Position Description

Director, Client Services
Location USA
Job Code 60
# of openings 1
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Position Purpose:

Position has overall responsibility to retain and grow base business through inventive, solution driven programs within assigned group of clients.  In addition the position has primary responsibility for the client relationship and for the detailed analysis of current client solutions to demonstrate value and ROMI.

Key Responsibilities:

  • Drives, maintains, and grows client revenue and relationships through the management and selling of all of YA’s promotional marketing solutions. This includes defining standards and measurements of success within existing client relationships. Responsible for overall vertical growth strategy.
  • Initiates and delivers client program analysis including industry standards and trends
  • Creates and delivers to clients relevant presentations, proposals, and other documents
  • Works with SVP Client Services to drive cohesive account strategies, planning and execution across Sales and Client Services teams
  • Leads strategic account planning and delivery of periodic client business review meetings with Account Managers, as well as quarterly business reviews with clients. Provides long term account strategy and annual account planning for assigned accounts.
  • Develops, maintains and expands relationships with key client contacts, decision makers and Director level to C level contacts
  • Drives the vision of the Client Services Team to scale with revenue while maintaining client satisfaction
  • Strives for and adheres to all quality standards within the department. Identifies and reports quality issues.
  • Develops and implements a process to continually monitor and report on the industry and competitive environment. Coordinates with all levels of management, and outside sources to gather and analyze information. Summarizes, prepares and reports recommendations regarding the financial impact of industry/client trends, new products/services, competition, etc.
  • Works with team to segment client base and define targeted client “treatment” strategies with the right blend of programmatic and 1:1 outreach
  • Guides direct reports through significant complexity to deliver client programs and expand business relationships
  • Coordinates with Account Managers to prepare for client and prospective client site visits
  • Alerts and informs client operations team and coordinate client communication regarding client escalations / resolution of issues / relationship risks
  • Leads teams to serve as client advocates in driving industry best practices and the evolution of YA’s products integral to client’s success
  • Works with the team to accurately forecast client business and opportunities
  • Develops and delivers client new opportunity proposals, presentations and negotiates SOW terms
  • Documents and defines client requirements, deliverables and communicates to the internal team through handoff and ongoing management
  • Lead team efforts to formulate and execute client retention plans, contract renewals and service expansion
  • Provides consulting and subject matter expertise to initiate and complete the sales process
  • Maintains in-depth understanding of YA’s products, configuration and best practices
  • Assist and provides input on the product development strategy based on market and client demand/interest
  • Applies innovative and creative solutions to appeal and address client promotional requests and requirements

Base Qualifications:

  • Bachelor's (Master’s preferred) degree and minimum of 7+ years’ experience of direct account/sales management experience working with digital/social media, an interactive agency, and/or in a promotional marketing environment.
  • Experience managing and growing a client portfolio of $3M-$5M+ in annual revenue
  • Experience managing direct reports responsible for sales or client services by leading in strategic planning, managing expectations, inspiring commitment and enthusiasm, and holding team accountable.   
  • Strong data review and analysis skills using a variety of reporting tools including advanced Microsoft Excel
  • Developing and delivering sales presentations sing Microsoft Power Point
  • Excellent presentation, written and verbal communication skills
  • Passion for social media and internet marketing industries
  • Experience using social media to drive, amplify or accompany business goals
  • Passionate about brands, digital communications and emerging technologies
  • Excellent analytical, organizational, project management and time management skills
  • Demonstrated managing projects independently from collecting requirements to delivering final output
  • Travel required up to 50%
  • Attention to detail and the ability to effectively multi-task in a client-centric, deadline driven atmosphere
  • Ability to clearly and effectively articulate thoughts and points in a collaborative atmosphere
  • High levels of integrity, autonomy, self-motivation, optimism, good-humor
  • Excellent analytical, organizational, project management and time management skills
  • Proficiency in MS Suite
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