Executive Director of Client Success

6 days ago

Baltimore, Maryland, United States Groove Commerce Full time
About Us:

Groove Commerce is a leading e-commerce agency dedicated to driving results for our clients through exceptional design, development, and marketing strategies. We are passionate about client success and are looking for a Director of Delivery who shares our commitment to excellence.

Job Overview:

As the Director of Delivery, you will be ultimately responsible for ensuring client success across all engagements. Your primary mission is to ensure that every promise we make to our clients is delivered, period. You will oversee the day-to-day operations of our delivery team, ensuring that our work is not only completed on time but also meets the high standards our clients expect. This role is pivotal in maintaining client satisfaction, managing internal teams, and driving business growth through upsells and renewals.

Key Responsibilities:
  • Client Success: Ensure that clients are consistently satisfied with our services and that their expectations are met or exceeded.
  • Quality Assurance: Oversee the quality of all work delivered to clients, ensuring it aligns with our standards and client expectations.
  • Team Management: Lead, mentor, and manage the delivery team, fostering a culture of accountability and continuous improvement.
  • Crisis Management: Handle challenging situations with clients and projects, effectively managing any "oh crap" moments.
  • Project Scoping & Estimation: Accurately scope and estimate both projects and ongoing engagements to ensure profitability and client satisfaction. We've invested significantly in internal tools that allow us to create consistent levels of effort.
  • Revenue Growth: Drive upsells and renewals by identifying opportunities for additional services that benefit our clients.

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