Associate Director, Client Services

About Avenue Z, Inc.

At Avenue Z, we are a dynamic media and technology company with a powerful influence across all channels. Our leadership has been at the forefront of digital marketing and communications for over 30 years, pioneering innovative strategies that drive meaningful change in brand performance and business growth.

When you join Avenue Z, you become part of a team that doesn’t just adapt to change but leads it, guiding some of the world’s most influential leaders and brands to new heights. We are driven by a deep passion for our craft and an unwavering commitment to integrity in everything we do. If you share our passion and values, explore our current job openings to see how you can make an impact with us.

Overview

The Associate Director, Client Services will serve as a senior strategic leader within the Client Services team, overseeing a portfolio of key client accounts and the Senior Associates who manage them. This role combines high-level client strategy, program oversight, and team leadership to ensure best-in-class delivery, client satisfaction, and sustainable growth across Avenue Z’s client base.

Acting as a trusted advisor to clients and an escalation point for the internal team, the Associate Director will partner closely with the Director, Client Services to drive account health, identify and activate growth opportunities, and ensure operational excellence across multi-project and/or multi-service programs. This role carries a meaningful commission/quota component tied to retention, expansion, and overall portfolio performance.

Key Responsibilities

Client & Account Leadership

• Own a defined portfolio of high-value client accounts, ensuring alignment to client goals and Avenue Z’s strategic objectives.
• Serve as a senior strategic partner to client stakeholders, leading or co-leading key meetings, quarterly business reviews, and strategic planning sessions.
• Act as the primary escalation point for complex client issues, navigating challenges with composure and driving toward solutions that protect relationships and account health.
• Partner with clients to identify and prioritize new opportunities (upsell, cross-sell, pilots, and new scopes) that drive measurable business impact for the client and revenue growth for Avenue Z.

Team Management & Development

• Directly manage and mentor Associates providing clear expectations, coaching, feedback, and growth opportunities.
• Support Associates in developing account plans, client roadmaps, and renewal/expansion strategies; review and approve scopes, proposals, and key client communications as needed.
• Model and reinforce best practices for client communication, project management, and cross-functional collaboration, ensuring consistent quality across the portfolio.
• Partner with the Director, Client Services and People Operations to support hiring, onboarding, and development of Client Services team members as the team grows.

Program & Operational Excellence

• Oversee multi-project and multi-service programs across the portfolio, ensuring timelines, budgets, and deliverables are met or exceeded.
• Collaborate with internal teams (e.g., Strategy, Creative, Paid Media, Analytics, Earned/Owned Media) to ensure seamless, high-quality delivery and clear accountability.
• Monitor account and program performance metrics (retention, NPS/CSAT, revenue, margin, utilization, etc.), proactively identifying risks and opportunities.
• Contribute to the standardization and optimization of Client Services processes, playbooks, and tools to drive greater efficiency and scalability.

Revenue, Retention & Forecasting

• Own or co-own retention and growth targets for assigned accounts and team portfolio.
• Partner with Revenue Operations and Finance to forecast revenue, track performance against plan, and ensure accuracy of pipeline and renewal data.
• Support or lead the development of SOWs, renewals, and expansion proposals, ensuring they are strategically sound, financially viable, and clearly communicated.

Culture & Collaboration

• Champion Avenue Z’s values and culture, fostering a collaborative, solutions-oriented environment within Client Services and across departments.
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