Director of Client Services – Account Management with Google AdWords Expertise
You’ve been in the trenches as a Google AdWords Account Manager and you’ve managed teams of Account Managers in delighting and retaining over 1,000 active clients. As our Director of Client Services, we are looking for an individual who can immediately take over primary responsibility to restructure, maintain and grow our Client Services Division to be able to consistently delight our current client base of ~150 on our way to a client base of 1,000 over the next 12 months. This includes building an internal client SLA, client feedback mechanisms with goal of happy customers as measured by decreased churn, increase lifetime value and higher net promoter scores (or similar score).
We have a super casual work environment, but we take our work and culture super seriously. Here are the few deal breakers.
– You must LOVE working with a team and as a team.
– You must lead by example, and this means leading by doing, teaching, and learning more.
– You must know AdWords inside and out, well enough to communicate to a layman or a technical client.
– You must have Account experience, this means promising only what can be delivered, and setting appropriate expectations with clients.
Here is a little info on our client service team:
We have a flat but focused org chart…
Unlike most agencies with nebulous roles and more captains than sailors roaming around, we have focused roles for every individual with little overlap but plenty of leeway in each role. As Managed Services Director you are responsible for managing and maintaining the success of our top tier clients. You’d have a dedicated team to execute your plans, and you only need to report up to one person. As we continue to grow you’ll be directly involved in determining any additional resources you’d need as well as input our software platform.
We share the workload. . .
We work in open team rooms; no cubicles or private offices. Communication is key to our process, and we don’t want to hinder it with walls. When working remotely you are only a Slack message or Google Hangout away from your teammates.
No running around…
Everything happens in one place at our Hicksville, NY HQ. There are a few in person client meetings but they always take place at our office, with 99% of client interactions taking place via email, phone or conference call.
We are agile…
Agile methodologies mean different things to different people. For us, the most important part of Agile is doing what works best for the team. We keep the team in sync with daily meetings and have a retrospective to discuss things that are going well and opportunities for improvements. We’re pragmatic, not dogmatic. Although we have strong opinions, we’re never afraid to try to new things to see if they work and reconsider our positions if the situation warrants it.
We value our people…
– We cover any hardware, software or services you need to get the job done, or grow your abilities
– Make your own hours and time off, just make them work for the team
– Catered lunches on long haul days