Vice President Of Client Services - Digital Marketing

We are Community Boost, the premiere digital marketing agency for social impact and nonprofit organizations. For over a decade, we have successfully navigated the ever changing digital landscape for some of the world’s most important organizations like charity:water, Cancer Research Institute, Kiva and Save the Children. We take this responsibility seriously which is why we are constantly seeking world class talent to join our team. 

Community Boost is seeking a Vice President of Client Services, who will lead the client services division, ensuring that Community Boost delivers exceptional value, results and happiness to over 400 nonprofit partners a year. You will set and lead the strategic direction for our client service team, ensuring that the company profitably fosters long-term relationships, and drives client satisfaction and retention. Your leadership will play a crucial role in scaling Community Boost's impact, achieving our growth and goals, and enhancing profitability while delivering unparalleled results for our purpose driven clients. This role will report directly to the CEO.

What you will do:

• Strategic Leadership:
• Lead the client services division by setting clear goals and fostering a culture of excellence and accountability.
• Support Directors in developing and implementing client service goals and strategies aligned with Community Boost’s overall objectives.
• Lead by example by inspiring, motivating, recognizing, and coaching direct reports and team through living Community Boost’s values.
• Effectively and Efficiently Deliver Results for Customers and Company:
• Oversee the development and execution of a tremendous customer experience that delivers comprehensive and effective marketing campaigns for clients.
• Constantly lead Client Service to optimize and implement scalable strategies and systems to improve efficiency and profitability - while never sacrificing quality and customer experience.
• Manage discovery, standardization, best practices, and deployment of core operations
• Setup and monitor automated systems to instrument, gather, analyze data and intelligence about the happiness, engagement, results and feedback of Community Boost’s customers.
• Oversee the timely and accurate delivery of client projects, ensuring a high level of quality.
• Streamline processes to improve efficiency, client satisfaction, and team productivity.
• Management of central documents and SOPs
• Monitor account profitability and work towards achieving and surpassing revenue targets.
• Develop and manage the client services budget, ensuring cost-effective delivery of services.
• Set guidelines for teams including but not limited to revenue forecasts, billing reporting, invoice management, hours tracking/utilization reporting, buy authorizations and client specific financial reporting needs
• Lean into one’s experience to coach teams, as well as, directly support any and all new business, upsell and cross-sell opportunities.
• Partner with internal stakeholders to continuously optimize cross-agency processes, synergies, and platforms, ensuring stakeholder buy-in and compliance to support opportunities to enhance productivity and improve efficiencies
• Team Development & Management:
• Recruit, mentor and retain top talent, ensuring continuous professional development.
• Foster collaboration across the team to enhance and maximize creativity, performance and overLead by example by inspiring, motivating, recognizing, and coaching direct reports and team through living Community Boost’s values.
• Maximize team impact by delivering incredible mentorship for direct reports and elevate team leadership skills through intensive coaching and development plans.
• Conduct skip level meetings to mentor and develop your function’s talent and understand the pulse on the overall function and client relationships
• Digital Marketing for Nonprofits Thought Leader:
• Stay current with industry trends, nonprofit sector changes, and emerging digital marketing tools.
• Drive innovation by introducing cutting-edge strategies and technologies into client campaigns via team.
• Willingness to travel, speak and represent Community Boost at industry events.

What you bring:

• 5+ years minimum in digital marketing agency leadership position
• 15+ years of experience in client services and account management for digital agencies, or a related field in the marketing industry.
• Proven experience in helping lead and profitably scale a digital agency to over 100 people with clear accountability to evolve the business to become a more operationally functional team, ready for the future
• Ability to understand business pain points from nonprofit sector C-Level stakeholders – and develop a strategy to address the issues through application of improved operational process, people and/ or technology
• Proven leadership experience with proven  success in building high-performing teams.
• Deep knowledge and passion for digital marketing and advertising.
• Purpose-driven leader that cares deeply about the nonprofit sector.
• Exceptional communication and interpersonal skills.
• Strategic thinker with strong analytical and problem-solving abilities.

What we provide:

• Starting salary band: $175,000 to $225,000 (total with combination of base + target driven OTE)
• Remote first culture - freedom to work from anywhere
• Unlimited PTO - talk about work/life balance
• Macbook Air - latest tech so you are equipped
• Tax-free remote stipend for FTE’s - help with expenses
• Of course the usual FTE package - health, dental, vision, life insurance; STD/LTD, 401K with employer match

Our Interview Process

• First round screening - 45 minutes with Director of People & Talent
• Hiring manager interview - 60 minutes with CEO
• CS Leadership + Team Panel Interview - 60 minutes with CS leadership
• Reference check
• Hiring assessment
• In person strategy meeting - with CEO