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EVP OF CLIENT SERVICES

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JOB DESCRIPTION
Digital Factory is a leading technology company specializing in Micro Fencing technology. We are committed to delivering cutting-edge solutions and unparalleled customer experiences to our clients worldwide. We are seeking a dynamic and results-driven Vice President of Client Service to lead our client services department. The VP of Client Services will be responsible for overseeing all aspects of client relationships, ensuring client satisfaction, and driving revenue growth through the delivery of exceptional service and support. **This position is offered on an equity-only basis, with no salary**.

Department: Executive
Reports to: Lawrence Griffith,
Location: Chicago, Illinois

WHO WE ARE

Our team's digital inventiveness and mobile location expertise creates brand stories that produce results. We are seasoned professionals who have worked in marketing, technology, mobile, and beyond. Our skills include Micro-fencing, mobile strategy, data analytics, and more.

THIS POSITION WILL ENTAIL:

  • Develop and implement client services strategies to enhance client satisfaction and drive retention.

  • Build and maintain strong relationships with key clients, serving as the primary point of contact for strategic discussions and escalations.

  • Lead, mentor, and develop a high-performing client services team, fostering a culture of excellence, collaboration, and continuous improvement.

  • Collaborate with cross-functional teams, including sales, product development, and marketing, to align client services initiatives with company objectives.

  • Define and monitor key performance indicators (KPIs) to measure the effectiveness of client services efforts and identify areas for improvement.

  • Analyze client feedback and trends to identify opportunities for service enhancements and new product offerings.

  • Partner with the sales team to identify upsell and cross-sell opportunities within existing client accounts.

  • Develop and manage the client services budget, ensuring efficient resource allocation and cost-effective service delivery.

  • Other duties as assigned.

DESIRED SKILLS QUALIFICATIONS:

  • Proven track record of at least 8-10 years of experience in client services, account management, or a related field, with a minimum of 5 years in a leadership role.

  • Deep understanding of the technology industry and the unique challenges and opportunities associated with client services in a tech company.

  • Strong leadership and management skills, with the ability to inspire and motivate teams to achieve their goals.

  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders.

  • Strategic thinker with the ability to develop and execute client service strategies that drive business results.

  • Demonstrated ability to analyze data, identify trends, and make data-driven decisions.

  • Proven ability to manage multiple priorities in a fast-paced environment and meet tight deadlines.

REQUIRED EDUCATION AND WORK EXPERIENCE:

  • Bachelor’s degree in business administration, marketing, or a related field. MBA preferred.

PREFERRED QUALIFICATIONS:

  • Experience working with enterprise-level clients in the technology sector.

  • Experience with customer relationship management (CRM) software, such as Salesforce or HubSpot.

  • Experience implementing client feedback mechanisms and driving continuous improvement initiatives.

  • Strong negotiation skills with the ability to resolve conflicts and address client concerns effectively.

  • Experience working in a global or multi-cultural environment, managing clients across different regions.

  • Knowledge of industry best practices and emerging trends in client services and customer experience.

  • Proven ability to drive revenue growth through upselling, cross-selling, and contract renewals.

Certification (Preferred):

  • CCXP

  • PMP

 

Digital Factory is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.



Digital Factory is an Equal Opportunity Employer

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