ABOUT PMG : Pence Media Group (PMG) is a full-service public relations, media, and marketing consultancy working with startups to Fortune 500 companies.
PMG was established in 2017 to create a real, working strategy for every client we serve. PMG loves helping brands affirm their identity, craft key messages, and deliver them to targeted audiences.
PMG was honored with a MUSE Creative Gold Award for Best Small Agency of the Year in 2023 and 2024.
We run projects from concept through completion with an operating mantra of consider it done. In today’s world, flexibility is paramount, and PMG prides itself on the expertise, adaptability and value we bring to our clients.
With that in mind, PMG offers a remote-first working arrangement, but regular on-site client meetings and occasional outside of working hours responsibilities could be required.
ROLE : Director of Client Success
ACCOUNTABILITIES : Client Delivery Oversight, PMG Management, and Business Development Support
MANAGER : CEO
OVERVIEW
The Director of Client Success is responsible for ensuring PMG’s clients’ needs are met, expectations are exceeded, and their goals are realized.
You’ll help win pitches, onboard clients, track performance, problem solve, collaborate with the client delivery team, and work to continuously improve how clients, projects, and strategic initiatives are managed at PMG.
This role is essential to PMG’s promise of Consider It Done.
QUALIFICATIONS :
- Bachelor’s degree in marketing, journalism, communications, public relations, business or a related field
- 12+ years experience in public relations, marketing or a similar role preferred
- Strong organizational skills with the ability to multitask and prioritize tasks in a fast-paced environment
- Excellent communication skills, both written and verbal, with the ability to effectively interact with clients and team members
- Ability to coach, guide, lead, and manage teams to high performance
- Developed competencies in client, project, and process management
- Strong presentation, facilitation, and influencing skills
- Detail-oriented with a high degree of accuracy in work
- Proficient in Google Business Suite (Docs, Sheets, etc.)
- Ability to work independently as well as collaboratively within a team
- Ability to travel to various locations within Indiana, as needed
ROLES + RESPONSIBILITIES :
Client Success
- Oversee the onboarding process for new clients ensuring proper alignment of expectations
- Monitor and report on the performance of client projects providing regular updates and insights to internal teams and clients (e.
g., Scope, Time, Budget, Impact, etc.)
- Manage client projects ensuring effective and efficient execution that exceeds expectations
- Manage timelines, budgets, and resources to ensure proper project and PMG utilization rates
- Actively participate in virtual or in-person client meetings
- Address and resolve any client issues or concerns promptly and effectively to drive satisfaction, retention, and referrals
- Build strong relationships through exceptional service that anticipates needs and creates trust
- Collaborate with internal teams on the timely and successful delivery of solutions to client needs and objectives
PMG Development
Identify opportunities for process improvements and implement changes to enhance client satisfaction, PMG operational efficiency, and PMG growth
Define processes, procedures, and interaction models between all stakeholders
Set and align Service Level Agreements (SLAs) and Service Delivery Targets with stakeholders
Support and promote PMG
Keep PMG organized and efficient
Implement and administer a project management software
Help document the model to enable geographic expansion in the future
Business Development
- Support business development efforts to identify and pursue new business opportunities which may involve research, pitch material creation, pitch meetings, and contributing to proposals, RFPs, and presentations
- Assist with client proposal development
- Identify new business opportunities and make recommendations for how to pursue them
- Identify opportunities for speaking engagements and other public relations activities
KEY PERFORMANCE INDICATORS (KPIs) :
- Client Retention
- Project Delivery - On Time, On Budget
- Revenue Growth
- Onboarding Success
- Resolution Time
- Strategic Impact
At Pence Media Group, we value expertise, creativity and a client-centered approach. We offer a competitive salary, PTO and a flexible work model, opportunities for professional growth and development and an incredibly positive work environment.
If you are a motivated, talented expert, we want you on our team! #consideritdone
HOW TO APPLY :
Apply via LinkedIN and series applicants can move the process forward faster by sending the following to Nicole Pence Becker at nicole@pencemediagroup.
com for consideration :
- Resume
- Cover Letter
- Portfolio
- Reference List - at least three required
- Applications will be accepted until the position is filled.
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