Associate Director, Client Services

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

📋 Description

• Act as the strategic leader and trusted advisor for a key portfolio of client relationships.

• Gain insights into each client's business and marketing performance through thorough data analysis.

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

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

• Examine discrepancies between conversions reported by platforms and CRM pipeline data.

• Cultivate strong and enduring client relationships through attentive listening and diligent follow-up.

• Monitor client feedback to reduce churn risk effectively.

• Take ownership of retention and revenue growth within the client portfolio.

• Identify opportunities for upselling and cross-selling while collaborating with sales on expansions.

• Navigate crisis situations with calm, solution-oriented communication.

• Collaborate with delivery teams on three-month rolling plans that balance performance objectives and margin targets.

• Address underperforming accounts through process alterations, expectation resets, or project rescopes.

• Enhance processes to increase client value, reduce waste, and simplify workflows.

• Stay informed about marketing industry trends and assist clients in leveraging these changes.

• Transform client success stories into compelling marketing case studies.

• Provide a weekly news insight along with a personal perspective.

⛳️ Requirements

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

• A minimum of 4 years at a digital or performance marketing agency.

• Previous experience in an agency setting is essential.

• Proficient in understanding metrics from Google Ads, Meta Ads, Google Analytics, and CRMs.

• Competence in triangulating data sources to uncover the underlying narrative.

• Exceptional verbal and written communication skills that are sharp, clear, and confident.

• Capable of conveying complex performance narratives to a CMO in straightforward terms.

• Strong deductive reasoning and root-cause analysis abilities.

• High level of self-awareness and proactive in seeking feedback.

• Ability to think in terms of the bigger picture.

• Demonstrated intellectual curiosity.

• Comfort in navigating ambiguity.

• Resilient in challenging situations.

🏝️ Benefits

• Attractive bonus structure.

• Unlimited paid time off (PTO).

• Comprehensive health, dental, and vision insurance plans.

• Engaging virtual team events and a vibrant, inclusive company culture.

• Company-sponsored ClassPass membership.

• 12 weeks of paid parental leave.

• Summer Fridays.

• 401(k) plan with employer matching.