Group Director, Client Success

Group Director, Client Success

• Department: Client Success - Americas
• Employment Type: Permanent - Full Time
• Location: USA - Remote
• Compensation: $220,000 - $250,000 / year

Description

The Group Director, Client Success, Americas has a high-impact leadership role with ultimate responsibility for the retention, growth, and success of a significant client portfolio valued at $8-10M in revenue across the Americas region. As a key member of the Managing Director, Americas Leadership Team, this role combines hands-on management of important, complex, key client relationships with strategic leadership of an integrated team of Client Partners and Client Success Delivery professionals working collaboratively across the same accounts. This position serves as the primary custodian of client relationships within the portfolio, ensuring exceptional service delivery while identifying and executing opportunities for portfolio expansion. 

Key Responsibilities

Americas Team Leadership:·       Serve as a key member of the Managing Director, Americas Leadership Team, driving strategic planning, business growth initiatives, and operational excellence across the region·       Lead cross-functional strategic projects that impact client success, revenue growth, and market expansion, as needed ·       Provide strategic input on market positioning, competitive strategy, and service innovation based on deep client insights and portfolio performance·       Champion client-centric approaches in all leadership discussions and business decisions·       Contribute to knowledge sharing initiatives that benefit the broader organization·       Represent Ebiquity at industry events and conferences, building brand recognition and thought leadership in key markets
Portfolio Leadership and Accountability:·       Lead retention and growth strategies for an $8-10M client portfolio, maintaining ultimate responsibility for financial performance, client satisfaction, and strategic expansion·       Develop and execute comprehensive portfolio strategies that align with Americas business objectives and market opportunities·       Monitor portfolio health through key metrics including retention rates, growth percentages, profitability, and client satisfaction scores·       Collaborate with Finance to optimize portfolio profitability and ensure accurate forecasting for revenue, growth, and resource planning
Strategic Client Relationship Management:·       Directly manage the most important, complex, and strategic client relationships within the portfolio, serving as the primary senior-level contact and trusted advisor·       Build and maintain C-level relationships with key stakeholders, ensuring Ebiquity is positioned as an indispensable strategic partner·       Drive cross-sell and up-sell initiatives, expanding relationships from single-service to comprehensive multi-service engagements
Integrated Team Leadership:·       Lead and develop an integrated team of Client Partners and Client Success Delivery professionals working collaboratively across portfolio accounts·       Foster a high-performance culture focused on client-centricity, excellence, and continuous improvement·       Provide coaching, mentoring, and career development support to ensure team members achieve professional goals while driving business results·       Implement team performance standards, conduct regular reviews, and ensure alignment with portfolio and company objectives
Talent Development and Retention:·       Attract, develop, and retain top talent within the client success organization·       Support succession planning and knowledge transfer to ensure business continuity·       Champion professional development opportunities and internal mobility for team members 
Client Delivery Partnership:·       Collaborate closely with Group Director, Client Delivery to optimize workflows, service quality, and client experiences across all portfolio accounts·       Provide continuous feedback on delivery processes, quality standards, and operational improvements that enhance client satisfaction·       Provide leadership to help ensure seamless handoffs and coordination between client success and delivery teams·       Support new business development through client references, case studies, and market introductions

Skills, Knowledge And Expertise

·       The ideal candidate will have +15 years of relevant experience in client success, account management, or consulting roles within the media, advertising, or analytics industries.·       Strong background in media measurement, analytics, or related services with proven ability to understand and articulate complex technical solutions to C-level executives.·       Demonstrated track record of achieving revenue growth targets through existing client relationships, with specific experience in cross-selling and up-selling professional services.·       Proven leadership experience managing high-performing client-facing teams with ability to motivate, develop, and retain top talent.·       Exceptional relationship-building skills with demonstrated ability to establish trust and credibility with senior-level executives and decision-makers.·       Strong business acumen with experience in financial planning, forecasting, and P&L management.·       Excellent presentation and communication skills with proven ability to influence stakeholders at all organizational levels.·       Experience in RFP processes, proposal development, and new business presentations.·       Required knowledge of media planning, buying, and measurement practices ·       Familiarity with Ebiquity's service offerings and market positioning preferred.

Benefits

We are a global fast-growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:  

• Competitive salary 
• Health Insurance including exclusive plans for Dental & Vision 
• EAP Program Access 
• 401(k) Plan 
• HSA & FSA options 
• Life & Disability Insurance 
• Generous PTO and an extra day off for your birthday 
• Paid Maternity/Paternity Leave 
• Paid Holidays/Sick Time 
• Summer Fridays and Flexible Work Hours 
• Remote first location; with opportunities to join in-person team meetings.  
• A company focus on wellbeing and work life balance. 
• Broad range of learning and development opportunities underpinned by a focus on career progression and internal mobility.