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Head of Client Relations

3 months 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 practices?

The Head of Client Relations at Evolving Web is tasked with harmonizing client expectations with internal strategies, ensuring the delivery of exceptional web design and development services while fostering collaborative partnerships with clients. Your primary focus will be on 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, as well as their respective targets and objectives.

As a strategic leader, you will join Evolving Web's executive team, working closely with our co-founders to ensure alignment with our core values, strategic goals, and organizational roadmap.

Key Responsibilities

In this capacity, you will be expected to:

  • Develop and implement best-practice processes and systems to enhance the capabilities of the account and project management teams, enabling them to better meet client needs and drive account growth
  • Promote 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, ensuring high standards in deliverables and client service
  • Facilitate strategic discussions to forge long-term partnerships with clients
  • Assume ownership or strategic leadership of 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

To excel in this role within the Evolving community, you should possess:

  • 8-10 years of experience in an agency environment
  • A proven history of effectively managing client accounts in the digital sector
  • A solid understanding of Evolving Web's services and how to effectively position them
  • Exceptional listening skills with the ability to discern client needs
  • Strong estimation and negotiation capabilities
  • A passion for managing client relationships and delivering 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 highly effective teams and strong people management skills
  • Financial discipline and comfort with Excel spreadsheets and internal accounting and forecasting tools
  • A commitment to contributing to the agency's culture and participating in activities that foster a sense of belonging
  • Experience in selling to the US market
  • Excellent communication skills

Preferred Qualifications

  • Proficiency in spoken and written French
  • Technical or design expertise
  • Familiarity with Drupal, WordPress, and/or mobile development
  • Experience working with institutional clients

What We Offer

In return, you will receive:

  • An environment that fosters continuous learning and mentorship
  • A team dynamic that allows you to work on creative, impactful projects while also taking ownership of your contributions
  • A collaborative, enjoyable, and friendly workplace where your insights are highly valued
  • A competitive salary, comprehensive health insurance, and a healthy work-life balance
  • Opportunities to collaborate with esteemed organizations
  • A diverse, multilingual team from various backgrounds
  • A hybrid/remote-friendly work environment, complemented by a modern office space

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