Director, Customer Solutions & Growth

<p>Director, Customer Solutions &amp; Growth</p>

<p>masterworks.agency &amp; infinite.media</p>

<p><br></p>

<p>As the Director of Customer Success &amp; Integrated Services at Infinite Media, you will be the key&nbsp;leader responsible for the strategy, integration, and operational execution across our core&nbsp;client-facing service teams: Customer Success, Media Services, and Creative Services. You will&nbsp;play a crucial role in ensuring our offerings are cohesive, performance-driven, and aligned with&nbsp;client objectives and agency growth goals.</p>

<p><br>This leadership role requires a unique blend of strategic thinking, deep operational&nbsp;understanding of media and creative disciplines, and dedication to fostering superior customer&nbsp;partnerships and satisfaction.<br><br></p>

<p>Key Responsibilities:</p>

<p>Strategic Leadership &amp; Service Integration</p>

<ul>

<li>Oversee the strategic coordination between the Customer Success, Media, and Creative teams to deliver a seamless, high-performance client experience.</li>

</ul>

<ul>

<li>Define and implement robust internal processes and workflows that optimize the handoff and collaboration between service departments, improving efficiency and service quality.</li>

</ul>

<ul>

<li>This includes collaborating closely with other department leaders to ensure a unified approach to client success.</li>

</ul>

<ul>

<li>Maintain a deep understanding of our customers' industries, markets, and competition, and stay up to date on industry trends and emerging technologies to propose innovative, aligned solutions.</li>

</ul>

<ul>

<li>Ensure that all integrated solutions (creative output and media execution) are directly aligned with the company's strategic goals, overall Customer Success objectives, and client performance goals.</li>

</ul>

<p><br></p>

<p>Customer Relationship Management &amp; Excellence</p>

<ul>

<li>Build and maintain high-trust, transparent relationships with key customers across the entire lifecycle, from pre-sales consultation through renewal.</li>

</ul>

<ul>

<li>Serve as a senior point of contact and collaborative partner, advising customers on marketing strategies, understanding their business goals, and translating those into actionable objectives for the teams.</li>

</ul>

<ul>

<li>Ensure the effective and professional delivery of complex campaign performance data, regular reports, and strategic presentations to clients.</li>

</ul>

<ul>

<li>Oversee the continuous refinement of onboarding materials and customer success documentation, ensuring prompt and professional resolution of elevated customer concerns and issues.</li>

</ul>

<p><br></p>

<p>Revenue Growth &amp; Business Development</p>

<ul>

<li>Identify new opportunities within our existing customer base for revenue growth and collaborate with the team to uncover upsell and cross-sell opportunities.</li>

</ul>

<ul>

<li>Aid in company growth by identifying and contacting prospective customers and supporting the sales team in high-value pitches.</li>

</ul>

<p><br></p>

<p>Company Leadership &amp; Talent Development</p>

<ul>

<li>Manage a team of Customer Success Managers and Creative Directors to ensure cohesive strategic execution.</li>

</ul>

<ul>

<li>Set clear, measurable goals for the Customer Success team, and contribute to the broader service goals of the company, monitoring performance and providing regular feedback.</li>

</ul>

<ul>

<li>Foster a collaborative and high-performance environment across all integrated service teams. Aid in defining necessary skill sets and hiring profiles to scale the service delivery teams effectively.</li>

</ul>

<ul>

<li>Lead by example, embodying the core values and vision of Infinite Media.</li>

</ul>