• Manage and grow strategic customer relationships across assigned accounts. • Drive product adoption, customer engagement, retention, and customer satisfaction initiatives. • Develop customer success plans aligned to customer business objectives, adoption goals, and measurable outcomes. • Serve as a trusted advisor and primary customer advocate throughout the customer lifecycle. • Lead onboarding, implementation support, and adoption initiatives for new and existing customers. • Utilize AI-powered customer engagement tools, CRM systems, and automation platforms to improve communication, workflow efficiency, and customer insights. • Leverage customer analytics, health scores, and usage trends to proactively identify risks and growth opportunities. • Use AI-driven workflows to streamline meeting preparation, follow-ups, reporting, and customer engagement activities. • Identify opportunities for process improvement, workflow automation, and scalable customer success operations. • Support digital transformation initiatives focused on operational efficiency and customer experience optimization. • Partner cross-functionally with Product, Engineering, Sales, Marketing, and Support teams to improve customer outcomes. • Act as the voice of the customer internally by sharing customer feedback, product insights, and operational challenges. • Support executive business reviews, customer presentations, and strategic account discussions. • Collaborate with internal stakeholders to improve onboarding experiences, product adoption strategies, and retention programs. • Serve as the primary escalation point for customer concerns and ensure timely resolution. • Manage renewals, retention strategies, and churn reduction initiatives. • Identify expansion, upsell, and cross-sell opportunities aligned with customer goals and product utilization. • Monitor customer success KPIs including adoption metrics, customer health, engagement trends, and renewal forecasting. • Maintain accurate customer data and account activity within CRM and customer intelligence platforms.

Role Description We are currently seeking a Director of Client Insights & Analytics to join and help grow our Analytics team based in NYC. You will be responsible for working across the organization on media measurement, reporting, analysis, and delivery to clients. You will work with leaders across internal, client, and technology teams to support and implement high-quality, data driven decisions that provide an unmatched product for patient first outcomes. Key Responsibilities: - Client Engagement: Independently manage client conversations, particularly around DeepIntent measurement and media differentiation, customizing data presentation to client needs. - Client Measurement & Insight Storytelling: Lead the execution of client measurement initiatives using a standardized framework to assess optimization, performance insights, and campaign effectiveness. Advocate for data-driven decision-making. - Data Presentation & Relationship Management: Serve as the main point of contact for analytics discussions with advertisers and agencies, presenting data, campaign performance, insights, optimizations, and value effectively. - Optimization & Performance: Provide recommendations for campaign measurement and optimization to meet or exceed client and internal KPIs and benchmarks. - Strategic Initiatives: Identify and propose strategies to enhance client objectives, effectively communicating our value proposition and striving to exceed client expectations. - Team Leadership & Development: Manage and develop a diverse team of direct reports, optimizing workflow, and enhancing process efficiencies. Act as a key point of escalation for resolving issues and fostering a positive resolution environment. Train the team on best practices in presentation, visualization, and storytelling. Qualifications - 8+ years of experience in digital media, advertising, marketing analytics, or similar field - 4+ years managing, coaching and developing a people team of Analysts - 4+ years experience in health/pharma digital media and measurement - Experience with data analysis tools and methodologies (SQL, Python, R) - Familiarity and use of dashboarding platforms (Tableau, Looker, Data Studio, Power BI) - Strong verbal and written communication skills; confident in presenting with the ability to convey complex concepts in a way that is easy for clients, internal teams, and non-technical partners to understand - Preferred: DSP / programmatic advertising experience - Strong leadership capabilities with proven ability to coach and develop team members and clients - Excellent verbal and written communication skills with ability to present complex concepts clearly - Outstanding problem-solving and analytical abilities - Demonstrated ability to prioritize tasks, and manage competing deadlines - Solution-oriented mindset with focus on client excellence and satisfaction - Can answer why a campaign may have high AQ% and low TRx. Benefits - Competitive base salary plus performance based bonus or commission - Comprehensive medical, dental, and vision insurance - 401K match program - Unlimited PTO policy and paid holidays - Remote friendly culture with flexible work options - Career development and advanced education support - WFH and internet stipends - Many more perks and benefits!

• Partner with customers to turn pre-sales command plans into actionable objectives • Guide customers on effective use of the GitLab platform • Own a portfolio of customers and advance adoption, retention, expansion • Build and maintain Customer Success Plans • Act as the primary GitLab liaison for assigned accounts • Provide hands-on onboarding and technical enablement • Program manage account escalations • Collaborate with Services and internal partners

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We are looking for a meticulous and knowledgeable PSA Verified Customer Success Manager to join our PSA Vault team. As a PSA Verified Customer Success Manager, you will play a vital role in the PSA Verified repack ecosystem. You will work directly with our Verified clients maintaining and expanding their repack business. In this capacity, you will ensure the readiness and delivery of each order that will help maintain the trust and confidence of our valued collectors and buyers. Furthermore, you will help to identify, resolve, and escalate any operational issues or other concerns with the PSA Verified team. You’ll report to the Senior Manager, Vault Operations & Customer Experience and work remote, with preference for remote candidates who are within a commutable between our East Coast offices (Jersey City, NJ and New Castle, DE). What You’ll Do: - Maintain acquisition and delivery schedules for repack customers post-launch - Forecast future client orders for Vault Operations readiness - Create check-ins for each client to maintain progress towards each series - Highlight new opportunities for product growth with each client - Suggest target high-value inventory to build around repack series - Coordinate with client to adjust PSA offers campaigns to match inventory pacing needs - Monitor social media on audience feedback for each product - Review with Vault Operations team on all box supply refill needs - Work with data team to monitor client health - Work with finance and accounting to align on client reporting and invoicing - Catalog common production issues and partner with your manager to improve workflows aimed at limiting the number of issues - Collaborate with the Vault Operations team as needed to review and improve ingestion and logistical processes, clarifying any discrepancies or issues Who You Are: - Familiarity and prior experience with standard concepts, practices, and procedures within the fulfillment ecosystem - Proven ability to work independently and meet deadlines - Passion for customer experience with a demonstrated track record of going above and beyond to create excellent customer experiences - Prior experience in supply forecasting preferred - Strong attention to detail along with excellent research skills - Strong organizational skills and the ability to manage multiple tasks simultaneously - Strong understanding of Google Sheets, Docs and similar tools - Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teams - Familiarity for card collecting and trading, with prior experience in the field being highly desirable Salary Range: The salary range for this position is $94,000 - $122,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details. Reasons To Join Us: - Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision - Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits - 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals - Vacation: All salaried employees are eligible for flexible time-off - Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays - Employee Discounts: Employees receive discounts on select grading services for approved submissions - Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs - Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities Candidates must be authorized to work in the United States. #LI-Remote #BI-Remote Collectors uses e-Verify to validate your ability to work legally in the United States. We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to jobs@collectors.com. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support. If you require an accommodation to apply or interview with us due to a disability or special need, please email people@collectors.com. U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. If you are based in California, you can read information for California residents here.