Associate Director, Client Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the strategic leader and trusted consultant for a portfolio of significant client relationships.

• Oversee client health comprehensively by grasping client businesses, linking marketing performance to business results, identifying churn risks, and discovering partnership growth avenues.

• Create cross-functional marketing strategies that align with client business objectives.

• Evaluate paid media performance utilizing Google Ads, Meta Ads, Google Analytics, and client CRM data.

• Examine inconsistencies between platform-reported conversions and CRM pipeline data.

• Establish enduring client relationships through active listening and consistent follow-through.

• Monitor client feedback and manage churn risks effectively.

• Take responsibility for client retention and revenue enhancement, including upsell and cross-sell initiatives.

• Collaborate with sales on expansions and lead crisis communication efforts.

• Develop three-month rolling plans that balance client performance objectives with margin targets.

• Address off-track accounts through process modifications, expectation adjustments, or scope revisions.

• Enhance processes to increase client value, eliminate inefficiencies, and simplify workflows.

• Stay updated on marketing industry trends and assist clients in leveraging them.

• Transform client successes into marketing case studies.

• Provide a weekly news insight and perspective.

• Work in partnership with Paid Media, SEO, Measurement, Creative, delivery, and sales teams.

⛳️ Requirements

• 7+ years of experience in client services, account management, or client strategy.

• At least 4 years of experience at a digital or performance marketing agency.

• Previous agency experience is essential.

• Proficiency in metrics reported by Google Ads, Meta Ads, Google Analytics, and CRMs.

• Ability to triangulate data sources to determine root causes.

• Sharp, concise, and confident verbal and written communication skills.

• Capability to convey complex performance narratives to CMOs in straightforward terms.

• Skill in crafting emails that prompt stalled decisions to progress.

• Self-awareness and the initiative to actively seek feedback.

• Big-picture perspective linking campaigns, revenue, portfolio health, and company growth.

• Intellectual curiosity regarding clients' businesses, industries, and marketing shifts.

• Comfort in taking decisive actions with incomplete information.

• Resilience in challenging client scenarios and fluctuating priorities.

🏝️ Benefits

• Competitive bonus structure.

• Unlimited paid time off (PTO).

• Comprehensive health, dental, and vision insurance plans.

• Virtual team events and a fun, casual, inclusive company culture.

• Company-sponsored ClassPass membership.

• 12 weeks of paid parental leave.

• Summer Fridays.

• 401(k) plan with employer matching.

• Generous compensation package.

• Remote work culture.