Sr. Director, Client Services

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Brand: iProspect
Location: New York - 150 E 42nd
Full Time / Part Time: Full time
Post Open Date: 03/09/2020

Due to our growth, iProspect is seeking a Senior Account Director to lead a large, multi-channel account.  The Senior Account Director leads all aspects of iProspect’s client services function including the health and growth of the account, the development of the team, and the successful execution of client projects, reporting and analysis.  The Director oversees a large team, and guides all digital performance channels in collaboration with their Products & Services counterparts.  This role requires excellent client service skills, serving as a true strategic partner to the client; and demonstrated history of leading large, multi-disciplinary teams effectively.  This role requires strong knowledge of Search Engine Marketing (SEM) and other paid channels (Paid Social, Digital Display, Affiliate Marketing) as well as SEO.

  • Manage iProspect’s client services function for dedicated account(s), serving as the senior strategic counselor to C-level clients, the point of escalation for the client team, and holds ultimate accountability for the health of the client relationship and the health of the P&L
  • Manage, train, and develop Associate Account Directors and Account Supervisors. Oversee extended multi-disciplinary team of Leads and Specialists, on both an individual and team basis as needed. 
  • Create and maintain training, learning, and skill enhancement processes for the client services team; coach the Account Supervisors on their client relations skills, project management capabilities and in their oversight of their client projects teams.
  • Develop, implement, and manage processes regarding training, development, project execution and delivery, and client relationship management.
  • Ensure achievement of goals regarding successful campaign completion, product quality, on-time delivery, and client satisfaction.
  • Achieve an 80% or higher client retention rate through fostering client loyalty by ensuring the delivery of a high quality work product and high level of client satisfaction.
  • Participates in establishing business plan objectives with management team and determines standards of performance.
  • Provides leadership through the training and development of staff, creating an environment for creative thinking and teamwork, and provides management of individual’s performance and pay to ensure that operational directives are met.
  • Interviews applicants for available positions and recommends selection, promotion, discipline and related personnel actions. Provides for training and development of staff and ensures compliance with applicable rules and regulations.
  • Actively identifies and pursues opportunities to grow the account (as it makes sense and drives the client's business results)


Competencies:

  • Excellent client service skills, with a history of strong consultative relationships with large scale clients
  • Strong conceptual ability, presenting performance marketing solutions to clients that drive their business goals in a credible and defensible way
  • Ability to lead a large team, to work cooperatively to support their accomplishment, and leverage the knowledge of channel SMEs 
  • Ability to conceptualize goals and objectives for the account(s) managed
  • Ability to analyze complex issues and to develop relevant and realistic plans, programs and recommendations.
  • Proven track record of building partnerships and managing and developing a cohesive team in a fast-paced environment while maintaining a positive culture and solutions' focus
  • Strong technical understanding of Search Engine Marketing (SEM) and Search Engine Optimization (SEO). Some Paid Social knowledge a plus.
  • Outstanding ability to think strategically and identify and resolve problems
  • High levels of integrity, autonomy, and self-motivation.
  • Proven track record of successfully directing and managing client-service focused technical project execution.
  • Strong managerial experience, including experience developing and mentoring a team of client service personnel.

Qualifications:

  • Minimum 8-10+ years of years of solid, progressive digital agency experience, including experience leading large clients and teams
  • Experience in an SEM and within a Digital Agency required
  • Strong understanding of Performance Marketing, Paid and Organic across all channels
  • Proven ability to think strategically and drive solid results that support client business goals
  • Proven ability to successfully identify, present and secure new approaches to drive client business goals and KPIs, growing accounts incrementally
  • Experience leading large teams and working with executive level clients
  • Must be a self-starter who works well in a fast-paced, team-oriented environment
  • Proven ability to interact with people at all levels of an organization, fostering strong cross-functional teamwork and results
  • Must possess exceptional verbal, written and presentation communication skills
  • High-level proficiency in MS Word, PowerPoint, Excel and Outlook
  • BS/BA degree required