Director/Sr. Director, Client Services (Fully Remote)

In Brief

ADVOC8 is looking for an experienced Director/Sr Director of Client Services to lead some of our largest existing client relationships, overseeing a portfolio of ongoing work and organically growing the relationship for the future. The Client Services Director is a natural at building strong relationships and solving problems. They are the bridge between business development wins and operational success and can navigate any challenge with a cool head and coordinated response, with an eye on the big picture and a focus on the details.

The Role

A crucial part of the client engagement team at ADVOC8, the Client Services Director is responsible for overseeing projects as the advocate (no pun intended) for the client - understanding their business objectives and ensuring that the creative and our process works for them. The Client Services Director is the person that understands the client's industry, objectives and nuances, ensuring that team members are set up for success on every project. They have responsibility for growing client partnerships long-term and ensuring profitability and reputational success for ADVOC8 through exceptional service and a strategic, consultative approach that focuses on creating real value for clients.

This role is a great fit for a relentless problem-solver who cultivates client loyalty and growth through an authentic approach that fosters positive outcomes for both the client and agency.

Who We Are

ADVOC8 is an experiential communications agency. We work with corporate brands, nonprofits and associations to tell their stories by transforming existing mediums into divergent experiences that build lasting connections. We use the power of strategy-based experiential storytelling to partner with brands boldly seeking to change perceptions, actions and beliefs. We prefer to push boundaries with our creative and innovate beyond traditional expectations, while offering a fluid project management process supported by senior-level oversight and collaboration.

We build lasting relationships with our clients and consider ourselves extensions of their team. At ADVOC8, our approach to creativity is collaborative. All ideas are welcome, curiosity is encouraged and growth is a priority.

Responsibilities

• Oversee a portfolio of high-profile client relationship(s) between $2MM - $5MM in total annual revenue, managing retention and growth throughout the year while leading, documenting and driving overall client strategy
• Support business development and marketing efforts, as time permits
• Navigate senior-level conversations between clients and internal teams to create alignment around expectations and needs
• Provide thought leadership to the client and the project team, supporting strategy and creative as a subject matter expert and curious collaborator
• Serve as internal expert on client industry, positioning, values, internal dynamics, and workflow
• Lead proposal development for new projects within your client portfolio
• Ensure that ADVOC8 values are being considered in how our projects are scoped and operated
• Proactively identify issues before they occur and coordinate with internal teams to provide a seamless client experience
• Partner with project teams to ensure deliverables are successfully tailored to client objectives, while staying on budget and on time

This Role Is Accountable For

• Successful client outcomes that align with their broader business strategy
• Retention and growth of overall client portfolio
• Maintaining positive relationships with team members and clients
• Client satisfaction and Net Promoter Score (NPS)

Requirements

• Celebrate Differences - Highly empathetic personality who values individual perspectives
• Engineer Exceptional Value - Inspired by outside-the-box thinking that yields outstanding ROI for our clients and projects
• Better Together - Collaborative soul who's open to new ideas, sharing successes and being part of a team
• 4+ years of client-facing experience, working with teams and multiple stakeholders across multiple projects over months or years
• Excitement about pro-actively growing a portfolio of work, including revenue accountability and responsibility
• Level Up - High standards, never settling for the status quo or what we did last time
• Experience in one or more of the following industries: gaming, consumer tech, major trade associations and/or public affairs/advocacy
• Protect the Respect - Navigates conflict with an emphasis on transparency and diplomacy
• Extensive experience in a strategic communications or creative agency environment
• Track record of establishing strong relationships with senior-level executives and decision-makers at major brands and associations, including Fortune 100 companies
• Embrace Change - Recognize situations that require flexibility and craft creative solutions on the fly
• Comfortable traveling 15% or more locally, nationally and internationally, as needed
• Hustle Smarter - Entrepreneurial, roll-up-your-sleeves spirit, tempered by the courage to identify smarter ways of doing things
• Comfortable providing guidance and mentorship to junior team members, as needed
• Outcome Over Income - Extensive experience and demonstrated success in client relationship management
• 10+ years of experience with substantive experience in experiential or brand communications
• Aligned with ADVOC8's core values:

Benefits

• Fully remote company
• Collaborative and creative work environment
• Competitive base salary, with additional performance based incentives
• Health Insurance: dental and vision insurance for all employees
• Health Insurance: 100% coverage of medical insurance for all employees
• Unlimited vacation and personal time
• Professional development and training reimbursements
• 401k, FSA and reimbursements for mobile phone usage
• Paid parental leave

We have transitioned from a once Washington D.C.-based agency to being Washington, D.C.-born. This position is not location-based. Candidates must be legally authorized to work in the U.S.; at this time, we are not able to provide sponsorship.

ADVOC8 is an Equal Opportunity Employer, committed to achieving a diverse workforce and prohibits discrimination and harassment of any kind: ADVOC8 is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at ADVOC8 are based on business needs, job requirements and individual qualifications, without regard to age, race, color, religion, age, national origin, ancestry, disability, marital status, gender, sexual orientation, gender identity, gender expression, veteran status or any other status protected under federal, state or local law. ADVOC8 will not tolerate discrimination or harassment based on any of these characteristics.