Director, Client Success

Circa Healthcare•Chesterbrook, PA

1d•Remote

About The Position

The Director, Client Success’ responsibility is to efficiently and effectively independently manage all services that fall under their assigned client account relationship(s) in a way that meets or exceeds agency and client expectations. The Director, Client Success builds pivotal relationships, drives and leads significant account(s), manages the financial responsibility of the account(s), leads project approach planning, and grows the assigned book of business. They balance delegation and hands-on support and collaborate closely with other departments and department leaders. This role supervises, mentors, and develops other members of the client service team.

Requirements

BA/BS degree in relevant field (or equivalent experience)
Several years of experience in a client management role, that achieved growth at a creative advertising/digital agency; strong digital experience, experience in a people management role
Established Success as an Associate Director, CS
Demonstrated understanding of integrated and/or omnichannel campaign asset development; Experience working on demand generation and lead generation campaigns
Strong communication and people management skills
Experience with owning product launches and/or product branding
Excellent presentation, communication, judgement, decision-making, problem-solving, negotiation, and interpersonal skills
Knowledge and proficiency in the industry standard software and systems including Microsoft 365, and experience with applications in the CRM, Project Management and Analytics spaces
Several years of People Management skills, experience supervising others
Flexible and able to multi-task in a fast-paced environment
Proactive, well-organized, team player/working manager, who serves as a resource to others, and makes recommendations to the leadership team
Desire/ability to learn new methods, techniques, skills, and software as required to further knowledge and expertise
Demonstrates and advocates for the Not Normal brand and our values

Nice To Haves

Must love animals and the people that care for them
Mix of B2B and DTC experience preferred
Experience with measurement planning, channel metrics analysis, and tactical optimization preferred
Working knowledge of various digital media channels and innovative forms of communication ideal
Master’s degree and/or professional certifications in business or related field

Responsibilities

Provides management input beyond day-to-day operations, aligning with the company’s mission and core values
Partners closely with Project Management leads to support the translation of client expectations into scopes of work and financial estimates, reinforcing timely delivery and proactively communicating potential timeline and budget risks throughout initiation and delivery
Demonstrates strategic relationship management skills by leading and directing client projects and relationships, anticipating client needs, fully understanding client performance metrics, consistently monitoring for challenges, and proactively leveraging agency resources to deliver solutions
Develops and drives marcomm plans and/or brand plans; implement marketing plans/programs aligned with client objectives and budgets with support from Sr CS Director and/or AVP Client Success
Develops creative/tactical briefs, status reports, and other written materials in support of active projects
Coordinates with 3rd parties as required (partner agency, client-selected vendors such as a media agency or development firm)
Demonstrates key management skills by setting clear direction, resolving conflicts productively, and expressing ideas clearly and concisely ensuring the team understands projects and associated client requests
Leverages business acumen to contribute to the strategic direction of the client service team and assigned client account(s), owning the management of complex billing and financials (in collaboration with PM), resolving client needs and growing client profitability and organic growth within the assigned book(s) of business
Has the ability to recognize and seize agency opportunities to think “outside the box” and deliver beyond client expectations
Has the ability to direct a client growth plan, supporting agency financial and portfolio growth
Keep self and team up to date on emerging client service skills, client environment changes, and industry/market trends
Embodies Circa’s philosophy, effectively pitch the agency differentiators, and apply key business strategies set forth by the agency Leadership Team
Motivate, mentor, and lead a high-performance team; attract, recruit, and retain assigned members of the team while supporting their career growth and client service skill development
Collaborates cross-functionally with Creative, Production, DCE, and Project Management teams to oversee workflow, build trusted relationships, and maintain alignment across all projects
Keeps up to date on skills, client needs, and industry trends to ensure best practices are applied
Understands and effectively manages work in line with the Circa process
Other duties as assigned