Director, Customer Success (Commerce Demand)

| Greater Boulder Area | Hybrid
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About the Team

As a member of the Sovrn Commerce team, you will help e-commerce retailers (“merchants”) earn incremental sales via our large and growing network of influential publishers.  Since we live on the emerging edge of what’s possible, our team is made up of people who love to learn.

About the Job

The Director, Commerce Demand is a pivotal position to the future success of Sovrn. As an integral part of our sales team, you are managing a small but growing team of sales and account management professionals. This team is focused on the Commerce business - ensuring success with existing CPC, CPA and Merchant partners as well as bringing in new business.  This is an opportunity for someone to make an impact on the bottom line and deepen their knowledge of the affiliate / commerce space as a leader.  

What you’ll be doing:

  • Responsible for managing SDR, AE’s and AM’s on the Commerce Demand team
    • Existing Clients -  set your AM’s up to provide excellent service to existing clients
      • Build new and refine existing AM processes and reporting
      • Establish customer QBR processes
    • Manage Upsell and Cross sell processes and targets for existing clients
      • Ensure client outreach to identify and qualify expansion opportunities
      • Manage opportunities pipelines in SalesForce CRM
    • Commerce Product Delivery
      • Work with Product / Engineering teams to deliver our product
      • Deliver client feedback to Product / Engineering teams 
      • New Clients -  set your SDR’s and AE’s up to exceed sales targets on new customer identification, qualification, integration and contracting
    • Manage new business pipeline and forecasting in SalesForce CRM
    • Ensure sales team meets or exceeds new customer targets each quarter
    • RTB Integrations and Reporting
  • Work with Product team to enhance the implementation and integration processes new CPC Partners
  • Contracts
    • Manage contracting processes
    • Manage Transition of new buyers after on-boarding to RTB and CPA programs Retain and grow commissions and commission rates from our advertisers through publisher reviews, on-site visits, strategic planning, and education
  • Gain a deep understanding of our advertisers’ business goals and turn data into compelling stories and actionable insights to help them succeed
  • Travel to industry trade shows and events

About You

You’re driven, thoughtful, and curious. You are highly coachable while being able to work autonomously. You recognize and act on opportunities to be proactive when supporting clients.  Above all, you love learning, and sharing what you know.

The successful candidate will have:

  • Bachelor’s Degree and/or relevant working experience 
  • Track record managing existing clients
  • Interest or experience in the Commerce ecosystem
  • Troubleshooting skills to facilitate management and data reporting for customers
  • Attention to detail and ability to process information quickly and accurately
  • Internet savvy with a strong proficiency in office productivity tools (Gmail, Google Apps, Microsoft Office, Confluence/JIRA, Salesforce CRM)
  • Understand and ability to navigate BI reporting tools such as Looker, Tableau, Grafana, and Metamarkets
  • Must be able to work and communicate in a concise manner across the organization
  • Strong written and verbal communication skills, excellent listening skills and the ability to adjust to the personalities of various partners
  • Strong project management, organization and prioritization skills
  • Ability to multitask with effective resolution management in a fast-paced, growing environment
  • Ability to design and articulate solutions for customers challenges
  • Flexibility in approach and willingness to adapt when necessary
  • Must be able to confidently make decisions on behalf of the team for areas of responsibility

Bonus Points

  • Minimum 2 years Sales Management experience
  • Understanding of Affiliate / Commerce ecosystem 

This position reports to: VP, Global Demand & Agency Partnerships

About Sovrn

Publishers create the content the world depends on for education, entertainment, and commerce. Sovrn provides products and services to tens of thousands of online publishers to help them grow, operate their business, understand their readership, and manage consumer data. Sovrn is headquartered in Boulder, Colorado with offices in San Francisco, New York, and London. 

With 10,000 customers deploying one or more products across 30,000 websites, Sovrn reaches 200M consumers across more than 3.5B pageviews everyday. Sovrn has been a leader in online publisher technology since its founding, and has been recognized by IAB, JICWEBS, and TAG for its role in combating advertising fraud and promoting pro-transparency initiatives. Sovrn is dedicated to helping content creators do more of what they love, and less of what they don’t.

Sovrn is an Equal Opportunity Employer

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Location

We are in a brand new building, close to breweries, restaurants and coffee shops. Easy to get to, plenty of parking and the bus stops right out front.

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