Director – Client Success

Job description

Department: Client Success – Enterprise Team

Language: English, French is an asset

Location: Ontario-based (Remote work option)



Background



Agility PR Solutions provides powerful yet intuitive media outreach, monitoring, and measurement solutions for today’s PR professionals and communicators. Since 2003, global clients have trusted our platform and services to help them discover journalists and influencers relevant to their business, connect with these contacts through impactful emails and press releases, monitor media coverage, and report on the results of their public relations efforts. Our innovative technology backed by deep expertise helps organizations achieve the business outcomes they need to flourish.


Agility has a rapid growth plan in place for 2021 and is recognized by software review site G2 Crowd as a top-tier PR services provider. Reviews on Glassdoor.com speak to the excellent experience candidates and employees have with Agility, and we take pride in the positive feedback that reflects our corporate culture.


We are a team of global experts providing solutions and world-class support from our offices in the vibrant cities of Austin, USA; London, UK; Ottawa, Canada; and the Philippines.




Major Purpose


Agility serves global clients across all industries, and the private, government, and non-profit sectors. At Agility, you will be actively working with clients like Ford Motors, Nestle, Pandora, Michael Kors, McDonald’s, Habitat for Humanity, Oxfam, Abbvie, Canadian Chamber of Commerce, Canada Post, Eurofighter, and several other companies ranging from Fortune 500 clients to small and medium companies.


Agility is seeking a passionate leader in the space of communications and public relations, who can bring their experience and expertise in communications to support and guide Agility’s clients. Our clients look to us to advise them on their media monitoring and analytics programs, and you will focus on how best to strategize media objectives for these initiatives. This role is a great opportunity to switch from working in front of the client to working side by side with clients on how their media outreach and pitches played out in the media, and to observe and share insights on how their media strategy is working.


Reporting to the Vice President, Global Services, the Director – Client Success will lead a talented and experienced Enterprise client success team, made up of client success relationship managers and team managers in local and overseas offices, in effectively managing client expectations and deliverables towards the goal of increased retention and account growth. As a director, you are supported by a team of more than 50 analysts and managers handling a client base that loves our approach and enjoys working with our team.


You will also actively collaborate with a variety of departments to ensure a proper understanding of requirements, and manage internal and external communication as needed. The director will also closely work with the media insights group. This group manages part of the client deliverables to ensure quality reports are being created and delivered to clients in a timely manner.



Key Responsibilities


Client Retention and Account Growth


  • Maintain and exceed the high client retention rate Agility already enjoys—impact client retention positively through quality deliverables and value to the client
  • Understand and tap into current news, news cycles, client developments, and information requirements to mine for conversation opportunities on media objectives impacting account growth
  • Maintain and create positive upward trend for team KPIs on CSAT and NPS scores, as well as proactive initiatives
  • Understand the direction the PR/media industry is headed and what, who, and how to support clients in that direction
  • Oversee team’s client activities at every step of the client lifecycle—onboarding, plans, insight-driven post-mortems, development strategies, how Agility is contributing towards their media strategy and objectives, etc.
  • Coordinate and manage client projects from the information gathering phase, to job estimation, resource allocation and delivery, defining statements of work and timelines, and ensuring successful completion and client satisfaction
  • Develop long-term client relationships as a trusted counselor, thought leader, and escalation source—work hands-on with clients as necessary to achieve a high level of client satisfaction
  • Work closely with the media insights group that deliver on clients’ media analytics and measurement programs, and ensure accurate, high-quality media analysis reports are delivered to clients on time, every time
  • Support the sales and account management teams with trials and service support
  • Track account activity and progress on Salesforce Service Cloud, and set workflows and reporting dashboards for insights into team and client account performance
  • Ensure client deliverables are in line with their contracts on both cost and client expectations


Team Management


  • Manage a global team of media analysts, client success relationship managers, and team managers
  • Create cost-effective processes and maintain profitability margins on each deliverable, as well as at the overall team operational level
  • Oversee the client success team's resources, ensuring that each team member meets their objectives and contributes to the team's strategic objectives
  • Guide team members on skills and knowledge development, training, and process improvements
  • Develop and monitor internal workflows to improve efficiency, while maintaining high-quality deliverables
  • Develop, document, and manage processes and policies to ensure highly efficient, effective, and consistent use of tools and talent
  • Hire staff and ensure they are properly mentored, trained, utilized, and motivated
  • Nurture the positive, collaborative team environment that exists within and between various teams at Agility
  • Serve as liaison to sales, product management, engineering, publications & data research, and other departments with needs or dependencies on services (and vice versa) to share expertise, escalate, champion client perspectives, and resolve issues
  • Create effective quality control processes and implementation plans
  • Learn Agility and other supporting software and platforms used by the team to deliver to client media requirements, and to support and guide the team

Requirements


  • Completed university degree/diploma, preferably in a related field (public relations, communications, journalism, marketing, digital marketing)
  • Overall 10+ years of relevant experience with at least 5 years in leadership role in the field of client management, managing teams (PR/marketing/digital agency experience is strongly preferred)
  • Prior experience in agency (PR, marketing or digital) setting managing client deliverables, billings, and margins is a distinct advantage
  • Self-sufficient and self-motivated with the ability to independently manage major clients and brands
  • Proven leadership and mentoring skills
  • Excellent interpersonal skills and ability to collaborate effectively at all levels and functions
  • Demonstrated problem-solving skills
  • Demonstrated written, presentation, and verbal communication skills
  • Comfortable and efficient when working with tight deadlines and managing multiple competing priorities
  • Ability to work independently and come up with creative solutions to complex problems
  • Effective communication skills, including the ability to clearly and concisely express complex work and ideas in everyday language
  • Ability to provide a consultative customer service experience to clients via phone and email


Application Deadline: Monday, December 06th 2021



Agility PR Solutions welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.