Director of Client Service Operations (Asheville, NC

Company: WebFX
Location: Asheville
Posted on: April 10, 2021

Job Description:

Client Service and Solutions Coordinator (Title TBD; commensurate with experience) Bachelors in Marketing, Communications, Information Systems, Business, Statistics or related major (Please include GPA on resume) General Knowledge Digital Marketing, Technology or Software background desired Experience At least 5 years of experience working in customer service at a manager/director-level Ideal candidate will have previous experience in a similar role Ideal also includes experience working with customers to resolve high-level challenges at a Director or organizational level Qualities Self-managed with excellent follow-through and initiative to get things done "Can-do" attitude and grit to work through obstacles and complex problem resolutions Creative problem solving and clear, responsive communication style Track record of strong communication and an investment in personal professional development Eager to develop positive relationships internally and externally to achieve necessary goals Strong attention to detail and highly flexible to changing priorities What You'll Do Role Overview This role will support the success of client partnerships and work cross-functionally across all client service teams including: Internet Marketing implementation (SEO, Social, PPC, etc), Account Management, and Interactive Web Services in driving operational excellence, both internally and externally. This is a new and evolving role at WebFX which will continue to evolve overtime as we are a high-growth and fast paced organization. Note: This is an individual contributor role, not managerial, nor overseeing a specific team or set of individuals This is a remote position by default, but the candidate can work from any FX office location if desired Responsibilities Primary responsibility is to actively manage, own and de-escalate client support cases across departments for the betterment of both team and clients Ability to redo deliverables and achieve buy-in when needed to support clients or deliverables and achieve results and alignment Oversee high-level client WOW efforts, embody the Voice of the Customer, and manage the active client lifecycle including account transfers, happiness, and problem resolution Oversee and manage profitability of accounts and work with the President, COO, and Department Directors to manage win-win client partnerships Coordinate and manage working with Department Leads to optimize Client WOW efforts and resolve client pain points within the organization, campaigns, and teams Manage Client WOW proactively with client outreach based on survey feedback, client insights and value delivery Communicate on a daily basis with different parts of the client base depending on needs, including coordinating solutions between clients, execution teams, business development, and support or specialty teams Monthly client project reviews and reporting based on your analysis and data work, including: monthly analysis, reporting and action plan creation and execution Collaborating and communicating internally and externally and ensuring a focus on creating positive and solution-oriented relationships within the team and with clients Identify room for improvement in processes and systems to evolve WOW delivery Manage timelines and multiple complex projects related to Client happiness with consistency and value Training Our--"Bootcamp"--web marketing training program will be provided for new WebFX "family members" to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position. On-site, state-of-the-art training amenities to facilitate departmental trainings, industry-related updates, and monthly Lunch-and-Learns. What You'll Get Opportunities for Growth WebFX grew 250%+--over the past 3 years, and merit-based promotional opportunities are abundant for new family members who meet or exceed position performance metrics. Compensation $90K-$115K Potential additional bonus possible Candidates interested in the Director of Client Services Operations position may also have interest in: Digital marketing, online marketing, digital advertising, paid advertising, search marketing, inbound marketing, web marketing, social media, content marketing, PPC, SEO, SEM, blogging, Facebook, research, communications, etc.

Keywords: WebFX, Asheville , Director of Client Service Operations (Asheville, NC, Executive , Asheville, North Carolina