Director of Client Services - Content Solutions

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Director of Client Services - Content Solutions
Located in Santa Monica, CA
The Director of Client Services will work on the Content Solutions Team, which provides original content solutions to brands and publishers.
In this role, you will be responsible for leading and developing a team of account managers, who provide proactive relationship management, while driving profitable growth and retention of our partners. You will serve as the main point of contact for client services division and be responsible for the successful execution of projects as well as ongoing management, client communication, optimization and reporting.
The ideal person will be an outside-the-box thinker, who will develop and enhance processes, while maintaining excellent client service to partners. This person must be able to work across sales and business development, operations, finance, and content production (text, visuals & video) to understand how our products and services can best match up to the needs of our partners. Sensitivity to customer issues, timeliness, and ability to manage the expectations of both internal and external account holders is essential to this role.
This position requires strong leadership skills, a sharp attention to detail, superior client service skills, and impeccable professionalism. A deep understanding of content marketing is important and will enable you to act as a trusted advisor to our partners.
Responsibilities:
Work with a driven and highly motivated team to support content production and delivery to third-party customers
Work with all internal departments (operations, finance, web development, project management, content production (including text, video, custom photography, infographics, slideshows) on the development, production, and delivery of content
Organize and lead product and editorial team timelines and priorities discussions
Organize and lead kick-off calls with clients and internal teams to understand partner capabilities and prioritize deliverables
Work with the Account Managers to executes day-to-day production tasks
Interact with clients and sales on a regular basis to provide updates on partner performance
Manage project calendar, trafficking assets and client approval process as needed
Build and maintain best practices (both general and proprietary to DM insights) and thought leadership around client services.
Interface with clients pre- and post-sale as needed.
Participate in ongoing tests to gauge content effectiveness.
Work with owners of particular content to revise and measure particular content and marketing goals.
Identify up-sell and cross-sell opportunities
Manage weekly meetings and weekly/monthly/quarterly reporting to each customer
Update, create, customize and distribute numerous client experience enhancing pieces of documentation.
Organize and lead project review calls with clients and internal teams to understand partner feedback, recommend changes and look for new content opportunities
Own quarterly unit and revenue objectives
Track production costs, revenue & delivery; compile reports for finance & accounting
Position performance and engagement metrics to achieve renewal and/or expansion goals
Internal reporting of partner status/performance/plans
Accountable for meeting/exceeding client needs, issues management and resolution, and escalation
Requirements:
5 Years of online experience in client service and account management with Fortune 500 clients.
3 Years of experience managing a team.
Proven experience working with content at an agency, top brand or publisher.
Strong leadership, a sharp attention to detail, superior client service skills and impeccable professionalism a must.
Experience with start-to-finish process creation and improvement.
Ability to work on deadline within constraints, while maintaining consistency Ability to lead and inspire teams to meet goals.
Ability to work on deadline within constraints, while maintaining consistency.
Excellent oral and written communication skills and demonstrated ability to work with broad range of internal and external clients.
Familiarity with partner expectation management, project management, online monetization, website development and marketing.
Ability to analyze and discuss online partner content success and failure metrics/results with partners.
Experience creating professional, informative partner/client documentation.
Experience defining product requirements, creating project timelines, prioritization of features, and communication internally and externally.
Strong computer skills especially in Excel, Power Point, Word and Project required.
Familiarity with Google Analytics, Omniture, or other web analytics solution
Our Content Solutions Business ranges from comprehensive content strategy and the creation of original content (articles, videos, original photography, micro-content, social content, infographics, etc.) to the development of custom, fully managed web experiences and distribution through a preferred network.

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