Director of Client Services

The Director of Client Services at Encore Communications is responsible for leading a team of Account Executives and Managers. This role includes managing key client relationships, conducting Quarterly Business Reviews (QBRs), overseeing lead qualification and proposal development, and ensuring delivery excellence across all engagements. The Director will also collaborate closely with the CEO and COO to drive revenue growth and improve client retention.

To qualify for the Director of Client Services position at Encore Communications, candidates should possess 6–8 years of account management experience in a marketing agency or similar setting, along with at least 2 years of experience in managing or mentoring teams. Proven abilities in growing client relationships and supporting revenue targets, as well as experience in client-facing presentations and proposals, are crucial.

Candidates for the Director of Client Services role at Encore Communications should be comfortable working with tools such as HubSpot for lead qualification and Teamwork for monitoring team bandwidth and service delivery. Familiarity with SEO and web project lifecycles is preferred but not mandatory.

The Director of Client Services at Encore Communications can expect a range of benefits including base pay, incentive pay, a SIMPLE IRA with a company match, paid vacation and sick days, nine paid holidays, monthly remote days, and a casual, friendly work atmosphere with frequent company-provided meals.

Encore Communications emphasizes the importance of strong client relations by ensuring the Director of Client Services manages top-tier accounts, conducts regular QBRs, and actively tracks client satisfaction and account profitability, ultimately fostering a growth-focused relationship with clients.

When managing client relationships, it's essential to establish clear lines of communication, set expectations early, and consistently check in with clients to understand their evolving needs. Utilizing regular QBRs can also help gauge satisfaction and identify opportunities for upselling.

In leading a team within a marketing agency, I focus on empowering team members by providing guidance, feedback, and resources they need to excel. I encourage open communication to create a supportive environment where everyone can contribute and grow.

Effective lead qualification involves understanding the client's needs, challenges, and budget constraints. I use a combination of initial discovery calls and targeted assessments to ascertain how well the service aligns with their goals, ensuring a higher conversion rate.

Handling a dissatisfied client involves listening to their concerns without interruption, acknowledging their feelings, and assuring them that their issues will be addressed. I believe in transparency and follow-through to rebuild trust and demonstrate our commitment to their satisfaction.

In a previous role, I recognized delays in our proposal process. I initiated a review and streamlined our internal communications and templates, which significantly reduced turnaround time and improved team efficiency in delivering proposals to clients.

I have conducted numerous QBRs, utilizing them as an opportunity to not only recap performance but to strategically align future goals with our clients. This not only keeps clients engaged but also opens avenues for upsell opportunities through tactical discussions.

I prioritize quality assurance by instituting regular check-ins and utilizing collaborative project management tools to ensure every team member is aligned with the client's strategic objectives. Clear expectations and feedback loops are critical.

Driving revenue growth requires a thorough understanding of client needs and satisfaction. By focusing on upselling existing clients and refining our service offerings based on client feedback, I can align Encore Communications' goals with clients’ successes.

Communication is the backbone of my leadership style. I encourage open dialogue and feedback from my team and clients, fostering an environment where everyone feels valued and heard, ultimately leading to better collaboration and outcomes.

The most rewarding aspect of being a Director of Client Services is witnessing my team's and clients' growth. Building strong relationships and seeing how our strategic input positively impacts their businesses gives me immense satisfaction.