Director of Client Services

We’re looking for a new Director of Client Services

About Grady Britton:

Grady Britton is a full-service brand agency based in Portland, Oregon. O­­­ur specialty lies in building brands that do more; creativity inspired by business goals and a will to be great. Grady Britton is a certified B Corporation. This certification means GB voluntarily invests in meeting significantly higher standards of sustainability, governance and giving back to the community in our daily operations. It stands for “Business as a Force for Good” versus a belief that business exists only to generate profit. Now more than ever, we want our time and talent applied toward greater purpose. Our motto, “Leave today better than yesterday” is a simple North Star of an idea that brings us in everyday: improving, inspiring, challenging, creating for better. Our community, relationships, strategies, processes, the work— and especially, ourselves. It’s what motivates GB’s difference: building business for brands that put people first.
Grady Britton values the experience and knowledge that different team members bring to our workplace to create a diverse environment. This means we work to provide an environment of mutual respect where all employees, regardless of identity, can have their best career. We and our clients are looking to authentically engage communities of different backgrounds, cultures, ages, sexual orientations and identities, disabilities, and education-levels and are seeking candidates who can help us do this genuinely and successfully.

About the role:

We are searching for a Director of Client Services to lead our account team, as well as lead how we deliver against client experience and value across the agency.

This Director of Client Service’s primary focus will be delivering successful client experiences and financial outcomes for the agency. This will be done by leading our account team, while influencing other cross-functional agency teams to confidently and capably deliver for our clients. It’s a key leadership role in our agency, so we’re looking for someone aligned with our mission, vision and values and ready to build momentum/deliver results for our clients and the agency in both the short and long term.

Responsibilities include:

• Lead and manage a senior level account management team day-to-day, coaching/developing individually and collectively to ensure high performance
• Direct and integral involvement with clients, managing some directly, but ensuring the following is happening consistently and effectively across all clients via assigned client teams:
  – Leading their thinking and adding value consistently to client engagements
  – Understanding their business and strategically guiding them via our depth of knowledge
  – Building trust at executive levels and with key non-day-to-day stakeholders
  – Ongoing client coaching and mentoring, relationship building
  – Solving when issues arise and/or are elevated, etc. across clients
• Overall ownership of financial outcomes of clients (agency projections, WIP, invoicing/invoice reconciliation, organic growth) including:
  – Reliable and consistent projections of our clients’ revenue with the agency
  – Drive organic growth YOY based upon set agency goals
  – Structure and pricing of SOWs, contracts with clients
  – Ensure clients and account team are running profitability
• Annual client survey implementation, communications, analysis and solving for opportunities/issues that arise out of it
• Ability (and interest) to develop new business for the agency, including leading responding to RFPs and pitches with prospective clients when needed
• Onboard clients (along with other team members) standing up teams/structure internally
• Partner with and influence other functional department leads (e.g. creative, project management, media, PR, finance, etc.) to drive cross-functional performance/capability and develop efficient processes to create better work and client experiences
• Be an integral and leading voice within the agency to inspire teams, drive change, deliver results and celebrate success
• Maintain an enthusiastic, inclusive and positive work environment

Qualifications:

• 12-15+ years of agency account management experience including 5+ years leading an account management team
• Demonstrated positive financial outcomes for client accounts/teams under candidate’s leadership (e.g. organic growth, repeat clients, profitability, etc.)
• Marketing strategist who has the ability to identify business opportunities and think strategically across business, channel, etc. to the benefits of our clients and our GB team
• Experience working in an integrated agency/in-house environment with strategy, creative, production and channel capabilities
• Have a passion for and meaningful working knowledge of brand strategy
• Strong interpersonal skills, high emotional intelligence, and a natural love for working with clients/teams
• Proactive, resourceful, solution-oriented, and able to manage many varied priorities that are in motion at the same time.
• Agility, with the ability to identify priorities, shift gears quickly, and guide additional team members
• Ability to take action and achieve results
• Understands agency nuance (e.g. how to build trusting relationships with creative and other internal teams)

Benefits

• Low deductible medical, dental, and vision insurance paid at 100% for you
• 401k – GB contributes 3% regardless of whether you contribute
• Short- and long-term disability insurance and life insurance
• An annual personal growth stipend
• General PTO, paid holiday schedule, and summer Fridays
• Flexible, casual, positive, and inclusive work environment

Other Position Details:

• Flexible schedule including occasional availability outside of normal working hours to accommodate non-Pacific client time zones.
• Hybrid work environment that supports the employee experience and team collaboration. 2 days of onsite work per week is expected.
• Travel for the person in this role is expected to be around 2-4 weeks total per year.

How to apply:

Please send the items below to [email protected]:

• Cover letter – tell us who you are and why you’re interested in the role!
• Updated CV or resume