gumgum is hiring a

Director of Customer Success and Operations, Verity (AdTech)

New York, United States

Summary

GumGum is a global technology and media company specializing in contextual intelligence. For over a decade, we have applied our proven machine learning expertise to extract value from digital content for the advertising industry. The company’s contextual advertising engine, Verity™, comprehends the meaning of text, images and video online, allowing marketers to safely and precisely place ads where people are most engaged. Combining that contextual targeting and brand safety intelligence with proprietary high-impact ad formats, GumGum’s advertising solutions deliver industry leading efficiency, accuracy and performance.

GumGum’s Director of Customer Success & Operations, Verity is responsible for developing strategies and practices that will enable our client brands, agencies, DSPs, SSPs, and other ad tech platforms to understand the possibilities of GumGum’s Verity solution and how to leverage  our new contextual and brand safety data offering. Serving in a leadership capacity, the Director will develop processes and practices to ensure that partners and clients have a successful experience with Verity.

The Director will lead the engagement, success, retention and growth of Verity partners and customers. You will play an integral role at GumGum representing the voice of the customer while connecting with every function in the organization. You will understand the realities of our customer’s business and innovate on the best way for Verity to become an integral and impactful part of our clients’  businesses.

Reporting to the VP, Growth for Verity (title to be finalized), you will collaborate on strategies and key decisions for launching this important line of business for GumGum from infancy stage by leading practices and strategies in areas such as product marketing, internal and external operations, account management, client service, customer loyalty, process development, and more.

****Please note we are working from home until September 2021

Responsibilities

Customer Loyalty Development

  • Understand our customers' and partners’ objectives in leveraging Verity and serve as a ‘customer champion’ to ensure a successful integration throughout the organization
  • Evangelize product improvements to customers through proactive outreach, webinars and other promotional strategies

Customer Care, Growth & Retention

  • Serve as the main point of contact for any complex or intricate customer or partner issues or troubleshooting
  • Define and optimize the life cycle for our customers and partners including processes and touchpoints from implementation to retention and growth

Voice of the Customer

  • Monitor and report on the progress and ‘health’ of all customers and partners across the organization
  • Partner and collaborate with Sales leadership to develop an account engagement strategy with a focus on account health, resulting in increasing account revenue
  • Synthesize customer and partner feedback and identify key opportunities based upon Enterprise needs to influence product strategy and direction
  • Collaborate effectively with cross-functional partners (Product, Marketing, Engineering, Operations) to drive success for customers and partners

Product Marketing

  • Develop marketing plans and materials to drive business development and sales
  • Create consistent positioning statements, messaging and associated proof points to generate public-facing marketing collateral
  • Work closely with product development team to determine how best to position Verity
  • Create materials for sales presentations and pitches
  • Focus on implementing programs that consistently generate new, high quality leads 
  • Serve as a subject matter expert of the competitive landscape,  our competition and how they are positioned
  • Represent the company at all times and with virtually any audience to explain the customer-led benefits of Verity

Operational Excellence

  • Collaborate with executive-level management in the development of performance goals and long-term operational plans
  • Set strategic goals for operational efficiency and increased productivity
  • Build and maintain relationships with all department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
  • Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks
  • Devise strategies to ensure growth of programs enterprise-wide, identifying and implementing process improvements that will maximize output and minimize costs
  • Plan and monitor the day-to-day running of business to ensure smooth progress
  • Review financial information and adjust operational budgets 
  • Manage relationships and agreements with external partners and vendors

Metrics & Reporting

  • Evaluate overall performance by gathering, analyzing and interpreting data and metrics
  • Analyze and understand customer churn and work to implement solutions to remedy
  • Define and deliver targets and key metrics through operational excellence

Benefits & Perks

  • Competitive health, vision and dental benefits
  • Healthcare including 100% coverage for Employee + Spouse/family 
  • Dependent care FSA
  • Employer-matched 401(k) plan
  • Stock incentive program (role dependent)
  • Paid parental leave
  • Goodly - student loan contribution plan
  • WFH monthly stipend 
  • Anniversary recognition and awards
  • Fitness reimbursement and wellness workshops
  • Discounted Pet Health Program
  • Flexible time off and work schedule
  • Stocked kitchen & Everytable Smartfridge
  • Dog-friendly HQ office - we love our fur babies! Check us out on Instagram @dogsofgumgum
  • Incredible work/life balance with a collaborative and friendly work space
  • GumGum Gives Back volunteering opportunities
  • Team building lunches and events, and monthly company celebrations
  • Virtual monthly team bonding events 

 

Career & Development Focus

  • Ongoing learning and development for education opportunities such as webinars, books, classes, relevant conferences and events
  • Opportunities to pursue business related side projects and yearly Hackathon
  • Highly encouraged to contribute to open source software, including our own open source software
  • Environment of learning from peers, including meetups, presentations and blog posts
  • Opportunity to work with cutting edge technology
  • Life Skills sessions - geared towards the whole life/ health / person
  • Leadership Bites Dinner Series - connecting current and future GumGum leaders over great food and meaningful conversation 
  • Stride - our company council committee to share learnings, give updates and provide feedback to the company regarding initiatives and discussions around diversity, inclusion and equity.

Our Values…

Thoughtful…We listen to understand different perspectives, show everyone respect, and relentlessly seek solutions for our clients (internal and external)

Agility…We are quick, nimble, and change direction gracefully, while maintaining control.

Grit…We bring energy and perseverance to everything we do.

Our Culture...

GumGum recently earned LA’s Best Places to Work Award in 2021 by BuiltInLA, and Inc. Magazine’s Best Places to Work in 2020 and it’s no surprise why. With company-sponsored social hours, annual holiday celebrations and on-site gatherings, GumGummers enjoy a fun, creative and collaborative workplace. We provide ourselves on our strong track record of giving employees the autonomy and support they need to succeed. 

Check us out on Instagram: @gumgum