Launch and Direct a new long-term client services Program

We encourage you to submit your application as soon as possible. This posting will remain open until March 22, 2024 or until we have received a sufficient number of qualified applications.

The Role

This is a temporary contractor role with the potential of becoming permanent position. This position is fully-remote.

At Upstatement, we are in the process of developing a new product and service offering to serve the ongoing needs of our clients and help them get the most out of the digital products we create. This position offers a unique opportunity to shape the future of this offering and contribute to Upstatement's growth.

The Director of New Program for Client Growth & Support Service will create and oversee this program and pilot the innovative offerings as a premium digital concierge. Our goal is to support organizations and maintain healthy client relationships that inspire continued work together. This position will shape the future of digital growth solutions for our clients and Upstatement as a whole.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values. We believe that diverse, inclusive teams make the most impactful work. Upstatement is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

Why Upstatement

Upstatement is a digital product studio with an editorial mindset. We use the tools of design, engineering, and journalism to enrich lives and create a more just society. Our 40-person team works with established leaders (MIT, ESPN, PBS, Microsoft) and emerging companies who are about to change the world. We are members of the kyu Collective and combine the energy of a boutique studio with the business maturity of an established global innovation leader.

• Work with ethical and mission-driven organizations.
• Collaborate in a high-trust environment that empowers creative ownership.
• Build a portfolio you can be proud of.
• Blossom in a small studio culture full of top talent and peers who help you grow.
• Find your path at a place that prizes flexibility: We encourage experimentation, support role switching, and help people balance between maker/manager and lead/support.

What You’ll Do

• Bring to bear your deep domain knowledge of Upstatement's products, especially those within the enterprise website sector
• Represent one of our identified niches (higher ed, publishing, editorial, climate-tech, philanthropies, venture capital) and collaborate effectively with relevant stakeholders
• Guide the evolution of the new service offering by overseeing key elements: the service model, revenue model, and interfaces for clients to report bugs, add requests or browse reports. You’ll figure out how this new offering interacts with our existing team, clients and projects.
• Develop Statements of Work (SOW), Service Level Agreements (SLAs), and collaborate with legal counsel on templates and frameworks
• Oversee the development of service tools, such as dashboards, and engage in collaborative efforts with engineers and designers to enhance service development
• Establish and enhance processes for sourcing, vetting, and hiring contractors for the team, while utilizing variable labor initially
• Organize efficient ways of working for the program, building upon existing Upstatement processes
• Effectively manage the escalation of issues and act as the representative for the new offering with project managers and other team members
• Represent new Program in client pitches and, when appropriate, during projects to attract clients into the program
• Ability to provide an optimal stakeholder experience ensuring that the reporting, management, and execution of issues are conducted with minimal friction
• Advise clients on optimal strategies for leveraging Upstatement's product to measure and attain business objectives, encompassing aspects such as KPI development, analytics utilization, and fostering subscriptions
• Contribute effectively to the creation of proposals and other essential materials for the program or specific client opportunities

About You

• Equipped with ample experience in business development and understanding client markets
• Proven experience in a similar leadership role with a focus on product development and client engagement
• Strong understanding of contracts, procurement, and legal frameworks
• Excellent communication and collaboration skills
• Ability to navigate both tec