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Director, Client Services

| Chicago

Overview

Engine is marketing solutions company.  Powered by data, made by people and driven by results, we combine deep expertise in insights, content, distribution and technology to help our clients make connections that count.  Engine currently operates with 14 offices around the world with over 2,200 employees. EMX is part of the Technology practice of Engine.   

EMX lives at the intersection of data and media, leveraging programmatic ad technology to serve publishers, advertisers, and agencies to maximize revenue for all. Whether you're a publisher, advertiser or agency, you'll benefit from reduced waste, high-quality inventory, precision targeting, full transparency, and increased ROI. With EMX, you get simplicity, savings, and service.

Role

EMX is seeking a Director of Client Services who will be responsible for managing a global client service management practice. This leadership role will focus on client satisfaction, and improved retention. Core responsibilities include developing and implementing processes that positively influence key client business metrics, improving client communication and workflows, aligning with cross-functional leaders to drive a company-wide culture of client success, and hiring and coaching a team of direct reports to maximize individual and team performance. This role requires building effective services, programs, and systems that leverage both people and automation to support a wide variety of client sizes and industries.

Responsibilities

  • Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved.
  • Establish consistency in the execution of effective service practices; deliver against key client metrics, and continually review and enhance operational performance and strategy.
  • Align with cross-functional stakeholders in Product, Marketing and Sales serving as the CSM Business Partner.
  • Perform essential leadership responsibilities -- meet regularly with each team member to monitor and discuss performance and personal development; drive accountability for key metrics, address performance issues swiftly, identify training and development needs and create plans to implement them; continually identify staffing needs and participate in hiring processes.
  • Design, implement, and track key metrics within EMX’s customer service technology solution to analyze performance and identify trends and improvement opportunities; institute a regular communication cadence to inform relevant business partners and stakeholder groups of data and discoveries.
  • Serve as the escalation point for troubleshooting.
  • Participate in new service or compliance roll outs to ensure customer service management and client readiness.

Qualifications

  • Minimum of 3 years of Sales and Client relationship experience tied to client retention and growth within the Adtech/Programmatic industry.
  • 4-year business degree.
  • Proven track record in leading teams through planning and development of strategic processes and efficiencies.
  • Demonstrated ability to work in a fast paced, deadline driven environment.
  • Expertise in improving and managing services processes and methodologies.
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
  • Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization and judgment.
  • Proven track record of reduction in churn and implementing processes to increase customer engagement with systems and automation.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • Aha!Management
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail

Location

Located in Chicago, New York City (HQ), and San Francisco. We're surrounded by trendy restaurants and easy access to public transportation.

What are EMX Digital Perks + Benefits

EMX Digital Benefits Overview

We have an excellent benefits package that includes medical, dental, vision, 401(k), life insurance, flexible time off, and many other perks. Come join our fast-growing team at our headquarters in New York City and our other offices in downtown Chicago, and San Francisco.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
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