Associate Director, Client Services

5 months ago

Vancouver, Canada Merkle Full time

**Other**:
**Remote | Vancouver, BC**

**About the job**:
The purpose of this role is to own and be accountable for the day-to-day client relationship and all elements of the account including, implementation of the strategic vision for the client, delivery against setting and achieving the annual financial targets, while building a trusted relationship with multiple key client stakeholders.

**Responsibilities**:

- Owns client relationships with existing clients and stakeholders, responsible for overall client satisfaction
- Sets the strategic tone, direction and supervision for Merkle Cardinal Path clients. This includes overseeing client needs, staffing, strategy, quality of work, and budgeting; clearly identifying and communicating client's business strategy and needs cross-functionally within Merkle Cardinal Path.
- Supports the creation and execution of a yearly and/or quarterly sales plan and is accountable for driving actions and outcomes to grow client's business.
- Develops a revenue for clients through incremental and new opportunities rooted in a deep understanding of Merkle Cardinal Path and broader Merkle products and services coupled with research of clients' business.
- Accountable for total growth of clients including renewals and net new business on existing client accounts.
- Leads strategic conversations to establish long-term relationships with clients.
- Optimizes the drivers of direct sales, including team, technology, spend and programs, to achieve predictability, cost-efficiency, and scale. This will include the development and monitoring of key historical business metrics, as well as quarterly and annual forecasts that will both be used to manage the business.
- Ensures and oversees that excellent relationships are maintained and enhanced with appropriate staff at client organizations to achieve continually high levels of customer satisfaction.
- Supports and mentors the wider Client Services team to ensure quality execution that drives toward client's business objectives and key metrics.
- Works with cross-functional Merkle Cardinal Path teams to execute account plans, meet plan deadlines, customer expectations, and program milestones.
- Drives growth for Merkle Cardinal Path within Merkle and denstu by partnering with said partners and identifying organic business opportunities for all parties.
- Build best-practice processes and systems to scale up the account teams, enable them to better serve client needs, and increase opportunities for account growth.
- Enhances staff accomplishments and competence by planning delivery of solutions; answers technical and procedural questions for less experienced team members; teaches improved processes; mentors other team members.
- Works closely with the Senior Client Leadership team to align with MCP's performance and organic growth objectives, as well as reporting against targets.
- Actively participates and develops new and existing accounts, generates sales quotes, and handles customer inquiries to help service customers and grow business.
- Oversee client communications and negotiations, provide senior level client management support, and nurture client relationships.
- Leads and resolves complex client problems or disputes in a professional manner.
- Grows existing accounts and assists in the development of sales opportunities.
- Works effectively with others in a team-based environment to accomplish organizational goals and to identify and resolve problems.
- Travels on an as-needed basis to grow client relationships, travel will fluctuate with activity and opportunity and at times the requirement will be greater
- Contributes to new business RFPs and pitches.
- Sells new service offerings with the goal of creating recurring revenue accounts and identify new growth opportunities for the long-term.
- Promotes the mission and values of the organization both internally and externally.

**Qualifications**:

- 8+ years prior experience in customer facing roles.
- Proven experience in a leadership sales role identifying, nurturing, and closing sales deals.
- Outstanding client services skills including relationship building, managing, cross team and agency relationships, strategic planning, account planning, & forecasting
- Excellent communication skills and the ability to anticipate the needs of customers.
- Must demonstrate strong analytical and strategic thinking skills.
- Possess strong problem solving skills and the ability to make sound judgment calls.
- Superior organizational and time management skills.
- Knowledge of customer service programs and databases, or the ability to learn new software quickly.
- Innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience.
- Proven experience working with $2MM+ accounts; including case studies highlighting the growth of accounts that you have managed.
- Experience managing profitable budgets, meeting deadlines and managing teams.
- Experien

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