-the box thinking
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What are Movable Ink Perks + Benefits

Movable Ink Benefits Overview

One of the best things about working at Movable Ink is the amazing company culture we have! We are very proud to say we’ve been named one of Inc. Magazine’s Best Workplaces (2022, 2021, 2020, and 2019) and Built In’s “Best Places to Work” (2023, 2022, 2021, and 2020).

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee-led culture committees
Hybrid work model
President's club
Employee awards
Flexible work schedule
Diversity
Documented equal pay policy
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours

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