A digital service firm is seeking a Head of Client Services to lead client relationships and project delivery for its digital agency portfolio. This role owns senior-level client accounts and manages the project management team, with a defined path to Director tied to demonstrated new business contribution.
CORE RESPONSIBILITIES
Client Relationships & Team Leadership
- Own senior-level client relationships across the portfolio, driving satisfaction, retention, and account growth
- Lead the project management team: one-on-ones, performance reviews, development planning
- Serve as escalation point for complex client issues
Project & Portfolio Oversight
- Oversee enterprise digital implementation projects, on time and on budget, using agile and waterfall as appropriate
- Set and manage client expectations, revising work plans as scope changes
- Coordinate with design and SEO leads on account-level delivery (dotted-line coordination, not direct people management)
Business Development, Support Track
- Support Sales on proposals and SOWs for existing-account expansion
- Participate in pre-sales conversations when client relationship context is useful
- Full new-client sourcing ownership and associated commission structure becomes available at Director level, once BD milestones are met
REQUIRED EXPERIENCE
- 7+ years in client services, project management, or account management leadership, preferably in a digital agency or professional services environment
- Demonstrated experience managing project managers or similar client-facing teams
- Experience managing enterprise-level website implementation projects
- Strong communication, presentation, and negotiation skills
NICE TO HAVE
- Experience with billing operations or financial reporting (this function reports to Finance/Ops, not this role, but familiarity is a plus for cross-team coordination)
- Familiarity with CMS platforms (Drupal or similar), e-commerce frameworks (Shopify, Shopware), or PHP frameworks (Symfony). Training provided.
- Experience with Jira/Tempo, invoicing tools, or Google Analytics
- Prior direct experience sourcing new business
Remote, Monday through Friday. Occasional travel for client meetings or company events.