Customer Services Director, Product & Innovation at VMLY&R (Cleveland, OH)

| Cleveland, OH
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VMLY&R COMMERCE is WPP's newest end-to-end Creative Commerce Company. Built on the commerce expertise of Geometry and scaled through VMLY&R's connected brand promise, we help modern brands grow by unifying marketing strategies around commerce.

We believe the space of commerce holds the most untapped creative potential to grow brands and people. Living CommerceTM is our proprietary approach and platform that guides how we work. By understanding how, when and why people buy, we deliver the most engaging and culturally-relevant creative commerce experiences across Retail, Experience, Design and Innovation. We do this as part of a network of 12,000 specialists across 80 countries, everywhere life intersects with commerce - this is end-to-end.

VMLY&R Commerce is a leader in end-to-end commerce and wants to stay at the cutting edge of commerce capabilities. The Products and Innovations team hold the responsibility of identifying areas of innovation, identifying solutions, developing products, and partnering with the growth teams to deploy them on business opportunities.

The Products and Innovation team is looking for a Customer Success Manager that will be the bridge between the client/growth teams and the product development team. The role's primary goal is to become a business accelerator that understands client challenges, link the challenges to our products and solutions, and determines their best application. Since VMLY&R Commerce (VYC) is not a product company, this is an "augmentor" or "business accelerator" role and not a sales or customer support role.

  • Be the ambassador of the Open Platform and VMLY&R Commerce products with the ability to demonstrate the platform, products, and their benefits.
  • Partner with client teams to understand client challenges and opportunities where the Open Platform can add value and aid in client growth or retention.
  • Partner with growth teams to identify and tackle new business opportunities where the Open Platform and tools can accelerate conversion.
  • Identify new product ideas and areas for the product development team.
  • Support on the governance of new products developed in the market.
  • Lead the development of the customer success process for the organization.
As part of the WPP Group, VMLY&R offers one of the best overall compensation packages in the business.

Required Skills & Experience
  • The ideal candidate will have experience in setting up and managing a customer service team for a product organization. You will have Technical and SAAS knowledge and the ability to speak to technical customers in their language. You will also have experience in architecting services based on customer data, client feedback, and internal growth lead input.
  • Change management capabilities and patience are also needed in spades. Not only is the product team new in our organization, but we are also not a product company. Enabling growth through products and platforms is a new approach for the organization that will require handholding.
  • In essence you will have proven experience in the following:
  • Developing Customer Success Approaches: Our business model requires a modification of standard customer success approaches developed by product organizations.
  • Supporting Client Teams: Work with the client teams to add value and grow revenue through the implementation of the platform and products.
  • Accelerating the Growth Team Agenda: Work on pitches with the growth team to increase differentiation and conversion due to our
  • Increasing Internal Adoption: Increase platform and product adoption within our organization and across WPP.
  • Supporting a Product Development Team: Work with the product development team on new deployments and new product development.
  • Governing New Product Development: Be part of the governance team for new product development at the market, region, or global level.
VMLY&R is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

More Information on VMLY&R
VMLY&R operates in the AdTech industry. The company is located in Kansas City, MO, Parsippany, NJ, New York, NY, Washington, DC, Miami, FL, Atlanta, GA, Cincinnati, OH, Detroit, MI, Kalamazoo, MI, Chicago, IL, Nashville, TN, Memphis, TN, Austin, TX, Dallas, TX, Rogers, AR, Minneapolis, MN, San Francisco, CA and Seattle, WA. VMLY&R was founded in 2022. It has 10423 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all 107 open jobs at VMLY&R, click here.
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