EVP OF CLIENT SERVICES

About the role

We can't wait to have you join our team. Our team combines digital creativity and mobile location expertise to craft brand stories that deliver results. We're seasoned professionals with backgrounds in marketing, technology, mobile, and more.

Responsibilities

• Develop and implement client services strategies to enhance client satisfaction and drive retention.
• Build and maintain strong relationships with key clients, serving as the primary point of contact for strategic discussions and escalations.
• Lead, mentor, and develop a high-performing client services team, fostering a culture of excellence, collaboration, and continuous improvement.
• Collaborate with cross-functional teams, including sales, product development, and marketing, to align client services initiatives with company objectives.
• Define and monitor key performance indicators (KPIs) to measure the effectiveness of client services efforts and identify areas for improvement.
• Analyze client feedback and trends to identify opportunities for service enhancements and new product offerings.
• Partner with the sales team to identify upsell and cross-sell opportunities within existing client accounts.
• Develop and manage the client services budget, ensuring efficient resource allocation and cost-effective service delivery.
• Other duties as assigned.

Requirements

• Proven track record of at least 8-10 years of experience in client services, account management, or a related field, with a minimum of 5 years in a leadership role.
• Deep understanding of the technology industry and the unique challenges and opportunities associated with client services in a tech company.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve their goals.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders.
• Strategic thinker with the ability to develop and execute client service strategies that drive business results.
• Demonstrated ability to analyze data, identify trends, and make data-driven decisions.
• Proven ability to manage multiple priorities in a fast-paced environment and meet tight deadlines.

Qualifications

• Bachelor’s degree in business administration, marketing, or a related field. MBA preferred.

Priorities

• Required Education and Work Experience:
• Experience working with enterprise-level clients in the technology sector.
• Experience with customer relationship management (CRM) software, such as Salesforce or HubSpot.
• Experience implementing client feedback mechanisms and driving continuous improvement initiatives.
• Strong negotiation skills with the ability to resolve conflicts and address client concerns effectively.
• Experience working in a global or multi-cultural environment, managing clients across different regions.
• Knowledge of industry best practices and emerging trends in client services and customer experience.
• Proven ability to drive revenue growth through upselling, cross-selling, and contract renewals.

Preferred Qualifications

• CCXP certification.
• PMP certification.

Benefits

At Digital Factory, we are committed to providing an inclusive workplace where everyone feels valued and respected. We offer competitive compensation, comprehensive benefits, and a supportive work environment.

Pay

Compensation will be commensurate with experience and qualifications.

Schedule

Full-time position.

Equal Opportunity Employer

Digital Factory is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.