Lead the day-to-day operations of the client services team, including Managers, Team Leads, Specialists and Coordinators
Own and ensure successful execution of client engagements across data, acquisition email, digital media, CDP, and Analytics offerings, through the entire account lifecycle from sales handoff, to onboarding, to day-to-day project management and monthly/quarterly business reviews
Monitor client portfolio for account health and proactively address risks, gaps, and opportunities
Ensure clients perceive the value of their Stirista engagement, guiding thoughtful, insight-driven recommendations aligned with client business goals
Act as executive sponsor and senior lead on key client accounts, responsible for proactively building and maintaining relationships with key client stakeholders, acting as a trusted advisor and escalation point for sensitive issues
Provide leadership and decision making on complex client situations, balancing team, client, and company business objectives
Coach, develop and mentor Client Service team members, fostering a culture of accountability, collaboration, engagement and development
Drive accountability for client outcomes, including loyalty, retention, expansion and cross departmental delivery optimization
Partner with Growth/Sales teams to support renewals, up-sell, cross-sell opportunities
Serve as a subject matter expert for digital marketing and data-driven audience targeting, providing strategic guidance to the team on client recommendations
Elevate the quality and consistency of strategic thinking across the organization
Partner with internal departments to optimize processes, systems, and employee behaviors to prevent and resolve issues impacting the client experience
Requirements
10+ years of experience in client services, account management or marketing strategy within a data, marketing, advertising environment or related leadership role
5+ years leading teams in a client-facing environment
Bachelor's degree in Business, Marketing, or a related field preferred
Strong understanding of marketing and martech principles and strategies
Track record of managing complex client relationships and resolving high-stakes situations
Experience leading and developing high-performing teams
Analytical and problem-solving skills
Excellent communication skills and executive presence
Ability to work effectively in a fast-paced, dynamic environment
Experience in acquisition/prospect marketing, third-party data/audiences, digital media is a plus
Experience with high-touch, low volume CS models or in a managed service-focused organization is a plus