Head of Americas Client Services (US or Canada)

StackAdapt is a self-serve advertising platform that specializes in multi-channel solutions including native, display, video, connected TV, audio, in-game ads and digital out-of-home ads. We empower thousands of digitally-focused companies to deliver outcomes and exceptional campaign performance everyday. StackAdapt was founded with a vision to be more than an advertising platform, it’s a hub of innovation, imagination and creativity.

The Head of Americas Client Services will lead and manage our client services division, overseeing a team of Regional Vice Presidents and an organization of 120+ professionals. This leader will be responsible for driving strategic initiatives focused on client satisfaction, driving their business performance and leading a high performing team across Americas. The ideal candidate will have a proven track record in senior leadership roles, with experience in managing large teams, driving strategic change, and delivering measurable results. Collaborating closely with multiple departments to achieve impactful results, this role reports directly into our SVP of Global Client Services and can be located anywhere in the US or Canada.

What you'll be doing:

Leadership & Management:

• Provide strategic oversight and leadership to the Client Services division, ensuring alignment with the company’s overall vision and goals.
• Directly manage Regional Vice Presidents, fostering a collaborative and high-performance culture across regions.
• Oversee the goal setting process and performance management of a 100+ person team, ensuring excellence in client services delivery
• Cultivate a coaching culture, strengthening capabilities and building a deep reservoir of expertise within the Client Services function.
• Serve as a key member of the Revenue and StackAdapt leadership team, contributing to company-wide strategy and decision-making.

Strategic Planning & Execution:

• Develop and implement a strategic roadmap for the client services organization, focusing on driving client value, satisfaction, retention, and growth.
• Drive the excellence of the department focused on strategic, data-driven approach, leveraging metrics and analytics to improve service delivery and client outcomes.
• Collaborate with other departments (e.g., Sales, Marketing, Product) to ensure a seamless client experience and alignment of goals.

Client Relationship Management:

• Build and maintain strong relationships with key clients, acting as an escalation point for critical issues and ensuring their long-term success and satisfaction.
• Develop and oversee client satisfaction and retention strategies, ensuring the consistent delivery of exceptional service across all regions.
• Represent the company in client meetings, presentations, and negotiations as needed.

Performance & Metrics Management:

• Establish and monitor key performance indicators (KPIs) for the client services division, ensuring that all teams are meeting or exceeding targets.
• Use data and analytics to drive continuous improvement in service delivery, client satisfaction, and operational efficiency.
• Report on departmental performance to the executive team, providing insights and recommendations for improvement.

Operational Excellence:

• Implement best practices and process improvements to enhance the efficiency and effectiveness of the client services team.
• Ensure compliance with company policies, industry regulations, and client agreements.

What you'll bring to the table:

• 15+ years of experience in client services, account management, or a related field, with at least 5 years in a senior leadership role.
• Proven track record in the AdTech space, with depth of knowledge in the industry landscape, upcoming challenges, and what being “world class” really means to us
• Deep experience and passion for people management, with a background encompassing leading large organizations with multiple management layers
• Strong analytical skills, with the ability to leverage data to drive decisions and improvements.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Demonstrated ability to think strategically and execute methodically.
• Deep data acumen and understanding, both leveraging the insights of the team and also getting hands on in spreadsheets and systems to get the context needed for key decisions
• Ambassador for a strong performance culture that values supporting others, acting with integrity, and focus on a growth mindset
• North America experience required; global experience a plus

StackAdapt is a diverse and inclusive team of collaborative, hardworking individuals trying to make a dent in the universe. No matter who you are, where you are from, who you love, follow in faith, disability (or superpower) status, ethnicity, or the gender you identify with (if you’re comfortable, let us know your pronouns), you are welcome at StackAdapt. If you have any requests or requirements to support you throughout any part of the interview process, please let our Talent team know.

About StackAdapt

We've been recognized for our diverse and supportive workplace, high performing campaigns, award-winning customer service, and innovation. We've been awarded:

Ad Age Best Places to Work 2024

G2 Top Software and Top Marketing and Advertising Product for 2024

Campaign’s Best Places to Work 2023 for the UK

2024 Best Workplaces for Women and in Canada by Great Place to Work®

#1 DSP on G2 and leader in a number of categories including Cross-Channel Advertising

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