Dir, Cust Success and Mkt

The Director of Customer Success and Marketing is responsible for driving the success and satisfaction of our enterprise-level customers, developing and executing effective strategies to increase market share, and establishing customer targets and engagement. This role requires a strategic thinker with a proven track record of success in customer success, market share growth, and target strategy development. The Director of Customer Success and Marketing must possess strong leadership, analytical, and communication skills, as well as a deep understanding of market trends and industry dynamics.

Direct Reports: Onboarding, Sales Support, Marketing Coordinator, Market Research Analyst,

Roles and Responsibilities:

1. Customer Success:

• Implementation of ACES with the collaboration of the VP of Sales implementing key measurements.
• Collaborate with sales to expand opportunities within existing accounts.
• Conduct regular customer reviews to understand their changing needs.
• Collaborate internally to help incorporate customer needs into our solution.
• Develop, monitor, and ensure KPIs for the Customer Success Team.
• Monitor & Maintain a deep understanding of competitors.
• Develop solution programs to educate customers about our products.
• Develop and deliver strategic customer success plans that will drive long-term, sustainable growth.
• Present monthly Customer Health progress to the Sr. Leadership Team.
• Identify opportunities for account growth.

1. Marketing & Market Share development:

• Evaluate and measure market share by segment to identify growth opportunities and targets.
• Develop strategies to increase market share in identified segments.
• Conduct market research to identify target audiences, understand customer needs, and analyze competitor activities.
• Develop and maintain a strong brand identity across all marketing channels, including the website, social media, email signatures, collaterals, and branded merchandise.
• Oversee the planning, execution, and evaluation of marketing campaigns.
• Develop and manage the marketing budget, ensuring optimal allocation of resources.
• Track and analyze marketing campaign performance, measuring ROI and identifying areas for improvement.
• Assist with target research using LinkedIn, trade partners, and internal resources.
• Lead the marketing efforts for Requests for Proposals (RFPs) to position Pattison ID effectively in the market.
• Ensure that marketing materials and presentations align with the company's value proposition.
• Develop and execute trade show and event strategies, including budget planning.
• Represent Pattison ID at industry events to enhance brand visibility and generate leads.
• Network with industry leaders and influencers to build relationships and enhance Pattison ID's market position.
• Lead new customer event activities to promote Pattison ID and generate leads.
• Develop and execute event strategies to achieve business objectives.
• Identify competitors and targets for the sales team.
• Develop strategies to differentiate Pattison ID from competitors and capture market share.

1. Target Strategies:

• Create and manage Target database with annual spend, competitors, and influencers identified.
• Identify target customers for sales development team to foster and execute.
• Collaborate with the Vice President of Sales to establish customer targets for sales.
• Develop and implement strategies to achieve these targets.
• Network with customer and industry groups to optimize customer acquisition landscape.
• Enable the sales team to focus on selling and relationship management by providing customer-centric research and insights.
• Lead efforts to provide target engagement of $400 million by 2026.

1. Onboarding & RFI/RFP Management

• Manage new logo and existing account pillar onboarding strategy for success.
• Identify and source internal resources required for new account start-up initiatives while training the organizational stakeholders.
• Build team and process around management of all RFI & RFP activity to meet or exceed deadlines for sales leadership/sales executives. Ensure the quality and presentation of submittal is intentional and optimal pitch.
• Collaborate across organization to confirm alignment of requirements for prototypes and new to market products.
• You are responsible for driving the success and satisfaction of our enterprise-level customers.
• You will lead the Customer Success Team and collaborate closely with other teams to facilitate seamless customer conversion, RFP preparation, onboarding, adoption, value realization, and retention.
• Your leadership skills and deep understanding of the market and our customer needs will help shape our customer success strategy to foster long-lasting relationships with our customers.
• Oversee the entire customer lifecycle from conversion, onboarding, to renewal.
• Ensure consistent delivery of exceptional value and service and delivery of the Pattison Promise.

Measurements for success:

• $400M Targets assigned by 2026
• #1 or 2 in wallet share for every customer served (i.e):
  • Chick-fil-A
  • Shell
  • Wells Fargo
  • Chase
  • GM
  • VW
• Establish and outperform annual marketing budget across Pattison ID
• #RFI invites, #RFP invites, #RFP submittals, Bids Won
• Achieve and exceed sales targets and revenue goals.
• Increase market share in identified segments.

Qualifications:

• Bachelor's degree in Sales, Marketing, or related field.
• 5-10 years of experience in marketing, with a proven track record of success.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication and interpersonal skills.
• Creativity and innovation.
• Leadership and team management abilities.
• Proficiency in marketing automation tools and software.
• Understanding of digital marketing and social media.