ASSOCIATE DIRECTOR, CLIENT SUCCESS

The Role:

At Acceleration Partners, we have three core values that we apply to everything we do: Own It, Embrace Relationships, and Excel & Improve. The ideal candidate will have at least a 5+ year professional track record that aligns to all of these values, along with a desire to provide an excellent client experience. This person will have a history of owning it, assuming personal responsibility for outcomes that deliver on what the company needs. She/he will also have a history of delivering excellence, improving and ensuring adherence to established processes, embracing relationships within a firm and leading via influence not authority. 

The Associate Director, Client Success will lead and be responsible for driving an excellent client experience for their first year of service with AP, working closely with the client onboarding and account teams to ensure we are meeting our clients’ goals and expectations. This person will work closely with the sales team to ensure a successful handoff of new client information and collaborate with the sales team on key learnings to improve the client experience. Additionally, the Associate Director, Client Success may support the larger Client Services team as a centralized resource to participate in new business initiatives that ultimately impact the success of our clients.

Top 5 Job Responsibilities:

  • Exceptional Client Service & Communication – Deliver exceptional client service while communicating with clients, engaging in active and meaningful conversations. Display confidence, show channel expertise and ask clarifying questions to ensure alignment. Actively listen to clients’ needs and ensure our delivery teams are incorporating them into our strategy and deliverables. Proactively oversee and monitor client activities in order to pinpoint potential issues that may impact client happiness and ensure our delivery teams are following AP’s Client Services Methodology.
  • Lead Client Onboarding – Actively oversee from a leadership perspective the sales to delivery and first 100 days of a client engagement. Takes the lead and is accountable for reviewing client contractual terms and documenting within AP’s internal systems. Oversees AP internal and network set-up activities, ensuring key risk areas are reviewed and setup appropriately. Review client deliverables for quality and ensure strategies and recommendations align with the client’s goals and objectives. Keep a pulse on client happiness by monitoring performance and spot-checking client communications, proactively flag where there may be misalignment with client expectations and propose solutions to remedy. Identify key learnings throughout the first 100 days and adjust processes and structures as needed to continuously optimize and improve our client onboarding experience. Client onboarding success is determined by an onboarding satisfaction score of 8 or higher by the client.
  • Liaison with Sales – Be a conduit between sales and delivery and lead the Sales/Delivery IDS sessions, proactively sharing feedback and key learnings/takeaways that will improve the client experience. Work closely with Sales Executives after clients have signed, ensuring a successful transfer of information. Support Sales Executives with custom SLA’s, reviewing projections and answering general questions, with some guidance from Senior Director of Client Success. Participate in company growth initiatives related to rolling out additional product services at scale.
  • Lead, Manage and Hold Team Accountable – Supervises, manages workloads and delegates tasks within Client Success team, with little guidance. Provides real-time feedback to direct reports, while providing training and coaching to elevate and grow team capabilities. Hold direct reports and account teams accountable to client deliverables and timelines, flagging areas of concern proactively. Lead by influence through developing relationships and effectively communicating with delivery and sales team members at all levels, providing guidance, coaching and rolling up feedback internally, as necessary.
  • First 12 Month Strategy - Own the strategy and execution plan for our First 12 Months program, focusing on strategic touchpoints and activities that will lead to client happiness and retention throughout a client’s first year of service. Where there are flags that client happiness or performance may be slipping, work with delivery teams to identify the appropriate resources needed to get the client back on track. First 12 Month success is determined by a First 90 NPS of 65+ and first-year client retention benchmark of 80%+.

What Success Looks Like:

  • By 6 Months… the Associate Director, Client Success will be actively and effectively leading the new client onboarding team and process, with minimal guidance from the Senior Director, Client Success. This person will have audited our full new client onboarding process and will have made recommendations on improvements and efficiencies that will improve the client and team experience. This person will be proactively pinpointing issues that may impacting client happiness, rolling up feedback and bringing recommendations to remedy. This person will have developed relationships with our sales team and is beginning to participate in SLA development and pricing discussions.
  • By 12 Months… the Associate Director, Client Success will have a fully baked First 12 Month strategy that is ready to begin or is already being executed. This person will be operating efficiently with minimal direction or guidance needed from their manager. This person will have a strong handle on our client product offering and is effectively working with sales to ensure our clients are opting into the right level of service. This person is looked at internally as the go-to for anything related to the client experience within their first year at AP.

Location:

The Associate Director, Client Success is a remote, work from home position, as are all positions at Acceleration Partners (a structure central to our culture and our vision to change the work/life paradigm). Ideal candidates must reside within a reasonable driving distance of any of our key hub regions: Boston, New York City, Philadelphia, Chicago, Denver, Santa Barbara/Los Angeles or Seattle.  Some travel is required for client meetings, conferences, other internal meetings, etc.
 

You are a great fit for this role if you:

  • Have strong internal motivation to get the job done and done well, with no room for errors
  • Love to build client strategy and have a knack for ensuring strategy is well communicated
  • Are a strong presenter and enjoy presenting to prospective and existing clients
  • Possess mature and measured judgment, and the ability to solve problems on your own
  • Emphasize incredible attention to detail and are capable of multi-tasking and coordinating several projects at once
  • Possess superior written and verbal communication skills
  • Display accountability, always meeting deadlines and keeping commitments
  • Know how to collaborate with team members in a remote environment
  • Have confidence and poise in client meetings and difficult situations where it may be necessary to push back
  • Thrive in a fast-paced environment and enjoy bringing order to chaos
  • Prioritize competing objectives and manage time with skill
  • Recognize the importance of being engaged in your work and keeping clients engaged as well
  • Works independently comfortably, and with minimal supervision

Minimum Qualifications and Skills:

  • 5+ years of affiliate marketing experience, agency experience a plus
  • Knowledge of Affiliate Networks (Impact, ShareASale, Commission Junction, etc.) required
  • Bachelor’s degree or relevant work experience required
  • Ability to travel up to 15%
  • Professional and polished, no coaching needed
  • Previous experience successfully managing and motivating a team of 2+ direct reports
  • Work from home and corporate office experience, a plus

 

WHY ACCELERATION PARTNERS?

Acceleration Partners is the premier global partner marketing agency. By focusing on Better People, Better Processes and Better Performance, our team sets the standard for how brands efficiently grow and refine their marketing partnerships anywhere in the world.

A trusted agency partner to leading brands, our team of seasoned marketers and industry experts help companies build meaningful, lasting, performance-based relationships with strategic partners.

Acceleration Partners has received several prestigious awards and accolades for both our client services and culture, including “Best Agency” (International Performance Marketing Awards), “Best Workplaces” (Inc.), “Best Places to Work” (Glassdoor), “Most Committed to Work-Life Balance” (Digiday).

Some of our clients include adidas, Hotwire, LinkedIn, Redbubble, Reebok and StubHub

Acceleration Partners is committed to a diverse workforce and we are an equal opportunity employer. We evaluate applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability, or veteran status. 

 

#LI-REMOTE

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Acceleration Partners are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.