Director of client services

Do you want to take a leadership position at a growing digital-first marketing agency and be a part of taking us to the next level?

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

This is a new position at RED66 Marketing. We are looking for a senior-level person who will be responsible for overseeing large client relationships, managing account teams, and ensuring the delivery of high-quality services to clients.

The Director of Client Service is a pivotal role in maintaining and growing client accounts while ensuring client satisfaction.

You will manage account teams, support them in their daily work, and act as a mentor and coach to facilitate their development and progression in the agency.

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, working with them to manage the accounts' financial health, targets, and objectives.

As this is a strategic role, you will be part of our leadership team and collaborate closely with our CEO and fractional COO to ensure alignment with our values, strategic objectives, and company roadmap.

The role is based in our office in Grand Rapids, Michigan.

Key Responsibilities

• Key Account Management : Develop and nurture strong relationships with key clients, serving as their primary point of contact, and ensuring their needs are met.
• Strategic Planning : Collaborate with the account team and clients to understand their long-term goals and develop strategic plans to meet them.

You will also lead the onboarding process for new clients, develop their marketing strategies and plans then work with account teams for delivery.

• Team Leadership : Lead and mentor account teams, providing guidance and support in client interactions and project execution.
• Resource Planning & Budget Management : Manage client budgets and financial aspects of projects, ensuring profitability and adherence to financial targets.
• Problem Solving : Address and resolve client issues or concerns promptly, maintaining a high level of client satisfaction.

We believe in clients for life!

Business Growth : Identify opportunities for upselling or cross-selling services to existing clients and participate in business development activities to acquire new clients.

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 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, many of whom have been clients for years.
• Work closely with leadership 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.
• Travel on an as-needed basis to grow client relationships, travel will fluctuate with activity and opportunity.
• Contribute to new business proposals and presentations. Sell new service offerings to create recurring revenue accounts and identify new growth opportunities for the long-term.
• Contribute to the culture of the agency and participate in activities that develop a feeling of belonging to it.

Qualifications

• Bachelor’s degree in business, marketing, communications or a related field is desired but not required.
• You have at least 5 years of agency experience.
• A proven track record of successfully managing client accounts in the digital space.
• You are an excellent listener who can understand client and team needs.
• Good estimation and negotiation skills.
• You are motivated by managing client relationships and enjoy making presentations.
• Experience tracking goals and results at the agency level.
• Good with people management, including experience hiring, managing, and developing team members who are responsible for the day-to-day execution of client accounts.
• Financially disciplined and feel at home working in internal accounting and forecasting programs, as well as Excel spreadsheets.
• Experience in working with software solutions like HubSpot CRM, Asana and Harvest for managing projects, timelines, tasks and time / forecasting, QuickBooks Online for budgeting, financial reports, Microsoft Office Suite and Google Workspace for communication, document creation, Google products like GA4, Search Console, Google Ads / LSAs, and Meta ads.

Bonus for :

• Technical or Campaign development expertise.
• Knowledge of WordPress, Shopify, SEO, SEMrush.
• Experience working with B2B clients.

Why RED66?

• Impact : Work with clients to build and grow their businesses. All are privately held, and many are multigenerational family businesses where advancement in marketing, technology, processes and systems build their bottom line.
• Challenge : Opportunity to take ownership of projects with a high level of creative and technical complexity.
• Learning & Growth : A collaborative environment that encourages continuous learning and mentorship.
• Culture : A company with passionate people who support each other, develop strong relationships and have fun together.
• Flexible hybrid : For candidates based in Grand Rapids, MI and suburbs, this role follows a hybrid work schedule.

Compensation & Benefits

• Salary range : $65,000 $80,000 / year + benefits.
• Quarterly commission opportunities on new business and upsells.
• Healthcare, dental & vision available.
• Company provided short term disability and life insurance.
• Simple IRA plan with 3% company match after first year of employment.
• Working within a team-first agency, we support each other.
• Yearly conference budget.
• Yearly training budget.
• Generous PTO + Holiday policies.

Ready to make a difference? Join us and help shape the future of RED66 and our clients.

Apply here, online at www.red66marketing.com / about / careers / , or email [email protected].

Contact Details : Rebecca Dutcher, CEO

Rebecca Dutcher, CEO

[email protected] 616-490-1068

www.red66marketing.com

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