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Director of Client Services Opening, Austin, TX

Location: Austin, TX

Post Date: 03/11/2022

The Director of Client Services is responsible for driving customer retention and account growth by ensuring we’re providing an excellent customer experience and fully delivering on our promises. This person should be highly skilled at proactively identifying and removing roadblocks, developing meaningful relationships, and creating positive customer experiences.

Primary responsibilities:

  • Management and department oversight

    • Create scalable plans for growth of the client services department

    • Lead new client team assignments

    • Interview and hire for new client services team members and oversee onboarding and ramp-up of new hires

    • Conduct regular one-on-one meetings and performance reviews

    • Help client services team members prioritize and manage workload

    • Identify and work with HR to manage and resolve employee issues

    • Solve for client profitability issues

    • Provide ongoing coaching and training for team members

    • Ensure client services processes are being followed and create or modify current processes as needed.

  • Customer relationships and conflict resolution

    • Serve internal client advocate and build relationships with clients to ensure there’s always a strong pulse on their happiness.

    • Identify issues early and work with clients and internal stakeholders to create plans to overcome them.

    • Manage multiple timelines for client deliverables and communicate proactively if/when roadblocks arise

    • Serve as the elevation point for conflicts relating to client issues and/or internal team members.

  • Focused on account growth

    • Continually look for ways to grow our client engagements through value-added services

    • Work with client services teams to create account growth plans for high potential clients

    • Train on how to identify and pitch new work for clients to drive growth

    • Work with our new business development team to support them in the sales process

  • Customer journey process

    • Identify and solve for gaps within the client journey to ensure we’re delivering an excellent client experience

    • Work cross-functionally with sales and delivery teams

A great Director of Client Services is:

  • Proactive and self driven

  • Persuasive and sales oriented

  • Highly relational and empathetic

  • Skilled at building relationships

  • Not afraid of proactively managing conflicts

  • Detail-oriented

  • A creative problem-solver

  • Consistently reliable

  • Process driven

  • Strong and responsive written and verbal communicator

What you’ll be accountable for:

  • Overall agency client retention

  • Client growth year over year

  • Retainer client profitability

What are we looking for?

  • Someone with 5+ years experience at a professional services firm (either an agency or consulting firm) who’s managed people and clients. Agency/solution provider experience is highly preferred.

  • Demonstrated ability to effectively coach, manage, and grow a team— including regular one-on-one check-ins, performance reviews, hiring, etc.

  • Proven ability to manage internal resources and staff in order to keep multiple projects organized and on track

  • Have excellent communication skills and be able to successfully interface with all levels of our clients’ organization

  • Will be highly skilled at problem solving and crisis management

  • Proven ability to maintain and grow long term relationships with clients resulting in retention and growth over time

  • Experience with sales and marketing tech stack platforms such as HubSpot (preferred), Salesforce, and Microsoft Dynamics.

Interview Process

Our interview process will let you meet our team members and share your experience. We also want to keep it streamlined to be respectful of your time.

  • Video interview

  • Phone/video or in-person interview – We’ll meet for about half an hour to hear about your experience and what you’re excited to add to our team.

  • Interview with CEO to discuss relevant experience

  • Final interview in person in Austin, TX

Benefits and Perks

  • Paid holidays and generous vacation time

  • Paid parental leave

  • Comprehensive health, dental, and vision insurance

  • 401k employer match

  • Ongoing professional education opportunities

  • Flexibility to work from anywhere

  • Friendly, easygoing team— we’re a no-drama bunch of professionals who respect each other and work together peacefully.

Company Overview

The company is an enterprise technology consulting, implementation and training company, focused specifically on sales and marketing platforms. As a diamond tier HubSpot solutions partner, we work primarily with firms who are looking to leverage their technology stacks to drive revenue, and realize that the best way to do this is through tight integrations, process automations, and a well-trained team. We focus on advanced CRM set-ups that start with new lead acquisition and continue out to quote-to-cash support.

We’re a small, friendly team that believes in building strong repeatable processes and working smarter, no longer hours.

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