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 key client relationships.

• Manage client health comprehensively, which includes understanding client businesses, linking marketing performance to business results, identifying churn risks, and uncovering opportunities for partnership growth.

• Grasp insights from Google Ads and Meta without directly managing campaign creation.

• Collaborate with Paid Media, SEO, Measurement, and Creative teams to translate performance data into coherent client narratives.

• Work alongside delivery teams to ensure success for clients and maintain account health for Silverback.

• 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 platform-reported conversions and CRM pipelines.

• Establish enduring client relationships through attentive listening and reliable follow-through.

• Monitor client feedback to mitigate churn risk effectively.

• Take ownership of portfolio retention and revenue growth.

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

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

• Create three-month rolling plans that balance client performance goals with margin objectives.

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

• Enhance processes to increase client value, reduce waste, and facilitate employee work.

• Keep abreast of marketing industry changes to help clients leverage them effectively.

• Transform client successes into compelling case studies.

• Provide a weekly news insight and 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 agency experience is essential.

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

• Capability to synthesize data from various sources to uncover the true narrative.

• Strong deductive reasoning skills and expertise in root-cause analysis.

• Excellent, clear, and confident verbal and written communication abilities.

• Aptitude for articulating complex performance narratives to CMOs in straightforward language.

• Skill in crafting emails that advance stalled decisions.

• Self-aware with a willingness to seek constructive feedback.

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

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

• Comfortable taking initiative based on incomplete information and adapting as circumstances change.

• Resilient during challenging client situations, shifting priorities, and delivering unfavorable news.

🏝️ Benefits

• Competitive bonus structure.

• Unlimited Paid Time Off (PTO).

• Comprehensive health, dental, and vision insurance plans.

• Virtual team-building 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 salary.

• Supportive and engaging team environment.

• Opportunities for accelerated learning and career growth.

• Fully remote work setting.