We are looking for an exceptionally awesome hands-on Senior Team Director, Client Services to lead our account management and project delivery management teams. This position reports to our Chief Executive Officer.

 

About us

  • We are a culture first company
  • We care about our people who are the heart of our success
  • We believe we are better together
  • We are passionate marketers who are highly self-motivated and care about our work and community
  • We take pride in our commitment to an inclusive culture
  • We are inventive, always do it right, bring our whole self and above all, no assholes allowed
  • #WeAreROIDNA

 

About you

This role is responsible for all areas of, budgeting, staffing, and training for the Client Services team, which includes our client-facing account management team and our delivery management team, who manages our internal processes and timelines. The Senior Director, Client services will uplevel the Client Services team, ensuring that client expectations are met and exceeded.

 

  • Help guide team in better client relationships, expectations, and the onboarding process
  • Hire, train, manage, coach, and mentor Client Services team members
  • Train team on how to manage client expectations, how to retain clients, and how to increase client satisfaction 
  • Build relationships with portfolio of clients and create synergy among internal team and clients
  • Help identify gaps in processes and own search for solutions to make improvements 
  • Understand client business goals & KPIs and lead our team to generate solutions to attain those goals including maintaining a portfolio measuring churn rate and reducing the number of accounts churned
  • Serve as de-escalation point, while training team to de-escalate as well
  • Present to clients along with the team
  • Anticipate client flags including training team on how to avoid potential pitfalls and how to manage problems when they arise
  • Manage weekly reports, such as burn reports
  • Manage and help other teams follow processes needed to allow scalability
  • Ensure use of best practices and adherence to account management and delivery management techniques, tools, and procedures
  • Monitor overall health and financial performance of active projects
  • Work closely with the Strategy, Analytics, and Marketing teams in all areas of process upgrade and training
  • Work with COO on forecasting and establishing project effectiveness
  • Manage team billability and utilization to targets
  • Communicate to Executive Staff on projects, clients, and team progress
  • Other duties as assigned

 

What you have

  • 8-10 years of experience in account management or client services
  • Exceptionally strong leadership skills and ability to grow and mentor a rapidly scaling team 
  • Strong account management and organizational skills
  • Superb communication skills - verbal and written
  • Professional and respectful communication style with clients
  • Strong time management skills
  • Proven ability to meet tight deadlines and prioritize multiple tasks with changing priorities
  • Must multitask and have the ability to focus on multiple client projects and details in a fast-paced environment
  • Possess a sense of urgency with the ability to make timely and sound decisions under pressure
  • Experience working closely with clients and internal employees to develop effective online creative
  • Experience with launching new products online
  • Fluent in MS Office and Internet marketing tools and adept at learning other software platforms

 

Benefits and additional perks

  • 100% remote 
  • Medical, Dental, Vision, Paid parental leave, Pre-tax medical & dependent care FSAs
  • Generous PTO
  • 401(k) matching program
  • Company stock  
  • WFH stipend to set up your home office and a pair of AirPods
  • Monthly stipends for wellness, mobile, and at-home WiFi use
  • Annual Give Back stipend to support your favorite charity or small business
  • Quarterly volunteer hours
  • Company-paid certifications 
  • Performance reviews, opportunities for feedback, and 1x1s with anyone you want, whenever you want



About ROI·DNA

ROI·DNA is a full-service digital marketing agency founded in San Francisco, delivering deep, functional solutions built on incisive expertise across the digital space.

We are 100% focused on B2B. Crafting unique ABM experiences for some of the world’s largest companies. With dedicated teams in digital strategy, digital analytics, and digital marketing, we’ve grown the revenues and brands of over 100 happy clients – including Capital One, Salesforce, Amazon Web Services (AWS), Demandbase, Cisco & more.

We’re not just experts, we’re people. And we value people. And people things, like building relationships, having fun, and treating others with respect. We cultivate our humanity because we care to make a lasting mark, not a quick buck. 

ROI·DNA is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer.  We celebrate diversity and do not discriminate based on race, color, religion, creed, national origin, gender, sexual orientation, gender identification, sex, status as transgender, age, ancestry, marital status, disability, veteran or draft status, crime victim status or any other characteristic protected by law.

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