VP - Global Customer Success

London, United Kingdom /
Sales /
Full Time
Zeotap is a Customer Intelligence Platform (CIP) that helps companies better understand their customers and predict behaviors, to invest in more meaningful experiences. We enable brands to build on a nucleus of first-party data to win new customers and grow their loyal base. Our independent but seamlessly integrated modules include customer data unification, identity resolution, enrichment, analytics/modeling (including in data clean rooms), and activation to 100+ partners in the marketing ecosystem. 

Recognized by Gartner as a "Cool Vendor" (2020) and by AdExchanger as the “Best Data-Enabling Technology” (2019), our platform meets the highest enterprise data privacy and security standards, including GDPR, ISO 27001 and CSA STAR. We serve the world's top brands, agencies and publishers across a dozen countries in Europe, North and Latin America, and APAC. Zeotap is also the founding member of ID+, a universal marketing ID initiative. 


The Role

The VP of Global Customer Success will be responsible for leading the Customer Success Group (CSG) that makes every customer committed to Zeotap for life.

This highly effective business and technology leader will have the ability to marshal global resources to address any customer satisfaction, adoption, expansion, and/or renewal opportunities resulting in clear accountability and consistent service to the customer.

This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Premier Success products and add-ons which are critical to a customer’s success with Zeotap.

This leader will work closely with Sales leadership to develop and execute go-to-market strategies to facilitate the development of joint solutions and business plans to meet or exceed annual ACV targets.

This executive will identify and develop expansion and renewal targets, define the value proposition, and engage and train the global CSG organization on rules of engagement and operational procedures to quickly resolve issues and identify sales opportunities while ensuring mutual success. 

This executive will report on all pre-sales and install base activity and forecast directly to the Chief Revenue Officer. 


Your Impact 

This is an incredibly important role as you will directly impact the growth and trajectory of Zeotap. You will be masterful with internal and external engagements and put the customer in the center of everything you do. You will work closely and collaborate with the Zeotap ecosystem to inspire them to support you so you can exceed your assigned quota. 

Responsibilities:

    • Zeotap executives are inspirational leaders that create a vibrant, inclusive culture that inspires people to do their best by epitomizing our 4 core values while they create and execute strategies, drive collaboration and align resources, and extend our culture to our customers.
    • They partner with customers and internal stakeholders to drive consensus on mutual success.
    • They build, cultivate and maintain high performing teams, establish new objectives, coach for success and manage joint-selling and success initiatives.
    • Zeotap leaders always have a successful track record of collaborating with multiple cross-functional stakeholders, including sales, marketing, product, and operations and are comfortable interacting regularly with senior level leaders and the ELT to ensure GTM objectives are met.

    • Last, they maintain a deep understanding of Zeotap technology and are able to articulate Zeotap propositions to facilitate and achieve the following: 

    • Increase awareness of the entire suite of Zeotap solutions across all regions.
    • Drive the strategy and alignment of customer success and transformational impacts to accelerate and expand business value for prospective and existing Zeotap customers.
    • Create evangelists by listening to customers closely and delighting them with impactful user experiences and services.
    • Design and execute a GTM model that includes specific GTM business plans by geo, industry, and segment.
    • Develop and operationalize playbooks and process that ensures the CSG organization can scale to meet the needs of our customers that results in long-term strategic partnerships.
    • Facilitate actionable planning which will include the development of joint solutions, success enablement, and expansion pipeline generation that results in the team attaining quarterly and annual ACV & renewal targets.
    • Manage and scale customer relationships to maximize growth and to ensure customer commitment and success including directly building and nurturing C-level relationships across strategic and high value accounts.
    • Collaborate on joint account, territory, and portfolio planning and strategies with regional and global Sales and Success leadership.
    • Initiate and conduct Success readiness and training events by geo to foster a consistent and valued customer experience.
    • Team closely with Marketing to drive greater awareness of Zeotap into the install base along with planning industry, account, and product focused on and offline events.
    • Actively manage opportunity pipeline and key business metrics including bookings, revenue, utilization, and expenses against the CSG’s objectives to exceed ACV & renewal targets.
    • Establish relationships with leadership across Sales, Product, Channel, and Marketing to ensure cross-functional alignment at scale that drives additional value to customers.
    • Demonstrate through Zeotap software demonstrations and rapid prototyping how connected experiences come to life with Zeotap. This includes but is not limited to the delivery of executive level demonstrations, construction of future state customer journey strategies, and developing digital marketing and advertising roadmaps.
    • Learn and distribute market intelligence to your team(s) and greater Zeotap ecosystem.
    • Accurately report and forecast activity to executive leadership.
    • Become a trusted advisor.

Requirements:

    • Broad-based business and technology expertise with 15+ years of relevant CSG experience, scaling a high-growth global Success organization delivering software based business solutions to a wide variety of digital marketing organizations.
    • 10+ years of proven track record of building and leading CSG teams and associated revenue in a high growth Ad and/or Marketing Technology company.
    • This individual must possess a high EQ an ability to lead with positive influence and exhibit leadership qualities that inspire collaboration and trust to support Zeotap’s global Customer Success strategy.

    • Across all Zeotap leaders, we are looking for the following attributes: 
    •  
    • Track Record: the proven ability to build and grow a world-class global organization through talent acquisition, development, and retention characterized by high productivity and morale.
    • Business Acumen: the ability to engage at every level of a business and understand how to translate business problems and/or initiatives into partnerships.
    • Industry Expertise: proven experience cultivating strategic relationships with global and regional digital marketing organizations that leverage platform solutions like ESP’s, DMP’s, and/or CDP’s.
    • Technical Acumen: a strong understanding of marketing technologies that leverage on and offline consumer behavior & attributes / 1P – 3P data.
    • Consultative Selling: expertise creating differentiated, credible, and successful business cases highlighting revenue growth plans with partners with a focus on mutual success.   
    • Results Driven: a demonstrated ability to drive significant NRR growth through the execution of adoption, expansion, and renewal best practices with a tenacious desire to achieve better outcomes via an ongoing desire to iterate.
    • Collaborative: you are easy to do business with and are capable of building and maintaining strong relationships with a diverse set of internal and partner constituencies including senior level executives, legal, finance, support, sales, and marketing experts.
    • Urgency: high energy with a persistent drive to execute with urgency and effectively manage time.
    • Competitive Spirit: an enthusiasm for competition and over-performance.
    • Change Agent: Demonstrated ability to influence functional groups to a shared vision.
    • Passion: a love affair with digital marketing and enabling brands to better understand their customers.
    • Traveler: dedicated to work with the team, key stakeholders, and customers in person whenever possible.
    • Prospecting Skills: a relentless search to find opportunities to expand the value for prospective and existing customers.
    • Compelling & Effective Communicator: an outstanding communicator with excellent presentation skills; dynamic and persuasive in presenting ideas to both internal and external C-level stakeholders.
    • Self Enabler and Learner: you have and curate a broad knowledge of relevant technology and partnership trends.
    • Resourceful: the ability to overcome obstacles without sacrificing policy or process.
    • Coachable: a life-long passion for learning and providing feedback.
    • Transparent & Trusted Advisor: you are unbiased with your positioning when appropriate and are continuously investing in yourself and your customers to become experts.

What we offer

    • Competitive compensation & benefits
    • Unmatched Global support system
    • Fast-paced, collaborative & fun culture
    • Exposure & access to industry experts & teammates that live our values
    • Work with very driven entrepreneurs & a network of global senior investors across Telco, Data, Advertising & Technology
Zeotap welcomes all – we are equal employment opportunity & affirmative action employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
 
Interested in joining us?
 
We look forward to hearing from you!