Job Description
Client Services Director
Remote
Full Time
Senior Manager/Supervisor
McGaw.io, a Marketing Technology & Analytics consultancy, is in search of a Director of Client Services to join our team and work directly with our clients to drive positive business results and build strong relationships.
Our Mission at McGaw.io is to help companies of all sizes realize their customer data is their most valuable business asset. We help them realize that through customer data infrastructure, high power analytics, marketing automation, personalization, and funnel optimization.
McGaw.io supports businesses with analytics, marketing automation, customer data platforms, data piping, websites, AB testing, and optimizing overall marketing operations. As we derive insights from these technical efforts, we also inform & execute growth strategies that routinely move the needle for our clients.
Our track record is impeccable, and our leadership has supported some of the fastest-growing companies in the world. McGaw.io’s core client base sells online and has complex data and marketing practices that drive our team to dig deeper every day.
Position Mission:
To consistently build and inspire client confidence, achieve high levels of client satisfaction, and drive revenue growth by effectively managing accounts, projects, and resources.
Reporting Structure: This role reports directly to the CEO.
Responsible for:
- Project and resource planning and management:
- Under all projects assigned, effectively plan for its execution by appropriately allocating resources according to budget, timeline, scope, and client expectations
- Mitigate risks by understanding and anticipating potential scenarios
- On a day-to-day basis, lead the designated team in ensuring that priorities and deliverables are being worked on and are achieved as planned through impeccable project management
- Together with Project Managers, closely monitor team performance, project burn rates, and profitability
- Report progress, status, risks, and concerns to the Account Owner
- Client relationship and account management:
- Handle all day-to-day client communications in a professional and hospitable fashion
- Supervise account leads, project managers, and solutions experts to ensure amazing client delivery
- Negotiate and resolve conflicts with clients
- Continued revenue growth on existing accounts:
- Build and present roadmaps to clients that span at least 6 months into the future
- Based on the roadmaps, create proposals for clients that scope out technical details, timelines, and pricing
- Process/systems/procedures development and improvement:
- Continually contribute to making internal processes and systems efficient and scalable by crafting procedures, suggesting new tools, and implementing changes where necessary to keep the team equipped in delivering high levels of client satisfaction
- Professional development and team operations:
- Manage a team of 3 – 6 people in a matrixed environment
- Develop and train the team to be more effective at delivering marketing and analytics solutions
- Evaluate team skills and recommend developmental plans to address gaps in attending to client needs
- Where needed, contribute to the hiring process in screening and interviewing candidates, and training new hires
Skills, talents, and experiences needed to create superior results:
- 6+ years of experience working in consulting (strategy & operations, technology), agency, or other similar roles managing complex programs with multiple projects/workstreams
- 4+ years of experience hiring and managing high-performing teams
- 2+ years experience in analytics, building marketing stacks, and marketing operations
- Service and hospitality-focused; deliver a positive, professional, and consultative customer experience
- Proactive, plan ahead, thinking in long term time frames as well as short time frames. Planning the team’s resources while keeping tasks within scope, budget, and on time. Anticipates risks and roadblocks well.
- An extreme eye for detail and has a preference for high-quality, good-looking products, websites, and design
- Results-driven leader who is fearless about execution; can champion a vision and roadmap, and is not afraid to dig into the details with the front-line team
- Data-driven mindset with proven experience utilizing metrics & insights as tools for informed decision-making
- Clear communication skills that can speak with authority, while also understanding that they have two ears for listening.
- Ability to communicate complex technical challenges with clients and ensure they understand the value, impact, or consequence of decisions.
- Curious to a fault, and wants to make sure they ask clarifying questions to ensure there are no assumptions and all parties are aligned.
Observable indicators to let you know you are performing well in this role.
- Client Performance: Accomplish 90% of clients objectives during the project timeline
- Project performance: Achieve a labor efficiency ratio of 3.0+ on owned client projects, and account leads projects by your 90th day
- Team management: Manage time and planning accordingly to ensure no team members go past due without prior approval or client approval
- Client Happiness: Secure approval from the client to conduct either a case study or video testimonial of their project at 3 months, 6 months, and/or at project completion 85% of the time.
- Client Retention: Retain 80% of clients in recurring contracts over a rolling 3 month period
- Client Expansion: Expand project size/scope/revenue 50% of the time by the third month of work with a client
- Client Strategy: Lead client growth and optimization strategy to identify revenue opportunities to have a 6-month roadmap for all assigned clients
Benefits:
- Unlimited PTO
- Flexible hours
- Work remotely
- Premium Health, Dental, and Visions Insurance (dependant coverage offered)
- Maternity/Paternity Leave
- Competitive salary with opportunities for bonuses
- Company Laptop, Monitor, and other equipment needed for remote setup
- Federal holidays off for US Citizens, and national holidays off for international employees
- Radically transparent workplace
- Ample opportunity to implement your ideas and suggestions
- Become a thought leader in the marketing technology community
- Continued education and training that exceeds what you have ever seen before
- $25 monthly Starbucks allowance
- $50 monthly UberEats allowance
Job Description:
As the Client Services Director, you embody client success. You never settle and are amazing at strengthening McGaw.io’s relationship with its clients to inspire confidence and drive repeat business. You will serve as the senior strategist point of contact for your designated account leads; serving as a helpful advisor, strategist, and quarterback so they can help their clients achieve their short-term and long-term objectives.
With the above, you understand that doing so entails comprehending client needs, goals, and objectives; knowing the resources you have available to work with; having good knowledge about the priorities of the company and team; carrying good foresight, and being able to balance strategic and tactical thinking.
You will serve as the manager of the account leads that are assigned to you, and in these projects, you will be reporting to the VP of Solutions.
The role is responsible for the day-to-day operations around client projects that will focus on coordinating deliverables and solving challenging problems with your account lead client, working on the deliverables where your skills apply, allocating a reasonable workload to the right resources, keeping the team focused on immediate priorities, ensuring progress is as planned, and working within budget and scopeall to drive amazing results for the client.
Monthly you will be required to hold strategic meetings with the client to learn about what the next quarter or 6 months looks like and identify opportunities where McGaw.io can assist in making that a reality. From these meetings, the account leads will create roadmaps and proposals that include future scopes of work, generating pricing, and planning its execution. Your keen eye for detail paired with your foresight will ensure that the current efforts around marketing tools, channels, and analytics are all being set up for future success in your account leads roadmaps and proposals, in accordance with the vision of the client.
It is important to keep the team equipped with the right skills to help you be successful, thus, your guidance on delivering services will be significant.
Is there a gap in the team’s make-up that needs to be addressed? What should the team be upskilling on? Do we need to hire additional resources? The answers to these questions are only some of the things you will be helping with. Knowledge transfers, training, and development are important for everyone here as it is one of McGaw.io’s core values to get better every day. You will develop processes and systems to make sure that we run our well-oiled machine and set everybody up for success.
Being a rockstar in this role is being able to anticipate needs before it is even asked. You personify an incredible level of service and hospitality, keeping in mind that happy clients and team members ultimately mean mutual and sustained business growth.