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Director of Client Experience

3 months ago

Grand Haven, United States Evenbound Full time
Job DescriptionJob Description

At Evenbound, we exist to empower our clients and our team members to reach their full potential as we create and grow end-to-end solutions on HubSpot. We are a growth marketing agency, specializing in HubSpot, digital transformation, and marketing strategy. Our ideal clients are B2B industrial and technology/ SaaS organizations. We commonly execute HubSpot implementations & onboardings, website projects and Team as a Service retainers for our clients. Our team is growing, and we are looking for a Director of Client Experience to take us to the next level. 


What You’ll Do

The Director of Client Experience plays a critical role in ensuring that our clients receive unparalleled 5-star service and support across all interaction points. Moreover, this role involves overseeing our team of account strategists to ensure they consistently provide exceptional service and cultivate strong client relationships. This role requires a strategic thinker with an in-depth understanding of digital marketing, HubSpot, inbound and outbound marketing practices, and CRM software.

This role is part of Evenbound’s Leadership Team. You will report to the VP of Operations, and provide support in designing and improving business systems and processes as well as bring critical issues in regard to the client experience to the leadership team for discussion on a weekly basis. You will be expected to lead by example, exemplifying our Core Values and Vision.
 

Responsibilities:

As the Director of Client Experience at Evenbound, your key responsibilities will include:

  • Team Leadership: Provide leadership and guidance to the Account Strategist team (5-7), overseeing their daily activities, performance, and professional development.
  • Client Success: Hold our team to standards to deliver 5-star work. Develop and implement strategies to measure and enhance client success, incorporating client feedback, and success metrics into ongoing improvement efforts. 
  • Strategic Direction: Collaborate with clients and internal teams to develop unique Go-To-Market strategies that form the basis for our solutions. Help Account Strategists clearly convey the value of these strategies to both clients and internal teams.
  • Client Growth: Offer guidance and assistance to Account Strategists in crafting effective sales strategies for clients, with a focus on upselling, renewal, and long-term growth through continuous improvement, all while prioritizing the client's best interests.
  • Manage Clients: Manage a few high-value accounts to stay in the Account Strategist motion and be able to improve and lead the team through your experiences.
  • Cross-functional Collaboration: Foster collaboration with colleagues from various departments, stimulating brainstorming and the consideration of multiple perspectives to ensure the successful execution of client strategies.
  • Impeccable Communication: Demonstrate exceptional communication skills, including the ability to articulate strategies clearly and professionally. Be adept at the art of saying 'no' when necessary.
  • Systems and Process Development: Create, implement, and document efficient workflows to improve client experience. Regularly assess and refine processes for better productivity and consistency, ensuring clear and accessible documentation.
 

Qualifications:

To excel in this role, you should possess the following qualifications: 

  • Experience leading and managing diverse teams.
  • Strong background in digital marketing, with in-depth knowledge of HubSpot, inbound and outbound marketing practices, and CRM software. 
  • Proven experience in a client-facing role, with the ability to manage various communication styles and personalities.
  • Sales experience with a genuine and authentic approach to upselling and renewal strategies.
  • Exceptional organization, time management, and attention to detail.
  • 3+ years working in an agency setting preferred.
  • 5+ years in a related digital marketing role where you have managed a team.
  • Special consideration to anyone with experience with Entrepreneurial Operating System (EOS)


The Director of Client Experience plays a pivotal role in guiding and supporting the account strategist team to ensure they consistently deliver top-notch service and maintain strong client relationships. The Director of Client Experience acts as a leader, mentor, and strategic partner to the account strategists, enabling them to excel in their roles and contribute to the overall success of our clients and the agency. This role is measured on client health, retention, and growth. 

 

Our Core Values

Our Core Values determine how we show up and interact with each other and our clients. We act with integrity, strategy, and authenticity in everything we do. We take our work - but not ourselves - seriously, and we value being able to laugh and connect with one another. 

  • We’re Experts - we value knowledge, skill, and putting both into practice
  • We Think and Act Strategically - our solutions and work are focused on driving big-picture value
  • We’re Authentic and Transparent - we’re open, honest, and direct with each other and our clients
  • We See Potential - we see the potential in our clients and design solutions to help them reach that potential
  • We Work Hard to Win - we’re tenacious, scrappy, and willing to do what it takes for ourselves and our clients to succeed
  • We’re a Team - we trust each other, hold each other accountable, and do what's best for the team
  • We’re Committed to Learning and Growing - when we learn and grow, it benefits ourselves, our team, and our clients
 

Benefits and Perks:

  • Health + Dental Insurance
  • Bonus Program
  • Flexible work time 
  • PTO: 18 Vacation Days, 16 Paid Holidays + your birthday off
  • 401(k) with company match
  • Company-paid short term disability
  • Voluntary long-term disability + life insurance
 
  • Work where you want, when you want. At Evenbound, we believe we work best when we set our own productive schedules. That flexibility extends to where we work, too. While we have an office right in downtown Grand Haven that we love (there's a coffee shop right downstairs), our team works remotely most of the time. There's no weekly "in the office" quota to meet — we work to get work done, however that works for you
  • Team meet-ups. Since the Evenbound team is primarily remote, we work hard to schedule team meet-up opportunities annually. From camping to ski trips to industry conferences, we believe that hanging out in person makes our team stronger, helping to build real relationships in a virtual world.
 

Our Tech Stack

We don’t expect everyone to have experience with the technology that we use, but if you do, we certainly want to know about it. Here is a basic list of technologies we use:

  • HubSpot
  • G Suite
  • Google Drive
  • Google Ads
  • Google Analytics
  • WordPress
  • Slack
  • ClickUp
 

Our Commitment to Diversity, Equity, Inclusion, + Belonging 

Evenbound’s mission - our reason for existing - is to empower our clients + team members to reach their full potential. To us, that means every single person on and engaging with our team has the right to feel they belong in an inclusive, equitable, and diverse work experience. 

We’re committed to learning and growing. This Core Value of ours speaks to the fact we acknowledge there’s a lot of space to learn, grow, and support the areas of DEIB, both now and in the future. We understand the responsibility we have to elevate underrepresented voices, to take an active role in promoting equity and belonging, and to always seek opportunities to create more inclusive ways for all individuals to be able to show up authentically just as they are. 


 

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