Director, Client Services

About the role

We’re looking for a hands-on, client-focused Director of Client Services to build and lead a team of Account Managers and Sales Assistants who own the end-to-end client experience: from campaign kickoff through reporting and renewals.

Responsibilities

• Build & Lead the Client Services Function
• Manage and coach a team of Account Managers and Sales Assistants
• Define roles, workflows, and best practices across pre-sale support, kickoff, execution, and reporting
• Set the standard for what “great” client service looks like
• Own the Client Experience
• Ensure a seamless experience from sale → kickoff → execution → wrap report
• Act as a senior point of contact for key clients and step in on important calls or escalations
• Raise the bar on communication, responsiveness, and overall client satisfaction
• Campaign Execution
• Oversee all campaigns to ensure they’re on track, on time, and hitting goals
• Identify gaps early and jump in to problem-solve when needed
• Create structure around kickoff, asset collection, and delivery so nothing slips
• Partner Closely with Sales
• Work side-by-side with AEs/Sales Management on pre-sale support (pitch input, packaging feedback, feasibility)
• Ensure clean handoffs from Sales to Client Services
• Help translate campaign performance into renewals and upsell opportunities
• Own Reporting & Insights
• Set the standard for campaign reporting and client recaps
• Ensure insights are clear, actionable, and tied to client goals
• Continuously improve how we tell the story of campaign performance

Requirements

• 8+ years of experience in media, advertising, or client services/account management
• 2-4+ years managing a team (or ready to step into a leadership role)
• Comfortable being both strategic and hands-on. You can build the process and also execute it
• Strong client presence. You can confidently lead calls, present results, and handle tough conversations
• Highly organized and able to bring structure to a fast-moving, sometimes ambiguous environment
• Deep understanding of campaign lifecycle (pre-sale through post-sale reporting)
• Analytical enough to turn data into insights, not just reports

Qualifications

• Experience in media, advertising, or client services/account management
• Experience managing a team
• Strategic and hands-on approach
• Client-facing experience
• Organizational skills
• Understanding of campaign lifecycle
• Data analysis skills

Skills

• Client relationship management
• Team leadership
• Project management
• Communication and presentation skills
• Data analysis
• Process improvement

Benefits

This role is also eligible for various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.