Client Service Director

We help top organizations move people with their ideas through empathy and compelling stories from keynotes on the big stage to everyday presentations and communications. We also teach our methodology through our best-selling books, workshops, and e-courses.

The Client Service Director (CSD) will be responsible for the sales, service, satisfaction, and profitability of new business and assigned accounts. The book of business managed is in excess of $6 Million in annual gross revenue. The successful CSD will have a passion for building strong client relationships and developing new business opportunities both in current accounts as well new business. S/he will be responsible for pursuing new business opportunities, determining account strategies, overseeing the execution of projects, and identifying potential growth opportunities within existing client organizations. The CSD has direct management responsibility of assigned Account Managers and Project Managers.

**Strategic Account Management** * Partner with Account Manager to create strategic account plan and develop key player relationships. * Understand the client’s business, key player goals, organization structures, and strategic initiatives. * Lead brainstorms, contribute big ideas, and collaborate with team members to deliver successful projects * Build positive and lasting relationships with a wide variety of client constituencies, from C-level to middle manager, through insights and strategic recommendations to achieve client’s objectives * Lead Account Managers and project managers to develop an approach that results in superior client satisfaction. * Measure and monitor Year over Year growth in strategic accounts. **Business Development** * Uncover new opportunities within current client organizations by maintaining relationships with key players and monitoring industry trends. * Work with marketing team to create support materials, marketing campaigns, and other sales tools. * Guide, advise or author compelling pitches and proposals to win new business. * Pursue new business leads to build book of business and achieve growth goals. **Communication** * Communicate critical issues requiring resolution with account teams and management * Organize team quarterly business reviews to review financial performance and forecast future business. * Meet regularly with other Account Directors, as well as internal teams, to share best practices * Transparently share account information with senior management, sales, design, and content teams; **Financial Management** * Undertake overall responsibility for team P&L and ensure profitability of accounts * Provide accurate monthly pipeline forecasting to ensure that revenue commitments are met or exceeded * Review monthly financial performance with Account Managers & Project Managers * Monitor and evaluate all costs from across the team to optimize profitability * Sign off on all final proposals and SOWs **Agency Operations** * Ensure all agency processes and procedures are followed, and take a leadership role in seeking ways to improve upon them * Ensure that accurate time sheets are kept and submitted on a daily basis for members of the account team * Create case studies * Ensure CRM system stays updated with client & forecast data * Work closely with the finance teams to improve effective use of financial systems **Human Resources Management** * Oversee growth and development of account managers & project managers, and take responsibility for the success of all assigned direct reports * Be a resource to Account Managers on difficult or complex projects * Monitor and evaluate account manager workload and reassign priorities as needed * Evaluate & communicate the performance of account & project managers * Perform staffing functions (hire, review, terminate, and coach) in a timely manner

* 7-10 years’ experience in service industry * Bachelor’s degree in related discipline degree required; MBA a plus * Strong strategic account management and business development skills * Experience leading client relationships, writing account plans, developing creative briefs, and driving successful execution of client goals * Proven track record in proactively overseeing multiple complex projects and teams * Work well with a wide range of personalities and management levels * Excellent verbal and written communication and presentation skills * Strong analytical skills, with ability to demonstrate understanding of client business * Experience developing key account relationships and coaching teams * Experience managing and developing people