Head of Client ServicesExpired

Lightning Sharks
  •  Remote
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We work differently because today’s world works differently. Our global team works across timezones and cultures to help businesses connect with their customers.

We are looking for a bright, dynamic, motivated self-starter who is seeking a collaborative and fast-paced environment. This position comes with the unique opportunity to build out the Client Services Department. You will be working with the Agency Director and the agency’s Department Heads to expand our client services department and new client acquisition plan.

Previous experience managing a media agency and/or running the accounts management department is required. We are looking for someone who has extensive agency experience and can recommend a structure and approach that will fit with our business objectives, corporate culture and ultimately help attract the clients we are looking to work with. ….if this sounds like you – please read on.


We will count on you to:

  • As the senior point of contact for the agency’s customers, the Head of Client Services co-ordinates the resources needed to service projects, builds strategic media plans and balances the expectations of clients with the execution of work delivered.
  • Drive conversations with C-level executives in current and prospective accounts, assessing needs and identifying opportunities
  • Lead Customer Experience initiatives for all client accounts, providing digital marketing consultancy while guiding agency’s resources accordingly.
  • Lead client account growth efforts and lead new business development efforts.
  • Own client onboard experience. Spearhead and craft client presentations, manage client account contracts, forecasts, defining strategy, scope, budget, recommended approaches, solutions and execution plans
  • Mentor staff and manage a team of engaged professionals, bring positive presence to the agency’s growing Client Services team.
  • Manage staffing levels to deliver effective client service, professional standards and conducts executive check-in with client accounts.
  • Ensure performance and recommend measures are in place to improve work process methods and quality of product. Provide regular feedback to team on skills/knowledge development and career guidance.
  • Revise and develop our rate card and billing structure.


Who we think would be a good fit:

A Leader who:

  • Is an experienced Client Service or Account Director who is accountable for high-profile enterprise accounts
  • Has a strong understanding of content strategy and creation, as well as knowledge of paid marketing and distribution, with proven experience in delivering effective business strategy
  • Has a track record of managing customer relationships and expectations through effective interpersonal communication, negotiating, collaborating and partnering
  • Has strong project management experience including scope assessment, task management, resource allocation, and revenue/profitability
  • Has strong presentation, verbal and written skills as well as proven ability to develop well-written documents, proposals and presentations
  • Has strong research and analytical skills – you need to be comfortable working with both quantitative and qualitative data, oversee account results and intervening when problems occur.


What you need to have:

  • A bachelor’s degree or higher, in one of the following areas: business, marketing, communications, engineering, or computer science.
  • Proven experience spanning 10+ years of Account/Client Management in digital marketing, online advertising, communications in an agency setting.
  • Experience managing within a small agency environment, or setting up/managing a satellite office within a bigger agency.
  • Willingness to be fully ‘hands on’ alongside strategy development of all client/business development projects.
  • Experience with project hours tracking and client billings.
  • Gifted people manager who drives performance and creates a positive and harmonious environment for team members.
  • Motivated to stay up-to-date on industry structure, trends, initiatives, and issues.
  • Excellent written and verbal communications, extraordinary presentation skills.
  • Strong problem-solving, organizational growth and leadership skills
  • Demonstrated ability to manage multiple tasks with concurrent deadlines across multiple time zones.


What makes you stand out

  • You inspire teammates to raise the bar on every level – from brief to execution – because you fully understand this new experience and content economy, how and why expectations are transcending categories, and where the future is headed for B2C and B2B brands.
  • Prior experience managing a remote team across multiple time zones.
  • Strong client service orientation
  • Proven experience in formulating and driving long-term strategic account plans.
  • You bring your complete, genuine, and whole-hearted self forward each day.
  • Experience with JIRA and/or NetSuite.

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