Head of Client Relations

4 weeks ago

Montreal, Quebec, Canada Evolving Web Full time

Are you ready to step into a pivotal leadership role within a dynamic digital agency and elevate our client relationship management approach?

The Director of Client Services at Evolving Web is tasked with harmonizing client expectations with internal strategies, ensuring the delivery of top-tier web design and development solutions while fostering collaborative partnerships with clients. Your primary responsibility will be to enhance client retention through the cultivation of senior-level relationships and the identification of new opportunities within existing accounts. You will lead the account and project management teams, overseeing the associated risks and financial health of each account.

This strategic position places you within Evolving Web's leadership team, where you will work closely with our co-founders to ensure alignment with our core values, strategic goals, and overall company vision.

Key Responsibilities

In this role, you will be expected to:

  • Develop and implement best-practice processes and systems to scale the account and project management teams, enhancing their ability to meet client needs and driving account growth.
  • Champion excellence across the agency in client deliverables, from strategic consultancy to creative execution.
  • Oversee client communications and negotiations, providing senior-level management support and nurturing client relationships.
  • Lead and inspire the account management team, promoting a culture of excellence in service delivery.
  • Facilitate strategic discussions to build long-term client partnerships.
  • Assume strategic leadership for select client accounts.
  • Travel as necessary to strengthen client relationships, with travel requirements varying based on activity and opportunity.
  • Collaborate closely with finance on financial reporting, planning, and forecasting for individual clients and the agency as a whole.
  • Review and analyze estimates, time entries, invoicing, contracts, and profitability for client accounts.
  • Contribute to new business proposals and pitches.
  • Promote new service offerings aimed at creating recurring revenue streams and identifying long-term growth opportunities.

Essential Skills and Qualifications

  • 8-10 years of experience in an agency setting.
  • A proven history of effectively managing client accounts in the digital landscape.
  • Familiarity with Evolving Web's services and the ability to position them effectively.
  • Exceptional listening skills with a keen understanding of client needs.
  • Strong estimation and negotiation capabilities.
  • A passion for managing client relationships and delivering impactful presentations.
  • Experience in tracking goals and results at the agency level.
  • Proven experience in hiring, managing, and developing a team responsible for the daily execution of client accounts.
  • A talent for building high-performing teams and strong people management skills.
  • Financially disciplined with proficiency in Excel and internal accounting and forecasting tools.
  • A commitment to contributing to the agency's culture and fostering a sense of belonging.
  • Experience in selling to the US market.
  • Outstanding communication skills.

Preferred Qualifications

  • Proficiency in spoken and written French.
  • Technical or design expertise.
  • Knowledge of Drupal, WordPress, and/or mobile development.
  • Experience working with institutional clients.
What We Offer

At Evolving Web, you will enjoy:

  • An environment that promotes continuous learning and mentorship.
  • A team dynamic that allows you to work on creative, meaningful projects while taking ownership of your contributions.
  • A collaborative, enjoyable, and friendly workplace where your insights are valued.
  • Competitive compensation, comprehensive health insurance, and a healthy work-life balance.
  • Opportunities to collaborate with esteemed organizations.
  • A diverse team with multilingual members from various backgrounds.
  • A hybrid/remote-friendly work environment.

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