What are the responsibilities and job description for the Director of Client Success position at The Social Lights?
Director of Client Success
Department: Client Success
Employment Type: Full Time
Location: Minneapolis, MN
Description
At The Social Lights, we’re a band of creative and energetic problem solvers who love nothing more than to help brands and individuals powerfully connect to their consumer utilizing the power of social media. In other words, our superpower is transforming social capital into brand equity.
Director of Client Success is a relationship guru, a big picture thinker, an outstanding collaborator and a motivational leader with a tenacious desire to solve real business problems through marketing solutions that shape the future for our clients. This role requires a strong business acumen and an ability to anticipate and proactively solve challenges while remaining composed, assured, and effective under pressure. The Director of Client Success plays a critical role in ensuring the success of our client partnership, generating organic new business for the agency, helping to elevate the role of social within client organizations and building confidence in our capabilities with new and existing relationships alike.
Key Responsibilities
ESSENTIAL FUNCTIONS
The Director of Client Success plays a key leadership role at The Social Lights and is responsible for managing multiple accounts, motivating our teams and driving the agency toward growth. To be successful, this person must be a self-starter, have an articulate POV, a high level of polish and professionalism and possess a penchant for solving problems. In addition, this person must be adept at knowing where to focus and invest time. This is an amazing opportunity to truly make a a significant impact on the work, those who work with you and to build the agency’s overall reputation and bottom line.
Account Leadership
- Lead accounts, partnering with the Director of Client Experience to deliver above and beyond client expectations
- Build an impenetrable bond with senior-level clients, consulting on their business and identifying new opportunities for us to support them in reaching their ambitions
- Motivate and inspire the team to do their best work
- Lead the team in building and engaging persuasive moments, meetings, conversations and presentations; ultimately guiding the sell-in of our work and our ideas
- Demonstrate presentation prowess by presenting ideas in a compelling and inspiring manner, anticipating questions that may arise and being fully prepared with thoughts that go well-beyond what is written on a slide; ultimately helping internal and external partners see the value The Social Lights offers and how our ideas directly solve the challenge at hand.
- Partner with agency leadership and the Director of Client Experience to establish the right teams and roles to balance client needs, team chemistry and personal growth opportunities
Business Growth
- Lead organic new business efforts alongside the executive leadership team by setting the strategy for and implementing efforts to grow key accounts and portfolios
- Lead key new pitches as requested, setting us up to win the hearts and minds of the prospective clients and building the runway for a successful partnership from the very first interaction
- Inform the new business scoping process, partnering with the Director of Client Experience to set the course for the work ahead
- Identify and develop our strongest case stories, working with the capabilities directors to bring these to life for our agency capabilities, social media, PR/marketing efforts and awards
Financial Stewardship
- Manage the financial health of our accounts in partnership with the Director of Client Experience guiding us toward operational excellence and expanding the services and solutions for the clients that will drive the most agency growth
- Lead the sales renewal process for key accounts in partnership with the Director of Client Experience
- Actively contribute to the team resourcing process, ensuring alignment between our teams and the client scope and business objectives, ultimately setting our relationship up for success
- Set and help us achieve organic growth targets, balancing the opportunities for financial growth, profitability and the type of work that is right for our team and the agency
Agency Leadership
- Help us build a reputation as a sought after social-led marketing agency
- Instill an agency-wide culture of curiosity, productivity and proactivity particularly related to content/engagement trends and innovations
- Promote and encourage a positive workplace culture dedicated to serving clients first and delivering a high standard of work on their behalf
People Management
- Lead and grow account teams and direct reports
- Work with direct reports to set measurable annual objectives, conduct bi-weekly check-ins and scheduled employee reviews, and provide continual and specific feedback to help each employee continue on their path to growth
- Develop direct reports through ongoing coaching, skills development and encourage participation and/or memberships that foster growth and development
- Identify and champion growth opportunities for agency personnel
- Anticipate hiring needs, actively contribute to the hiring process
- Assist in on-boarding new team members
- Create and present internal training content with the intent to continue advancing team skills and development across the agency
Skills, Knowledge and Expertise
- Bachelor’s Degree in Advertising, Journalism, Public Relations, Marketing or relevant field of study
- 10 years of experience with 5 specifically dedicated in a social media role and 3 years of experience in client-facing role
- Prior experience in a strategic sales-driven role
- Stellar writing, editing and proofreading skills
- Excellent time management, organization, and prioritization skills
- Able to maintain confidentiality with business relations, personnel matters and proprietary matters
- Proficiency in the Google Suite: Docs, Slides, Sheets
- Proficient in Keynote and Powerpoint
- Proficient in the Adobe Suite
- Ideally proficient in Hubspot, FunctionPoint and Asana (or similar tools)
Benefits
- Medical, Dental Vision Insurance
- Health Savings Accounts (HSA) company match
- 401K Retirement company match
- Short-term, Long-term disability, and Life Insurance
- PTO
- Summer Hours and Flexible Work
- Technology Enablement
- Pet-Friendly Office
Salary : $74,700 - $94,600