Associate Director of Client Success

Department: Client Success

Employment Type: Full Time

Location: Minneapolis, MN

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.

Associate 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.

A successful Associate Director of Client Success asks great questions, listens for what the client needs (even when they don't ask), adopts the client business as if it were their own and effectively positions the team for success. This role requires a strong business acumen and an ability to anticipate and proactively solve challenges while remaining composed, assured, and effective under pressure.

This role reports to the Director of Client Success.

Key Responsibilities

The Associate Director of Client Success is a key leader on client business and is responsible for managing key portfolio accounts, motivating our teams, and driving the agency toward growth. This role is dedicated to helping us exceed client expectations while fueling our teams to do their best work. This person must possess a high level of polish and professionalism and a penchant for solving problems. This is an amazing opportunity to truly make a significant impact on the work, those who work with you and to build the agency's overall reputation and bottom line.

At The Social Lights, our Associate Directors of Client Success are a working member of the team, actively contributing to the strategic thinking and work output in addition to leading the team and developing key client relationships. Success in this role requires self-accountability, a drive towards exceptional work and the desire to help grow the agency.

This role leads day-to-day business of the accounts they oversees, maximizing the given opportunities and builds engaged and optimistic client partnerships and teams. This role is responsible for account health + growth, team health, and overall work quality.

Account Leadership

• Retain and grow current clients under their assigned account portfolio
• Build impenetrable bond with day-to-day brand/marketing leaders and actively works to build reputation with senior leadership. Consults on their business and identifies new opportunities for us to support them in reaching their ambitions.
• Motivates and inspires the team to do their best work • Leads the team in building and engaging persuasive moments, meetings, conversations and presentations
• Demonstrate presentation prowess by presenting ideas in a compelling and inspiring manner. Helps internal and external partners understand the value The Social Lights offers. Has the ability to own a room, tell compelling stories, and offer creative solutions to partners.

Account Health

• Manage the financial health of key account assignments guiding us toward operational excellence
• Participate in the sales renewal process for assigned accounts in partnership with the Director of Client Success, outlining key partnership opportunities and driving the account strategy

Agency Thought Leadership

• Helps us build a reputation as a sought after social media solution
• Instill an agency-wide culture of curiosity, productivity and proactivity particularly related to content/engagement trends and innovations
• Promote and encourage a positive workplace culture dedicated to serving clients first and delivering a high standard of work on their behalf

People Management

• Lead and grown 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
• Actively participate in account growth needs from a personnel POV, contribute to hiring process
• Assist in on-boarding new team members

Competencies and Requirements

• Bachelor's Degree in Advertising, Journalism, Public Relations, Marketing or relevant field of study
• 8+ years of experience with 4+ specifically dedicated in a social media role and 4+ years of experience in client-facing role
• Able to effectively build trust and be seen as an account leader with day-to-day and sometimes senior-level clients
• Strong time management, organization, and prioritization skills to balance multiple clients and accounts
• Able to maintain confidentiality with business relations, personnel matters and proprietary matters
• Effective presentation skills
• Proficiency in the Google Suite: Docs, Slides, Sheets
• Proficient in Keynote and Powerpoint
• Proficient in the Adobe Suite
• Ideally proficient in Hubspot

Benefits

• Medical, Dental + Vision Insurance
• Health Savings Accounts (HSA) + company match
• 401K Retirement + company match
• Short-term, Long-term disability, and Life Insurance
• PTO
• Summer Hours and Flexible Work
• Technology Enablement
• Pet-Friendly Office