Client Services Manager

Silverback Strategies is a performance marketing agency on a mission to build the best agency culture. Our goal is to enable specialists to do what they do best so that our clients win every time. Silverback has won best places to work awards from Ad Age, Inc Magazine, The Washingtonian and The Washington Business Journal. Our success is based on our people, a growing collection of A-plus performers who thrive in our environment.
We have a tight-knit team that’s high-energy, competitive and fun. It’s like working at a startup, minus the uncertainty. We live by our motto: we’re in this together.
Today, we’re ready to hire a new Client Services Manager. Our Client Services Manager will serve as the main point of contact for a portfolio of multi-service clients, and will play a key role in client relationship management, cross-sells and upsells, and the successful delivery of Silverback’s core services. Ultimately, the Client Services Manager will play an instrumental role in client retention and growth for their assigned portfolio.
The Client Services Manager will collaborate closely with SMEs on our service delivery teams to drive successful outcomes from clients’ digital marketing efforts. You’ll report directly to the Senior Director of Client Services, and will play an integral role in the continued success of Silverback’s growing Client Services team.
We’re looking for someone who is client- and customer service-obsessed, and is always looking for ways to drive win-win solutions for the success of both the agency and our clients. In this role, you’ll use your outstanding communication and relationship building skills, combined with a proven track record of success in digital & performance marketing strategy, to help clients achieve their business goals.
Here’s what we expect from our new Client Services Manager:

What You'll Do

• Act as the main point of contact for the client’s marketing leader for your assigned client portfolio. (With support from experts on our Paid Media, SEO & Content, Creative, and Data teams doing the bulk of the channel-level strategic & tactical work.)
• Lead regularly scheduled client calls based on collaboration with delivery SMEs. Provide clients with in-depth updates, insights, and strategic recommendations as needed to drive a successful agency partnership.
• Optimize your clients’ success by regularly reviewing contract scopes, proactively managing renewals, and evaluating marketing KPIs to implement improvements. Identify cross-sell and upsell opportunities when appropriate.
• Stay up-to-date with marketing industry trends & important developments in clients’ industries; proactively bring industry insights to your assigned clients.
• Provide leadership and coaching directly to the delivery teams, challenging proposed strategies and enhancing client presentations.
• Lead efforts to improve communication and workflow between service departments, delivering top-tier cross-channel marketing strategies that exceed client goals.
• Proactively identify and mitigate any client churn risk factors to ensure client satisfaction and retention.
• Work to ensure (along with product teams & account directors) that client engagements remain within scope and run a healthy delivery margin.
• Collaborate with the Senior Director of Client Services to surface and implement process improvement opportunities, with the goal of eliminating waste and/or making your teammates’ jobs easier and more efficient.

What We’re Looking For

• 3-5+ years of professional digital marketing experience
• Previous agency experience is a must-have! (Performance marketing agency experience is highly preferred.)
• Must have at minimum 3 years of experience in a directly client facing role, and be highly comfortable with client communication (both written and verbal).
• Strong preference for candidates with a background in one of our two main service delivery areas (Paid Media or SEO) who have previously worked as a product/delivery SME before making the transition to a client services/account management role.
• Previous experience with Google Analytics; strong ability to analyze & interpret marketing data and KPIs.
• Proven track record of building & maintaining trust with client partners. Outstanding relationship-building, communication, and interpersonal skills.
• Ability to tackle “tough conversations” head-on and be radically candid with both clients and internal teams when needed.
• Experience with cross-functional teams and marketing stakeholder groups (i.e. experience working across multiple different marketing channels or delivery areas)
• Excellent project management and time management skills; must be able to work autonomously to “keep yourself on track.”
• Results-oriented with a focus on driving measurable outcomes.