Senior Director Client Services

This role is client facing and requires a level of emotional intelligence to work with different personalities and relationship building. This role will up-sell and cross-sell. You will be obsessive about client happiness

Culture Summary:

We believe that every Team Member has a Voice We have a simple goal – to provide our clients with premium quality service supported by proven, market-tested advertising solutions. We encourage the sharing of new ideas, and believe we are stronger when we all work together as a Team

Position Summary:

The Sr. Director of Client Success is a key leadership role responsible for driving client satisfaction, retention, and growth. This position involves developing and executing client success strategies and fostering strong relationships with clients to maximize their value and achieve business objectives. You will be the primary point of contact for a select group of high-value clients, and you will contribute to the Client Success team to create a world-class CS function that provides trusted guidance and unreasonable levels of hospitality for our clients.

A successful Sr. Director of Client Success plays a crucial role in driving client satisfaction, retention, and advocacy, contributing directly to the overall success of the company.

Essential Functions:

Leadership and Strategy

• Reinforce company values through exhibiting client obsession, creative thinking, results orientation, and kindness both internally and externally.

• Develop and execute comprehensive Client Success strategies aligned with both client needs and company objectives, utilizing data-driven insights and client feedback to continuously optimize processes.

• Collaborate closely with Sales, Marketing, and internal Operations teams to align strategies, communicate client insights, and drive service enhancements based on client feedback.

• Create scalable processes and institute measures to ensure that clients receive a uniformly excellent experience, regardless of service type, size of account, or Client Success point of contact.

• Establish KPIs and metrics to measure client success, monitor team performance, and report on key insights to senior management.

Client Onboarding

• Develop and continuously improve the Client Onboarding Process to ensure a uniformly smooth and exciting transition to our services.

• Educate clients on the features and benefits of the offering. Set expectations and engender excitement about the experience of working with us.

Relationship Building

• Function as a strategic advisor with a unique understanding of each client’s needs, goals, market dynamics, and marketing opportunities.

• Adding value to client relationships and driving the desired client goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.

• Guide and support CS team members to enhance their own relationships with their respective clients.

Client Retention

• Develop strategies to retain and grow client accounts. Demonstrate a bias for action and get ahead of potential client challenges and opportunities.

• Advise clients of updated agency services, technology, or media capabilities – develop and manage systems for “selling back” and/or educating clients across the portfolio.

• Establish your expertise via media POV’s on an on-going basis with help from the team.

• Establish a Quarterly Business Review to provide scalable insights related to investments or platform usage.

• Establish and maintain a frequent cadence of quantitatively and qualitatively measuring client satisfaction.

• Navigate and drive the Client Annual Presentation process.

Product & Service Knowledge

• Develop comprehensive media strategies aligned with client and organizational goals.

• Manage internal Paid Media and Media Investment (i.e., traditional media) resources to effectively design and manage client-relevant campaigns.

• Develop and manage media budgets, ensuring efficient allocation of resources to achieve campaign objectives. Monitor and optimize spending to maximize ROI.

• Stay informed about the company's products or services and industry trends. Services include website, online content, social media management, Google Paid Search, paid social media, YouTube, broadcast, cable, CTV, OOH, among other channels and technologies.

• Effectively communicate product updates and new features to clients.

Data Analysis

• Analyze client data and metrics to identify trends and opportunities.

• Proactively provide insights to clients on how to optimize campaigns for better results, online or offline.

• Leverage our internal tools or media partnership to apprise yourself of competitive intel regularly.

Creative & Copy

• Collaborate with the Creative team to develop compelling ad copy, video assets, and other creative assets in support of client objectives, as needed.

Skills, Abilities and Knowledge:

• Executive Presence: Mastery in articulating complex ideas, negotiating terms, and fostering relationships at executive levels within client organizations.

• Client-Centricity: Championing the client's needs within the company, ensuring the delivery of exceptional service and support.

• Domain Expertise: Deep understanding of marketing strategies and functional experience with enabling tools/platforms (e.g., TV, social media, paid search, SEO)

• Analytical Skills: Proficiency in analyzing complex data sets, deriving insights, and presenting comprehensive reports to clients and internal stakeholders.

• Strategic Thinking: Ability to align client goals with company objectives, devising long-term strategies that drive mutual success.

• Sales and Marketing Acumen: Understanding of sales and marketing principles to align client success efforts with overall business goals.

• Project Management: Overseeing multiple client projects simultaneously, ensuring they're on track, within budget, and meet client expectations.

• Creative Instincts: a thoughtful point of view on creative matters related to copy, graphic design, or other relevant brand assets.

Education and Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree is a plus.

• Proven experience in a senior client services or account management role. Preferably in an advertising agency, or similar professional services, environment.

• Established domain expertise in one or more of the following: Media Strategy, Media Planning, Media Buying, Paid Media Strategy, Paid Media Execution, and/or Website Development.

• Experience working with FreeWheel(Strata), Kantar, Nielsen Ratings, Google Planning, Google Reach Planner, Hulu Planner, Semrush, Microsoft Power BI or similar tools.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

While performing the duties of this position, the employee may be regularly required to use hands to type on a computer and calculator, handle paperwork and sort, file or manipulate documents. The employee may be required to stand and walk. The employee may lift and/or move up to 10 pounds occasionally.