VP of Client Services

Digible • Salaried • Remote • 6m ago

IMPORTANT: Please be aware that scammers may tr y to impersonate Digible by reaching out regarding job opportunities. All correspondence will come from the digible.com email domain, and w e will never ask you for bank account information, checks, or other sensitive information as part of our hiring process . If you are unsure, please email kelly@digible.com with questions.

Company Overview:

Privately owned and operated, Digible was founded in 2017 with a mission to bring sophisticated digital marketing solutions to the multifamily industry. We offer a comprehensive suite of digital services as well as a predictive analytics platform, Fiona, that is the first of its kind.

At Digible, Inc. we love to celebrate our diverse group of hardworking employees – and it shows. We pride ourselves on our collaborative, transparent, and authentic culture. These values are pervasive throughout every step of a Digible employee's journey. Starting with our interviews and continuing through our weekly All Hands Transparency Round-up, values are at the heart of working at Digible.

We value diversity and believe forming teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds and different industries to apply. Come join us and find out what the best work of your career could look like here at Digible.

Digible Core Values:

Authenticity - The commitment to be steadfast and genuine with our actions and communication toward everyone we touch.
Curiosity - The belief that a deep and fundamental curiosity (the "why") in our work is vital to company innovation and evolution.
Focus - The collective will to remain completely devoted and ultimately accountable to our deliverables.
Humility - The recognition and daily practice that "we" is always greater than "I".
Happiness - The decision to prioritize passion and love for what we do above everything else.

The Role:

Digible, Inc. is looking for a VP of Client Services to join our team!

Do you thrive on building high-performing teams and driving an exceptional client experience? Are you passionate about the multifamily space and the power of digital marketing to drive leases? If so, then this VP of Client Services role at Digible could be your perfect fit!

The VP of Client Services is responsible for overseeing all functions of the client services department including leading & managing the team, innovating and improving process & strategy, ensuring all clients receive a best-in class experience, therefore upholding our Digible Guarantee. The VP of Client Services will have strong managerial & leadership skills, experience rolling out new systems and processes across an org of 30+, as well as a background in both digital marketing & client support. This role reports directly to the CXO and works closely with the rest of Digible’s leadership team.

You’ll love this job if you:

Love building relationships, empowering a team, and inspiring others
Are extremely process oriented and outcome driven, can manage to numbers and hold the team accountable
Enjoy improving workflow & maximizing efficiency
Have experience thriving in a fast-paced agency environment
Enjoy data analysis and applying department trends to the macro company level
Anticipate growth needs and organize work and bandwidth across multiple individuals & departments
Are skilled at building business cases and advocating for department needs while keeping company objectives top of mind
Can ‘manage up’ & communicate effectively to the executive team
Are a team player and naturally think “we” instead of “I”, adopting a company first mindset
Have an insatiable appetite for learning and self-improvement and are striving to be the best version of yourself
Are naturally curious and lean into asking questions to see the bigger picture and different perspectives

What you’ll do:

Coach, develop & directly manage a team of 4-8, most of which have teams underneath them
Recruit, hire & train top talent
Own & manage to all dept KPIs (aka know your numbers):
- Revenue retention
- Email response time
- Deal size
- Accounts/FTE
- Close rate on new business
Own department & company ROCKs (quarterly initiatives)
Conduct meetings, foster collaboration, and communicate initiatives:
- Weekly 1-1s
- Weekly team meetings
- Monthly department meetings
- Quarterly rock planning meetings
- 90 day, 6 month, and annual reviews
Develop strong relationships with key clients by:
- Providing strategic recommendations to improve experience & performance
- Communicating vision & roadmap to inspire and excite
- Acting as point of escalation when needed
Travel for key client & industry events, fostering collaboration and in-person relationship building
Work collaboratively on new business development and own expansion revenue initiatives
Work closely with AdOps, Organic Media, Data & Analytics, Product, and Engineering departments on ensuring alignment and solving company problems
Maximize staffing efficiency & improve staffing formulas

How success will be measured

Revenue Retention of 98%+
Department efficiency metrics: Accounts/FTE goal of 86
CSAT scores above benchmarks of 80%
Close rate of 60% on new business
Department happiness scores above 7

You should have:

10+ years of experience in a client services or success leadership role within a marketing agency or similar environment.
Proven track record of success in building and managing high-performing teams.
Deep understanding of the multifamily marketing landscape and its unique challenges.
Strong digital marketing acumen, with a focus on SEO, PPC, social media marketing, and email marketing.
Excellent communication, presentation, and interpersonal skills.
Data-driven decision-making skills with the ability to translate insights into actionable strategies.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
The ability to learn quickly, a growth mindset, and a values-driven personality.

Pay, perks, and such: