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Director of Client Services

Director of Client Services

About Codal

Our mission is simple; we partner with the best, design with a purpose, engineer for a sustainable future and always strive for perfection. We have a passion for solving business problems through data-driven design, intelligent engineering, and cutting-edge technologies. With a strong, all-in-house team of skilled and experienced business and technical experts, we bring out the best in every brand that we work with.

Our clientele has ranged from small business to enterprise, but our philosophy has always remained the same: to empower brand visibility and deliver the most elegant web and mobile solutions possible. Our clients have a common awareness that they need a professional and accessible solution to maximize their business goals, revenue streams, establish communication channels or streamline business operations.

Our specialties include: user experience design, user interface design, custom mobile app development, custom B2B web apps, dashboard development, customer experience, eCommerce, conversion optimization, platform migrations, enterprise integrations.

Job Summary 

The Director of Client Services serves as an agency leader for achieving the client’s strategic objectives by collaborating with the client and focusing on all facets of strategic growth. Client Services is accountable for all aspects of the client relationship. This encompasses the health of the relationship, financials, quality of the work product and team motivation. It’s an equal mix of being a client’s strategic partner, Codal’s business operator, and an internal team champion. Their mission is to drive client success through great, user-centric work and develop new project opportunities.

We need a marketing mind who can identify a client’s business needs and work across the client organization and various Codal’s departments to understand, define, and build effective and innovative solutions that generate measurable results. You will provide foresight at every step. They can take on the point of view of both our clients and our internal teams and they know exactly how to express those perspectives, concerns, and requirements to the other side. They must be an incisive and collaborative leader, persuasive communicator and thoughtful mentor.

Key Responsibilities 

  • Responsible for development of long-term account success and growth
  • Responsible for client retention by building relationships across the client’s organization, and with key industry partners
  • Strong thought leadership within the industry, along with the ability to bring new services to our clients frequently, allowing them to understand the depth of Codal’s offerings 
  • Experience with overall account management, account growth, and leadership of cross-functional teams to develop approaches and targets that meet the business goals of our clients 
  • Ability to identify needs that the client may not recognize and ensure that approaches and solutions are linked to objectives and future needs
  • Consistently manage client expectations, ensure delivery of the highest quality service, and solicit and act on client feedback
  • Trusted advisor with ability to manage client expectations throughout the duration of client engagement. 
  • Accountable  for all client retention and performance-based upselling initiatives
  • Effectively facilitate day-to-day management of accounts both internally and externally 
  • Develop sound business practices built around strategy; goal setting; hiring/mentoring; advising and training 
  • Lead advocate in coordinating internal resources for the preparation and delivery of client-centric product solutions
  • Responsible for contract ownership of getting timely MSA, NDA, SOW’s in place with client and with the assistance of department managers for creation  
  • Work closely with cross-functional delivery teams to leverage total scope of products and services; articulate Codal’s services and implementation methodologies effectively to prospective clients

Requirements

  • 10+ years of successful sales experience with large scale technology development projects, or management in enterprise consulting 
  • Experience in a client services organization, preferably on product and service innovation projects, with top tier consulting firms or interactive agencies
  • Minimum of bachelor’s degree or equivalent in a related field; graduate degree is a plus
  • Proven success selling professional services, including significant cross-channel services and solutions to C-level clients 
  • Experience building out account management and/or client success team 
  • Understanding of user experience design and agile software development lifecycle and have previously worked with either marketing, line of business and/or technology teams, in a delivery capacity, in enterprise environments
  • Desire to work in a fast-paced, self-directed entrepreneurial environment

 

 

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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