Director, Client Success

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About Invision

We’re an experiential marketing agency that specializes in creating dynamic brand experiences that make an impact, and we believe these experiences are important moments that can happen anywhere — whether onsite at an event, online, at the top of a billboard or in any other channel of a campaign.

Audiences are overwhelmed with other brands competing for their attention, so it takes a true expert to break through and make those moments an experience. That’s where we come in… employee-owners with a diverse skillset and history of doing darn-good, results-driven, award-winning work.

With offices in SF Bay Area, New York and Chicago, our client partners include some of the most recognizable brands in the world. We help brands own every moment, wherever they take place.

Job Details

  • Job Title: Director, Client Success
  • Supervision Received: SVP, Client Success
  • Exemption Status: Exempt

Job Summary

The Director, Client Success leads a team which may include an Director, Client Success, Client Success Manage and/or Client Success Coordinator. The Director, Client Success is responsible for acquiring new Clients as directed and for developing and growing the business within existing accounts. The Director, Client Success develops and maintains ongoing Client relationships gaining a deep knowledge of Client’s business needs and works with the Client to develop and implement communication solutions using internal production and partner resources to meet those needs.

Tasks/Responsibilities

The general duties and responsibilities of the position are as follows:

Existing Account Relationships

  • Grow business and expand reach within existing accounts
  • Manage, support and mentor account team
  • Build and expand trusting, professional relationships with Clients
  • Capitalize on every opportunity to understand Client’s products and services, business objectives, challenges and opportunities
  • Work with EVP, Client Success and Business Development and Executive Sponsor to develop account plans
  • Engage and lead internal teams in preparation for meetings and/or presentations
  • Continuously update Client by performing capabilities presentations
  • Meet on a regular basis with Clients to discuss business plans and opportunities
  • Collaborate with management, production, creative services and partners in the development of plans and programs to help Clients meet their business objectives

Proposal Process

  • Direct the proposal process and team as defined in the proposal process document
  • Collaborate with the Producer and Creative Director on Client background, project requirements and Client budget expectations and margin targets
  • Collaborate with Producer and Creative Director on Client messaging, creative development and pitch design
  • Collaborate with Producer and Creative Director on staffing requirements and selection
  • Set up input session and follow up meetings with the Client
  • Provide the proposal team with all pertinent Client and project information
  • Participate in proposal budget review prior to obtaining approval
  • Manage all pitch meeting logistics including scheduling and confirmation of all pitch attendees
  • Participate in pitch to the Client
  • Follow up with Client on decision and communicate outcome to team

Production Process

  • Support Producer in their management of the production process
  • Collaborate with Strategist, Producer and Creative Director to ensure complete understanding of project requirements, budget expectations, resource requests and deliverables
  • Review budget and proposal with Client and secure written approval
  • Communicate with Client as needed regarding the progress of their project
  • Offer creative input to Producer and/or Creative Director where appropriate
  • Assist Producer in gaining Client approval for overages if requested by Producer
  • In event production participate in on-site rehearsals, serve as Client liaison and meet daily with production team to review progress and discuss on-site needs
  • In media and video production ensure that all deliverables are checked for quality prior to delivery to Client

Post Production Process

  • Collaborate with Producer to ensure accurate Client invoicing
  • Conduct final budget review with Producer and Client
  • Participate in post-project review with production and creative teams
  • Participate in post-project review with Client

Office Responsibilities

  • Ensure that accurate prospect, forecast, project and Client information including Account Profiles are entered and maintained in project database
  • Create, update and distribute Project Overview to project teams
  • Obtain signed master agreements and budgets, POs and/or SOWs for each project
  • Ensure that Clients are invoiced in accordance with internal policies and Client agreements
  • Ensure all Client invoices are paid in a timely manner
  • Ensure all proposal and project elements are archived in project database as described in the archiving checklist
  • Create and present case studies at staff meetings periodically
  • Special projects as assigned by SVP, Client Success

Skills, Knowledge & Abilities

  • Ability to effectively manage an account team responsible for revenue of $5,000,000 and above
  • Strong knowledge of production industry
  • Strategic planning and creative problem-solving skills
  • Exceptional communication and presentation skills
  • Ability to communicate effectively with all levels of management
  • Ability to work well under pressure in a fast paced, dynamic environment
  • Ability to multitask and prioritize effectively
  • Ability to effectively manage teams as well as work effectively as part of a team
  • Passion for providing excellent service and quality

Hours

  • Office hours are 8:30 a.m. to 5:30 p.m., Monday through Friday (40 hours per week). However, due to the nature and scope of the position days and hours may fluctuate.

Physical Requirements

  • Ability to perform job duties that may include an average amount of lifting ( or – 25lbs.), sitting, bending, stooping and standing is required.

Travel Requirements

  • Heavy travel is associated with this position. Travel for InVision related business is reimbursable at the amount allotted under state & federal guidelines.

Education/Experience

  • This position requires a minimum of seven years of experience in a corporate communications or related field as well as a proven sales track record.

Salary

  • The salary range for this role is from $100,000.00 to $150,000.00. Specific pricing for the role may vary within the above range based on factors including geographic location, candidate experience, and skills. This role may also be eligible for additional compensation. Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, which if any, depends on various factors, including, without limitation, individual and organizational performance. In addition, employees are eligible for benefits including paid time off, medical, dental and retirement.

The above statements are meant to describe the general routine nature of work performed by people being assigned to this classification. This should not be construed as a contract or an all-inclusive list of job requirements. Invision management reserves the right to alter the job description and/or position classification based upon business necessity and company profitability.
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