DESCRIPTION

At The Social Lights, we’re a band of creative and energetic problem solvers who love nothing more than to help brands and individuals powerfully connect to their consumer utilizing the power of social media. In other words, our superpower is transforming social capital into brand equity.
The Director of Client Success is a relationship guru, a big picture thinker, an outstanding collaborator and a motivational leader with a tenacious desire to solve real business problems through marketing solutions that shape the future of our clients. This role leads key portfolio accounts, leading overall account strategy to grow and scale our partnerships through strategic positioning and relationship building both external and internal. This role helps to elevate the role of social within client organizations and builds confidence in our capabilities with existing and new clients within the dedicated portfolio alike.

PEOPLE MANAGEMENT

• Lead and grow account teams and direct reports
• Work with direct reports to set measurable annual objectives, conduct bi-weekly check-ins and scheduled employee reviews, and provide continual and specific feedback to help each employee continue on their path to growth
• Develop direct reports through ongoing coaching, skills development and encourage participation and/or memberships that foster growth and development
• Identify and champion growth opportunities for agency personnel
• Anticipate hiring needs, actively contribute to the hiring process
• Assist in on-boarding new team members
• Create and present internal training content with the intent to continue advancing team skills and development across the agency
• This job description is not designed to cover or encompass a comprehensive listing of required activities, duties, or responsibilities. Specific functions may change, or additional ones may be assigned during the course of employment.

SKILLS, KNOWLEDGE AND EXPERTISE

• Bachelor’s Degree in Advertising, Journalism, Public Relations, Marketing or relevant field of study
• 10+ years of experience with 5+ specifically dedicated in a social media role and 4+ years of experience in client-facing role
• Prior experience in a strategic sales-driven role
• Stellar writing, editing and proofreading skills
• Excellent time management, organization, and prioritization skills
• Able to maintain confidentiality with business relations, personnel matters and proprietary matters
• Proficiency in the Google Suite: Docs, Slides, Sheets
• Proficient in Keynote and Powerpoint
• Proficient in the Adobe Suite
• Ideally proficient in Hubspot, FunctionPoint and Asana (or similar tools)

The Director of Client Success plays a key leadership role at The Social Lights and is responsible for managing multiple accounts, motivating our teams and driving the agency toward growth. To be successful, this person must be a self-starter, have an articulate POV, a high level of polish and professionalism and possess a penchant for solving problems. In addition, this person must be adept at knowing where to focus and invest time. This is an amazing opportunity to truly make a a significant impact on the work, those who work with you and to build the agency’s overall reputation and bottom line.

Account Leadership

• Lead accounts, partnering with the Group Account Director to deliver above and beyond client expectations
• Build an impenetrable bond with senior-level clients, consulting on their business and identifying new opportunities for us to support them in reaching their ambitions
• Motivate and inspire the team to do their best work
• Lead the team in building and engaging persuasive moments, meetings, conversations and presentations; ultimately guiding the sell-in of our work and our ideas
• Demonstrate presentation prowess by presenting ideas in a compelling and inspiring manner, anticipating questions that may arise and being fully prepared with thoughts that go well-beyond what is written on a slide; ultimately helping internal and external partners see the value The Social Lights offers and how our ideas directly solve the challenge at hand
• Partner with agency leadership and the Group Account Director to establish the right teams and roles to balance client needs, team chemistry and personal growth opportunities