We are looking for a Director of Client Services who will set, lead, and manage the overall direction and vision of CreatorIQ’s most strategic clients. This role will work closely with our Services Solutions, Sales, and Customer Success teams to identify key opportunities with new and existing client accounts. The Director will be tasked to drive the Service delivery strategy and its execution and be accountable for performance, retention and customer satisfaction while reviewing expansion opportunities to ensure scalability and business continuity.

We are looking for a leader who can create scalability for our service delivery model, implement process improvement and change strategies identify expansion opportunities and maintain client satisfaction and loyalty through a growth model. This position will be measured by retention, profitability and customer satisfaction.

Who we are:

CreatorIQ is the leading cloud solution for global enterprises to manage and optimize influencer campaigns at scale. We have global relationships with companies such as Mattel, Disney, Tiffany & Co, Airbnb, Ralph Lauren, CVS, Dell, Edelman, Creative Artist Agency, and many more. 

What you’ll do:

• Build and deepen relationships with strategic customer base to help influence their long-term technology and business decisions
• Work hand-in-hand with the Director of Success to ensure strategies translate into specific and measurable goals and plans and to ensure cross-functional support is executed in a timely and effective manner and that all staff servicing customers are executing cohesive and aligned plans
• Assist the Sales, Solutions, and Customer Success teams in providing insight to client health, and working to win new business and/or grow existing accounts
• Support our Directors to ensure optimal client service as it relates to platform performance, functionality, enhancements, and configuration
• Possess and use deep subject matter expertise to guide the Client Success team on tactics and strategies that align CreatorIQ solutions with our clients' business objectives
• Identify creative opportunities to expand CreatorIQ’s presence and create new value for existing client accounts
• Expand current relationships and develop trust with a portfolio of major clients by continuously proposing solutions that meet their objectives
• Strategize with Sales and Customer Success teams to identify key opportunities for account expansion
• Communicate and frame the key value creation that CreatorIQ delivers as compelling case studies to key client stakeholders, champions, and our internal team to ensure constant communication of our positive impact and stronger client relationships
• Plan our longer-term strategy across key accounts
• Stay up-to-date on the latest industry trends and innovations in the social realm, and provide clients with insights that will enhance their influencer marketing efforts
• Provide big-picture recommendations on how to improve CreatorIQ’s partnership with the client
• Support our Services Lead to ensure optimal client service as it relates to industry insights, campaign analysis, best practices, and strategic recommendations

Who you are and what makes you qualified:

• Minimum 5 years of senior leadership experience with an emphasis on professional services
• Ability to build strong and effective relationships which introduce win-win solutions across departments and with clients
• Ability to demonstrate leadership style, supported by clear understandable strategies with a strong focus on results
• Demonstrated success as a strong and influential negotiator
• Demonstrated ability implementing scalable business processes during periods of high growth
• Proven ability to drive decisions and actions among diverse groups to achieve goals
• Highly complex problem-solving ability
• Ability to work effectively within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction/retention
• Exceptional communication and presentation skills
• Demonstrate experience and a passion for the social media technology universe
• Fluency in social media platforms and direct experience in working with or for social media management software is preferred
• Passion for solving client challenges and commitment to client delight