Director of Client Services

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August 15

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Jumpfactor Marketing

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B2B • eCommerce • Marketing

Jumpfactor Marketing is a specialized digital marketing agency focused on providing comprehensive marketing solutions for Managed Service Providers (MSPs) and channel firms. They offer a variety of services including SEO, PPC management, content marketing, and lead generation, all tailored to the unique needs of the MSP industry. Jumpfactor aims to drive growth and maximize ROI for its clients by utilizing advanced digital marketing strategies and industry-specific expertise.

51 - 200 employees

Founded 2009

🤝 B2B

🛍️ eCommerce

📋 Description

• Client Relationship & NPS Oversee and optimize the client relationship approach executed by Account Managers • Guide and support Account Managers to build and maintain strong client relationships • Ensure the team maintains a portfolio NPS target score • Set & achieve targets for capturing client testimonials annually and review progress • Analyze client feedback trends at a portfolio level and direct continuous improvement • Ensure escalations are handled promptly to protect and enhance client loyalty • Guide AMs to resolve client concerns quickly, escalating strategically when needed • Account Retention & Growth Own the client churn and retention strategy, maintaining quarterly churn below target • Set and monitor account MRR growth, and churn targets per quarter per AM • Lead the development and enforcement of structured upsell, cross-sell, and renewal processes • Train and coach Account Managers to boost revenue and retention • Collaborate with leadership on strategic account planning and portfolio growth initiatives • Ensure new client referral rates meet established targets consistently • Campaign ROI Define and oversee ROI targets for campaign performance to meet client objectives • Ensure CPL and MCAC remain within target goals for each client • Regularly review campaign effectiveness metrics to guide strategy adjustments • Client Support & Product Adoption Ensure client support meets ticket resolution and response time targets • Collaborate cross-functionally to resolve client issues and improve support experience • Address escalated client complaints and ensure root cause resolution • Drive AM accountability for client adoption of community, coaching, courses, RTB follow-ups, and content • Drive accountability through AM team to ensure proper client adoption rates of training, and tools; to ensure max value is obtained for clients, and retention for company • Monitor product adoption KPIs and take strategic action to increase client usage • Team Management & Effectiveness Drive systems and process adherence across account managers. Set and drive cadences for data, coaching and reporting daily • Oversee team productivity metrics: activity scores, deal accuracy, and data integrity. • Provide 1-1 and group coaching daily to ensure high performance and efficiency. • Own culture and engagement of direct reports, aiming for a strong team eNPS. • Foster strong alignment with company values to promote accountability and retention.

🎯 Requirements

• Min. 8+ years experience w/ 4+ years hands on account management (must have) • Min. 4 years recent management of team sizes of 7+ direct reports (must have) • Proven history of achieving clear KPIs and revenue targets via upsells, and churn management, for at least 4 years • Demonstrated experience in developing Account managers to high levels of performance based on clear KPIs and targets • Have experience in building a high performance team that has scale with tangible KPIs and growth in an 8-9 figure revenue environment. • Well versed in SEO, inbound marketing , content, social, & web development, email automation, paid media, design • You “love” people management and consider it a passion • Must be extremely organized, detail oriented, disciplined & resourceful • Proven experience in team member coaching & performance management • Highly systems focused with experience in developing SOPs & KPIs • Exceptionally strong in client relationship skills and account / sales strategy • Familiarity with Traction EOS or Rockefeller habits is a major asset • Experienced in an Agency environment is a major plus

🏖️ Benefits

• Very competitive compensation package. • 100% Remote work. • You will work with a very skilled international team. • Endless growth opportunities and career advancement. • Performance-based bonuses that recognize your impact. • Access to paid training, courses, events, and conferences. • Enjoy paid social events that foster team camaraderie. • Engage in weekly learning programs to stay ahead. • Harness state-of-the-art technologies and tools for excellence.