Director of Client Services
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Job Description
Director of Client Services managing day-to-day operations and strategic leadership at Fire&Spark. Driving client retention and service excellence in a remote setting with a focus on SEO campaigns.
Responsibilities:
- Serve as the executive owner of client success, ensuring exceptional delivery and measurable results across all accounts.
- Directly manage relationships with our most strategic clients, including leading quarterly business reviews.
- Serve as the escalation point for complex client problems and disputes, resolving issues with professionalism and urgency.
- Lead upsell and contract extension conversations in partnership with the sales team.
- Proactively identify at-risk clients and develop retention strategies before issues escalate.
- Own the Gross Profit and Client LTV metrics.
- Provide oversight and management of the Client Services team, ensuring delivery of an exceptional client experience.
- Personally manage Client Services team leads, including one-on-ones, growth plans, and performance reviews.
- Coach and support team members to help them meet departmental goals for retention, revenue, and profitability.
- Forecast and manage team capacity to enable growth goals.
- Determine hiring priorities, interview candidates, and make hiring recommendations.
- Develop, operationalize, and oversee processes that allow the Client Services team to run effectively and efficiently.
- Own and continuously improve high-priority service delivery workflows, ensuring best practices are followed across the team.
- Document critical workflows to support team training, consistency, and automation readiness.
- Track departmental KPIs on a weekly basis and report to leadership.
- Identify future capability needs 1-2 years out and make recommendations for investment.
- Identify opportunities for our staff to promote their work through thought leadership, content, and industry event participation.
Requirements:
- Familiarity with agency financial metrics (gross profit, net profit, utilization)
- At least 3 years of client management experience, preferably in an agency setting
- Minimum 2 years of project or account management experience
- Minimum 2 years of people management experience
- Strong leadership and supervisory skills with a track record of developing teams
- Proven experience developing and implementing client service processes that drive efficiency and profitability.
- A deep-seated "Passion for Learning" and the intellectual curiosity required to quickly master the fundamentals of our SEO methodology.
- Experience working in a remote team and a proactive approach to building relationships and fostering culture virtually.
- Excellent written, verbal, and interpersonal communication skills
- Ability to handle multiple tasks, prioritize effectively, and meet deadlines
- Comfortable presenting and interacting at the C-level with internal and external stakeholders
- Analytical mindset with comfort working in spreadsheets and data
- Bachelor's degree in a related field
Benefits:
- 401k match up to 4%
- Health and dental insurance
- 15 days vacation + 5 days paid sick leave + 10 paid holidays
- Exceptional internal training and skills development
- $3,000 annual paid training and education budget
- $500 annual wellness stipend
- $750 annual remote work stipend
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