Senior Director, Client Success

VELOX is a digital marketing agency that combines business intelligence with services and technology. We take pride in working with our clients to swiftly build more productive and revenue-driving businesses.

We help established businesses scale their online revenue with industry-leading strategies that work. Clients that had little or no online presence are now nationally and globally recognized. Through accountability, transparency, and respect, our team of SEO, marketing, technology, and content specialists drive stunning ROI and sustained search engine dominance.

The Senior Director, Client Success at VELOX will oversee Client Success, Paid Media, Engineering, and Technical SEO teams, ensuring seamless integration and collaboration across departments. Responsibilities include setting cross-functional strategies for revenue growth, improving retention, optimizing processes, and leading team members to achieve performance metrics. This leader will drive initiatives that address client needs, improve service quality, and support VELOX's reputation for delivering outstanding ROI and service excellence.

To get an interview for this position, you must be:

• Exceptional Leadership. Lead & motivate a dynamic team of account coordinators, client success managers, technical SEO team, and our off-shore syndication team to deliver ingenious and unforgettable campaigns for our clients on time, exceeding high-touch management and revenue goals. Outstanding presentation, written, and verbal communication skills to represent the agency as a Creative & Effective Leader to clients.
• Strategic Thinking. Participate and lead existing business pitches and strategy presentations and work with account teams to help identify organic growth and new business opportunities. A problem solver and innovator who seeks ideas and the unexpected through analytics, technology trends, audience insights, and marketing strategies.
• Technology Expertise. A thorough understanding of the value & contribution technology makes, regardless of medium, and an ability to generate innovative ideas that create buzz and get results. Makes bold, decisive decisions and recommendations, demonstrating strong judgment and paying close attention to detail. An impressive portfolio of marketing & innovation experience that demonstrates ultimate mastery of technology & its integration into digital marketing solutions.
• Process Optimization. Removes impediments so the team can focus on creating great work and discovering scalable solutions. Experience balancing the constraints of rolling timelines and transitioning seamlessly across client campaigns of varying scales, audiences, and channels.
• Collaboration. Adapt a "one team" mentality and partner with leadership to establish a clear strategic vision and purpose for the team and support the integration of all disciplines. Lead internal sessions with the Client Success, Technical SEO, Sales, Syndication, and Content, providing clear and objective direction for the work and how to maintain positive retention.
• Financial Management. Monitor project financials to identify potential overruns, taking corrective action when needed. Oversee agency sales pipeline to identify potential changes in resource needs.

This is a full-time in-house position at our office in Boise, Idaho.

Responsibilities

• Collaborate with CEO, Executive Leadership, and Co-Director to develop ongoing objectives for the larger Agency Client Success Team as it relates to company goals.
• Supervise and guide Client Success, Paid Media, Technical SEO team through (OKR) objectives and key results achievement.
• Provide leadership, mentorship, and management for direct reports, playing a key role in their professional development.
• Proactively stay abreast of and/or initiate internal process changes in order to understand how it impacts the overall department as well as to communicate change requirements to impacted individuals and teams optimally.
• Lead key contact relationships with clients to develop rapport and identify areas of opportunity and improvement for the larger team.
• Be hands-on and proactively support the team with crucial customer or partner issues or concerns.
• Serve as a department escalation point, ensuring issues are identified and promptly resolved, calling out key team and/or customer concerns to CEO and/or Leadership team promptly.
• Assist with the development and evolution of client business reviews and participate in reviews and pitches as they pertain to our key customers.
• Seek to understand the challenges, needs, and goals of our customer base and the industry and produce updates and insights to peers and leadership in recurring status meetings.
• Partner with the Leadership team to aggregate quarterly customer forecasting
• Develop and provide a monthly customer churn report and analysis to Executive Management with the goal of identifying risks and proposing solutions.
• Oversee and assign new account resourcing and account transition processes.
• Responsible for understanding account distribution and time utilization among the team for quarterly headcount reviews Leadership.
• Be actively involved with new products and/or growth strategies and thoughtfully deploy initiatives, as they pertain to customers, to the larger team with the goal of tracking progress and adjusting the approach as needed.
• Establish consistent and recurring collaboration with adjacent and supporting team leads to ensure broader company success.

Requirements

• Bachelor's degree, preferably in Business/Marketing/Advertising or equivalent combination of education and experience.
• 8+ years of digital marketing and/or agency experience.
• 6+ years of sales and/or account management experience.
• 5+ years' experience leading and/or managing cross-functional teams to deliver on assigned annual goals.
• Proven internal leadership and collaboration skills.
• Proficiency in Google Analytics, Adobe Analytics, and the Google Marketing Platform is a plus.
• Understanding of or experience working with 3rd party ad serving tools and/or rich media ad serving technologies.
• Extensive practice in navigating difficult conversations, negotiations, and resolving conflicts
• Ability to maintain poise, confidence, and professional disposition in high-pressure situations.
• A passion for diplomatically and taking ownership, going above and beyond for your coworkers and clients.
• Ability to present and speak to large groups.

What's our culture like?

We're kind of like one big (or small depending on where you're from) family. We like to work hard and have fun. We're serious about getting it right and have a lot of laughs along the way. Accountability is huge for us because the buck stops here. We don't make excuses. We're persistent and persuasive, thrive on strategy and "always striving for greatness" is the name of our game.

Benefits

• Highly Competitive Salary
• Health Insurance & Dental Benefits with Company Match
• 401k with Company Match
• Open Environment - Family Focused
• Flexible Work Environment
• Generous Paid Time Off
• Downtown Boise Office
• Brand New World-class Gym (In-House)
• Personal Training (In-House)
• Paid Downtown Parking
• Kombucha on Tap
• Team Building Events

Skills

• Search Engine Optimization (SEO)
• Paid Media Marketing
• Analytics Analysis
• Executive Leadership
• Digital Marketing
• Marketing
• Communication
• Account Management
• Sales
• Advertising