Search Engine Marketing SEM Account Director

Clickable ( http://www.clickable.com ) is an innovative, venture-financed Search Engine Marketing (SEM) technology start-up, based in New York City. We are looking for an experienced search marketer who has significant account management and client services expertise to build and lead our account management team. The ideal candidate has SEM technology or agency experience, a background managing web technology or online application customers, and expertise working with small to medium sized business customers. The role requires a blend of account management, customer service, training and advocacy, and the ability to identify product needs and requirements.

The position is based in New York City.

Responsibilities
• Build and lead an account management and customer service team, defining processes and systems that can scale as the business grows
• Run an extensive beta program, ensuring successful trials and guiding trial users to convert to paying customers
• Define and implement a systematic customer engagement and outreach program, managing client accounts through trial, setup, troubleshooting and ongoing support
• Develop a customer education and training programs to enhance customers’ knowledge and use of the product and overall Search Engine Marketing expertise
• Facilitate the programmatic collection of meaningful, actionable product feedback that drives new product features
• Provide key business and customer metrics and strategies for continuous improvement in customer satisfaction
• Contribute to product strategy and marketing initiatives, delivering key customer insights

Qualifications
• An SEM or online advertising background, preferably in account management, client services, sales engineering or customer support
• Experience providing account management and customer support for web technologies, web services or online applications / products
• Experience working with business-to-business (B2B) and small to medium business (SMB) customers
• Proven track record building, growing and managing customer teams and delivering increased product adoption and customer satisfaction
• Ability to initially define and manage all account management and customer support initiatives individually, while scaling a team
• Experience working with CRM systems and developing account management protocols and procedures
• Experience developing training and customer education programs that increase product adoption and user skills
• Ability to systematically leverage customer interactions to provide valuable product insights
• Proven ability to manage multiple projects simultaneously and wear many hats in a fast-paced, entrepreneurial, non-linear environment
• College or university degree

Contact
• jobs@clickable.com

Company
Clickable (http://www.clickable.com) is an innovative, venture-financed technology start-up in the Search Engine Marketing (SEM) space that is currently in public beta and was recently selected as a finalist to present at the inaugural TechCrunch40 conference. Clickable provides an online solution that makes creating and managing online advertising simple and effective. With Clickable, advertisers are empowered to self-manage their ad buying, yielding transformational results.