Chief Customer Solutions Officer

LiveRamp is the leading data connectivity platform. We believe connected data has the power to change the world. Our platform powers insights and experiences centered around the needs of real people, and in ways that keep the Internet open for all. LiveRampers thrive on building together with curiosity and humility—and have a good bit of fun along the way. We’re always looking for smart, kind, and creative people to grow our team and impact.

Mission: LiveRamp makes it safe and easy for businesses to use data effectively.

LiveRamp is looking for a highly effective executive to become the Chief Customer Solutions Officer (CCSO) within the Commercial Organization.  This role has total ownership over LiveRamp’s relationships with customers and will provide a single vision for all customer touch points and experiences.

The Chief Customer Solutions Officer will be responsible for leading teams and programs to ensure our customers achieve quick time to value, have successful adoption of our products, and grow their return on investment with LiveRamp over a lifetime.  The Customer Solutions group includes Customer Success, Customer Support, Implementation and Services teams.  The CCSO consults on critical initiatives and opportunities in partnership with key internal partners (including Sales, Solution Architecture, Engineering, Product and Marketing) to drive innovation and value for LiveRamp’s customers.

Reporting directly to the Chief Commercial Officer, they will ensure LiveRamp is not only delivering on a core LiveRamp value of Loving our customers, , but also ensuring that customers see LiveRamp as a strategic & foundational partner who drives value for their business. 

You will:

• Be loved by our customers and the face of LiveRamp to many of our customers
• Drive customer-centricity and a customer focused mentality across LiveRamp
• Be responsible for identifying and driving customer strategy while leading LiveRamp's Customer Success, Support and Services teams by providing vision, planning and prioritization for team resources and alignment
• Provide strategic and operational leadership in all Customer Success and Professional Services areas including all segments of the business from SMB, Commercial to Enterprise.
• Oversee the improvement of process efficiencies within the different customer facing organizations including establishing process and operations where needed in partnership with Operations and Finance to ensure scalability.  The role has operational ownership of the customer journey model and engagement playbooks, with goals around improved time to value, retention and use case expansion
• Consult on initiatives and opportunities to drive innovation and value for customers
• Communicate performance metrics, trends, and results with accountability to the Executive Team
• Understand market conditions and industry standard methodologies and apply to philosophies and processes, communicating recommendations as vital for the company to remain compliant and competitive.

 Your team will:

• Work with LiveRamp customers to make sure they have the best experience possible -  the ultimate goal is to make sure we have clients who LOVE working with LiveRamp
• Drive renewals, net retention, and CSAT metrics
• Profitably grow the LiveRamp Global Services business to a world class services operation in support of our SaaS business
• Partner with product on prioritizing a roadmap that will tackle our customers biggest challenges influencing product quality and interoperability, to ensure a best in class experience for all customers and partners.

About you:

• Minimum of 20 years of related global leadership experience with at least 10 years of senior leadership and management of similar customer success and professional services teams within SaaS or technology organization.
• Demonstrated ability to influence cross-functional partners and the Executive Leadership team to impact decision-making
• Must have an ability to think strategically and objectively and effectively translate data into measurable insights/strategies
• Ability to work effectively within a fast paced, changing environment that is going through high growth
• Strong results orientation with a consistent track record of flawless execution and strong attention to detail
• Strategic analysis/creative problem solving, business judgment and financial acuity are required
• Shown success in leading high-performance teams, achieving results through others, and being a strong standout colleague

Benefits

• People: work with talented, collaborative, and friendly people who love what they do.
• Fun: we host in-person & virtual events like game nights, happy hours, camping trips, and sports leagues. 
• Work/Life Harmony: flexible paid time off, options for working from home, and paid parental leave.
• Whole Health Package: medical, dental, vision, and disability insurance. Plus mental health support (via Talkspace) and fitness reimbursement up to $100 per month. 
• Savings: our 401K matching plan helps you plan ahead.
• RampRemote: a comprehensive program to assist you in setting up a home office that works for you
• Location: work in the heart of SF, Phoenix, NYC or Seattle. Open to remote for right candidate.

More about us

LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. 

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To all recruitment agencies: LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes.