Director of Client Services

Company Description

McFadyen Digital is a leading global ecommerce advisor and implementor.  During our 37 years in business, we’ve digitally enabled over 300 enterprise clients, including 10% of the Fortune 500. We deliver digital commerce, marketplace, and user experience services from our offices in North America, South America, Europe, and India. Across all practices, we help our clients reach their goals by ensuring that technology is implemented strategically and adopted in a way that meets their business objectives.  For many years we have been certified as a “Great Place to Work” which is attributed to our great team of several hundred employees. 

Learn more at: www.mcfadyen.com 

Job Description

As the Director of Client Services, you will be the strategic liaison for our clients and McFadyen Digital. You will promote creatively thoughtful work, be a true partner to clients, demonstrate experience with the brand and category (specifically, a client focused on innovation and creative marketing technologies). You have experience navigating a global, integrated account leadership team and have worked with global brands in the past. This position requires a strategic thinker with a deep understanding of customer engagement, growth, marketing, brand development, and building outstanding results for our clients.  

With a minimum of 15-20 years of leadership experience, you will bring a wealth of knowledge and expertise to shape and execute our client partnership vision and influence revenue. Your leadership will be instrumental in building accounts where we have a deep rapport and bonded relationships that are long-standing and productive.  The ideal candidate will be a strategic thinker with excellent leadership skills and an ability to collaborate closely with the senior executive team and cross-functional stakeholders to achieve our company's goals.  

Travel Requirement:  25% to 50% travel may be required

Top 5 Responsibilities:  

1. Generate profitable revenue for the company.
2. Develop and execute the company's Client Service Program in alignment with business goals and objectives. 
3. Become a valued contributor and resource to the client by learning their business, providing relevant advice and value. 
4. Learn client organizations and identify where spend and budgets are within the account; then identify, pursue, engage and grow new sponsor relationships to continually grow accounts year over year. 
5. Collaborate with delivery team on developing new offerings in line with clients’ needs 

Other Responsibilities: 

• Serve as the primary point of contact for client account matters with internal and external stakeholders. 
• Manage all contracting processes for new SOW’s, renewals, and change orders. 
• Support and help optimize our marketing team’s efforts to provide relevant and consistent content that adds value to our new and existing clients. 
• Coordinate and drive sales effort with internal teams for existing account sales.
• Adhere to sales processes and document notes and progress in CRM 
• Keep abreast of industry best practices and trends. 
• Continuously improve through coaching and self-feedback.  
• Foster a community amongst accounts to learn from one another, including brokering conversations between accounts.

Qualifications

• Bachelor's degree in business, marketing, or a related field. 
• Demonstrated ability to drive revenue growth. 
• Excellent leadership, communication, and interpersonal skills 
• Ability to be both strategic and tactical; see the forest and the trees, and what’s beyond 
• Possess innovative, creative, and entrepreneurial mindset. 
• Strong time management, organizational skills, attention to detail, communication and interpersonal skills are required. 
• Proven ability to effectively interact with and forge relationships with employees, customers and partners at all levels of the organization and in the market 
• Must be a team player, able to meet strict deadlines, work with minimal supervision, but be accountable for results 
• Experience working in a fast paced, ever-changing environment. 
• Experience working with eCommerce or Marketplace platforms like Oracle Commerce / ATG / Endeca, Magento Commerce, Salesforce Commerce Cloud / DemandWare, SAP Hybris, IBM WebSphere Commerce, Mirakl, Channel Advisor etc. a must 
• Experience working with related technologies such as PIM, CPQ, CMS, Search and Navigation, Headless Technologies, BI Platforms, ERP, Call Center, OMS etc a big plus. 
• Experience working with digital marketing technology / marketing automation tools like Oracle Eloqua, Responsys, BlueKai, Maxymiser, Marketo, Hubspot, Pardot, ExactTarget, DotMailer, Mailchimp, etc. and related services a plus. 
• Experience representing marketing agency services including content marketing, email marketing, conversion funnel optimization, search engine optimization, design services, production services, web design and production, and other services are a plus. 
• Experience with large systems integrators / consultancies / agencies a plus: Accenture, Deloitte, Publicis Sapient, PwC, EY, KPMG, Infosys, Cognizant, TCS, Wipro, IBM, HCL, KPS, CGI, DMI, EPAM, BORN, Gorilla, LiveArea, OSF Digital, Omnicom, WPP, DCX, Atos, ThoughtWorks, dentsu, Merkle, AKQA, Atos, Astound, MindCurv, MindTree, Perficient, Acumen Solutions, Bounteous, MRM, Valtech, Mastek, Tech Mahindra, Wunderman Thompson, Capgemini, McKinsey, BCG, Kearney, Roland Berger, or Bain. 
• Highly skilled in MS Office (PPT, Word, and Excel) 

Benefits 

• Competitive salary. 
• Medical and Life Insurance 
• Short and Long-Term Disability. 
• Generous 401K plan after three months of employment. 
• Paid Time Off and Sick Leave. 
• Flexible work schedule and remote working option. 

Additional Information

What we can offer you

• A career with thought leaders who literally wrote the book on Marketplace Best Practices.
• A career in the fast-paced world of retail eCommerce, digital marketplaces and platform businesses.
• A career with first movers who are deploying new business models and strategies worldwide.
• A career in a flat management structure without a rigid hierarchy and bureaucracy.
• A career in a culture that rewards creativity and innovation, risk-taking and teamwork.

Your Core Values: Client Focus, Owning the Outcome, Adaptable, Caring 

Keywords:  Client Manager, Customer Success, Client Relations

McFadyen’s goal is to ensure that our clients are able to maximize the return on their technology investment by providing better service to their clients, partners and internal teams. At McFadyen we truly believe our employees are our most valuable asset. Across our locations in the US, Brazil, and India, we offer a world class work culture that enables top notch delivery for some of the world’s most influential companies.   

McFadyen Digital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under federal, state, or local law, where applicable.