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 portfolio of significant client relationships

• Manage client health comprehensively by gaining insights into client businesses, linking marketing performance to business results, identifying churn risk, and uncovering opportunities for partnership growth

• Create 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 platform-reported conversions and CRM pipeline data, clearly articulating findings

• Foster enduring client relationships through active listening and diligent follow-through

• Monitor client feedback and address churn risk proactively

• Take ownership of portfolio retention and revenue enhancement; pinpoint upsell and cross-sell opportunities

• Collaborate with the sales team on expansions and handle client crisis situations with solutions-oriented communication

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

• Address accounts that are off-track through process adjustments, resetting expectations, or redefining scopes

• Enhance processes to boost client value, eliminate inefficiencies, and streamline workflows

• Stay updated on marketing industry trends and assist clients in navigating and capitalizing on them

• Transform client successes into case studies

• Provide a weekly news insight and viewpoint

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

⛳️ Requirements

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

• Minimum of 4 years at a digital or performance marketing agency

• Previous agency experience is essential

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

• Capable of triangulating data sources to uncover the true performance narrative

• Clear, articulate, and confident verbal and written communication skills

• Ability to convey complex performance narratives to CMOs in straightforward terms

• Strong deductive reasoning and root-cause analysis skills

• Big-picture thinking that connects campaigns to revenue and portfolio health

• Intellectual curiosity regarding clients' businesses, industries, and marketing developments

• Comfortable taking action with incomplete information

• Resilience in challenging client situations and changing priorities

🏝️ Benefits

• Attractive 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

• Competitive compensation

• Remote work environment