Head of Client Services
Avex, United States
Job Description
Avex is a New York City based creative and e-commerce development agency. As NYC's premier Shopify Plus agency, Avex partners with brands such as: KITH, Hugo Boss, Undefeated, Marchesa, O'neill, Reem Acra, 88Rising, Badgley Mischka and many others.
We're a small, but growing team of award-winning designers, developers, marketers and e-com strategists. We love trying new ideas and pushing the boundaries of development, design and e-commerce. Our company is expanding rapidly and we are looking to further build out our team. We believe that our work should not only produce amazing results for our clients, but that it should also be fun and rewarding. Avex believes in a strong work-life balance, not just churning out projects.
Ok, we'll stop bragging.Let's talk about you!
About this Role
The Head of Client Services will take complete ownership and responsibility over the success of our client’s e-commerce growth and customer experience. You will report directly to the Director of Operations and CEO.
You will be primarily responsible for overseeing our monthly support and email marketing retainers, as well as ensuring new account growth. Working with Strategists and Email Marketing Managers, you will provide strategic direction to clients by constantly monitoring customer satisfaction, industry trends and recommending new projects, strategies and solutions based on their findings. You will apply continuous improvement to existing accounts to ensure long term growth.
What you’ll be doing
- Interact with clients and build relationships with them while ensuring their needs are being met
- Manage the client’s transition from project to retainer
- Negotiate long term retainers agreements
- Resolve client problems and disputes in a professional manner
- Oversee our team of Strategists, Email Marketing Managers and Content Marketers to provide exceptional and strategic services to all clientle.
- Work with SaaS partners to develop lead sharing and co-selling / co-marketing initiatives
- Work with internal content marketers to support agency growth
- Develop and oversee the implementation of client service processes
- Work with Director of Ops to ensure profitability and retainer growth
- Coach and support Strategists and Email Marketers to help them meet goals
- Keep records and documentation of client interactions for training purposes
- Create monthly and quarterly reports to determine whether KPIs are being met and where there is room for improvement.
Requirements
We need someone who will take complete ownership over all client accounts and bring ideas to the table. You will be expected to self manage, create goals and take action. During the interview process, you will be asked what you will do during the first 30, 60 and 90 days.
- 3-5+ years experience in Sr. Account Management or Client Services
- Experience with e-commerce and/or Shopify is a must
- Leadership experience
- Impeccable communication and problem solving skills
- Ability to juggle multiple accounts
- Knowledge of industry leading customer management tools
- Superior organizational and time management skills
Benefits
- Salary: based on experience
- Opportunity to grow and lead a team
- Fully Remote
- Unlimited PTO and sick days (dependent on performance)
- Paid holidays
- Career development opportunities (workshops, classes, mentorship)
- Team lunches / dinners (Remote / In-person TBD)
- Atena Healthcare
- 401K
- CitiBike Membership
- Perks and discounts
- Grow with a small team and take ownership over this role.
Please apply by sending your resume and a little about yourself. We’d love to talk!
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Learn more at: https://avexdesigns.com