Associate Director, Client Services
New
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SilverbackDigital marketing
Employees working across the continental United StatesFull-TimeDirector
Salary$120,000 - $160,000 a year
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Job Details
- Experience
- 7+ years of client services, account management, or client strategy experience, with at least 4 years at a digital or performance marketing agency.
- Required Skills
- Google AnalyticsAccount Management
Requirements
- Have 7+ years of experience in client services, account management, or client strategy.
- Have at least 4 years of experience at a digital or performance marketing agency.
- Have previous agency experience.
- Be comfortable interpreting metrics reported by Google Ads, Meta Ads, Google Analytics, and CRMs.
- Be able to triangulate data sources to understand marketing performance.
- Use deductive reasoning to investigate problems across data, client conversations, and team input.
- Communicate clearly and confidently in verbal and written form, including explaining complex performance to a CMO.
- Demonstrate big-picture thinking about campaign results, client revenue, portfolio health, and agency growth.
- Be comfortable making sound decisions with incomplete information and adjusting as circumstances evolve.
Responsibilities
- Understand clients' businesses and marketing performance, and develop cross-functional strategies aligned with business goals.
- Analyze paid media performance using Google Ads, Meta Ads, Google Analytics, and client CRM data.
- Investigate discrepancies between platform-reported conversions and CRM pipeline, and explain the findings to clients.
- Build client relationships through active listening and follow-through, and identify and mitigate churn risks.
- Own retention and revenue growth across the portfolio; identify upsell and cross-sell opportunities and partner with sales on expansions.
- Lead client crisis moments with steady, solutions-focused communication.
- Partner with delivery teams on rolling three-month plans that balance client performance goals with margin targets.
- Resolve off-track accounts through process changes, expectation resets, or rescopes.
- Identify process improvements that increase client value, eliminate waste, or make work easier for employees.
- Track marketing industry changes, advise clients on their implications, develop client wins into case studies, and contribute a weekly news insight and point of view.
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