Director of Client Services

Do you want to take a leadership position at a growing digital agency and take our client relationship management practice to the next level?

Evolving Web's Director of Client Services balances client demands with internal planning, ensuring that we deliver high-calibre web design and development services and work collaboratively with clients. You will be responsible for client retention by maintaining senior-level relationships and identifying additional opportunities with existing clients. You'll oversee the account and project management team. You'll also manage the risk associated with clients and goals for each account's financial health, targets and objectives.

As this is a strategic role, you will be part of Evolving Web's leadership team and collaborate closely with our co-founders to ensure alignment with our values, strategic objectives, and company roadmap.

Requirements

In this role, you will be expected to:

• Build best-practice processes and systems to scale up the account and project management teams, enable them to better serve client needs, and increase opportunities for account growth
• Drive excellence across the agency in our client deliverables, from strategic consultancy through to creative product and execution
• Oversee client communications and negotiations, provide senior level client management support, and nurture client relationships
• Manage the account management team, motivating continued excellence in deliverables and client service
• Lead strategic conversations to establish long-term relationships with clients
• Take ownership or strategic leadership of selected client accounts
• Travel on an as-needed basis to grow client relationships, travel will fluctuate with activity and opportunity and at times the requirement will be greater
• Work closely with finance on financial reporting, planning, and forecasting for individual clients, and across the entire agency
• Review and analyze estimates, time entry, invoicing, contracts, and profitability on client accounts
• Contribute to new business RFPs and pitches
• Sell new service offerings with the goal of creating recurring revenue accounts and identify new growth opportunities for the long-term

What kind of skills set do you need to be successful in your role within the Evolving community?

• You have 8-10 years of agency experience
• A proven track record of successfully managing client accounts in the digital space
• You have an understanding of Evolving Web's services and how to position them
• You are an excellent listener and have the ability to understand client needs
• You have good estimation and negotiation skills
• You are motivated by managing client relationships and enjoy making presentations
• You have experience tracking goals and results at the agency level
• Experience hiring, managing, and developing a team of that is responsible for the day-to-day execution of client accounts
• Must thrive on building highly effective teams and possess strong people management skills
• Should be financially disciplined and feel at home working on Excel spreadsheets and internal accounting and forecasting programs
• You contribute to the culture of the agency and participate in activities that develop a feeling of belonging to it
• Experience selling to the US market
• You have excellent communication skills

Bonus for:

• Excellent spoken and written French
• Technical or design expertise
• Knowledge of Drupal, WordPress, and/or mobile development
• Experience working with institutional clients

Benefits

What you get:

• An environment that encourages continuous learning and mentorship
• A team that's big enough that you get to work on creative, meaningful projects and small enough that you can take ownership of your work
• A collaborative, fun, and friendly environment where your input is highly valued
• Competitive salary, a health insurance package, and a good work-life balance
• Collaborations with organizations such as Princeton University, the Government of Canada
• Diverse, multilingual team members from around the world
• A Hybrid/remote-friendly workplace, with a beautiful office in Old Montreal