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Senior Director, Client Service

1 month ago

Remote, Oregon, United States Bounteous Full time

Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership.

Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win.

We are seeking a Senior Director, Client Service to join our growing Consumer Business Unit. This role is responsible for building and nurturing relationships with our clients, expanding accounts and opportunities, ensuring client satisfaction, and improving retention. The ideal candidate is a strong strategic thinker. Deep experience with consumer brands, specifically within consumer goods and services, travel and hospitality, and retail strongly preferred.

Role and Responsibilities

  • Oversee a group of strategic client accounts, comprising $10MM+ in revenue
  • Develop and maintain strong client relationships; serve as the key liaison with executive leaders and senior stakeholders
  • Partner with clients and internal teams to create creative, rich, relevant customer experiences that drive results
  • Intimately understand the client's brand and business; identify long term goals and key objectives
  • Guide design and development teams from initiation through to completion
  • Promote Bounteous' integrated solutions to clients; consistently demonstrate agency value, proactively communicate additional agency capabilities and offerings to grow the scope of business and establish long-term partnerships
  • Collaborate with practice and competency leaders to deliver best-in-class solutions
  • Develop and manage strategic account management plans that establish relationships enterprise-wide, identify and mitigate threats, uncover opportunities, and raise Bounteous' strategic role with client business leaders
  • Drive the decision-making process; participate in key planning milestones
  • Understand, articulate, and hold the full-range of client concerns; consistently score highly on quarterly client satisfaction surveys
  • Oversee new Statement of Work kickoff and customer on-boarding processes with internal stakeholders and systems, including finance, legal, design, and development
  • Understand the scope of programs as defined by the business requirements and budget process
  • Partner with Program Delivery to ensure work is delivered to clients' satisfaction; confirm revenue forecasts are accurate and maintained within Salesforce
  • Take a proactive approach to self-development; identify opportunities for growth, improvement, and enhancement

Preferred Qualifications

  • 10+ years of client service, digital marketing, or account management experience
  • 5+ years of experience supporting clients or business in the consumer-packaged goods industry, specifically within consumer goods and services, travel and hospitality, and/or retail
  • Experience supporting clients or business leveraging Adobe, Salesforce, and/or Drupal strongly preferred; other platforms a plus
  • Strong business acumen; proven ability to think strategically about business, customer experience, and technical challenges; an entrepreneurial approach to finding new growth levers for the business
  • Proven ability to manage multiple projects in an ever-changing environment
  • Strong communicator with all levels of leadership, management, and staff to achieve desired outcomes and build strong alliances and relationships
  • Outstanding executive presence, presentation, and negotiation skills; the ability to inspire, engage, partner with, and influence senior leadership
  • Excellent verbal and written communication skills
  • Strong conflict resolution and negotiation skills
  • Experience leading and operating in a matrixed organization
  • BA/BS degree or equivalent consulting agency experience preferred

We invite you to subscribe to our monthly and quarterly newsletters to stay up to date with the latest job openings as well as resources and tips for job seekers here.

Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you're missing some of the above), we encourage you to apply.

Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.

In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous community.

Bounteous is willing to sponsor eligible candidates for employment visas.

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