Summary Role Description

The Director of Client Services is a management team-level position and a mission-critical team member whose successful efforts result in a continuous delivery of business outcomes and results for our clients. This in turn would drive high client retention rates and overall client satisfaction across clients receiving services from our company. This role works closely with practice leaders in the areas of creative, interactive and RevOps. Additionally, the role will report up to the COO and collaborate on managing and refining delivery of services and client experience.

Core Responsibilities:

The Director of Client Services is accountable for all aspects of the client experience, ensuring that it is “remarkable.” This role is solely focused on making sure our clients are happy, they are getting the agreed upon results, they are renewing, referring, reviewing, and acting as references for our company.

• Leverage experience and analytics to review client performance and support Growth Strategists with suggestions and recommendations on ways to drive business results for our clients.
• Create systems that proactively identify client programs that are at risk for underperformance and then engage with the team to recommend upgrades, updates or changes to deal with underperformance before it becomes a client retention issue.
• Monitor and evolve delivery of client programs to ensure we are servicing clients profitably.
• Work with Strategists and Consultants in building strong agency/client partnerships. Find ways to add additional value and further grow our engagements with clients.  
• Collaborate with other practice leads and department directors to ensure team structure and alignment is conducive to delivering great work efficiently, effectively, and profitably.
• Work closely with the Revenue Department by supporting their efforts to give prospects program recommendations, set goals, define success, and provide pricing.
• Work with the traffic function to prioritize projects and client work across the entire agency.
• Mentor direct reports on client service, account management, marketing strategy and execution, and growth of accounts.
• Stay abreast of leading-edge developments in the marketing and sales environment,relay that information to the client services team and promote ongoing learning and development.
• Actively build relationships with senior executives within our clients’ organizations.
• Run the client advocacy program - rhythmically check in with clients on their satisfaction level with services provided and overall experience.
• Collaborate with other practice leaders to align opportunities and cross-sell as needed with Technology and Sales.
• Provide career mapping for direct reports.
• Provide strategic recommendations to the executive team regarding account growth, opportunity, and team development.
• Support colleagues/functional leaders in their efforts to instill cultural imperatives and core values across the teams.

Accountabilities:

An overall goal of a score of 8 out of 10 and 100% client participation in our tracking of client satisfaction is how we’ll measure this team member’s effectiveness.

• Improved rate of renewals with existing clients
• Increased cross-sell and revenue generated from current clients
• Maintain a high Client Satisfaction Score
• Maintain retention level of team members within the client services team
• Increase of clients willing to be a reference
• Collaborate with the other Directors and Practice Leaders to improve our ability to deliver and service clients so that we drive results and business outcomes
• Recommend enhancements to process and delivery of tactics

Underpinnings of Success:

To be successful in this role, the Director of Client Services will be capable of executing on the following expectations.

• Ability to evaluate marketing and sales enablement program performance, provide recommendations or adjustments to improve performance, and optimize results.
• Extensive experience using tools like HubSpot, Salesforce, Marketo, Google Analytics, or other platforms to base your recommendations on data, analytics, and facts instead of opinions or assumptions.
• Experience with a wide range of martech and sales tech offerings to help clients assess, recommend, and plan their implementation, usage and optimization of these tools.
• Extensive experience managing the dynamics of a professional services organization, with particular emphasis against those encompassing combinations of creative-strategic individuals
• Thorough knowledge of general business,and, more specifically, marketing principles, evolving marketing tactics, performance measurement, and analysis.
• Thorough knowledge and experience aligning marketing and sales and providing clients and prospects with recommendations, advice, and guidance around sales improvements.
• Experience building/managing senior-level relationships.
• Dedication to client advocacy.
• Strength in strategy development and implementation.
• Experience in change management initiatives.
• Passionate about helping business leaders, marketing professionals and sales execs.
• Collaborative, team player.
• Strong interpersonal skills.
• Excellent communicator, both in written and verbal channels.
• Highly organized, strong manager of time and workflow.

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Summary Role Description

Square 2, a leading digital growth agency, seeks an experienced copywriter to create engaging, compelling messages for a wide variety of target audiences. This is a contract position for a senior copywriter skilled at crafting both long- and short-form content for distribution across a variety of channels.

Our agency is home to a family of sharp, experienced team members who inspire each other to continually drive greater success. As copywriter, you’ll work with strategists, editors, graphic designers and web developers on projects spanning a wide array of client work. You must be comfortable working in a fast-paced environment and writing clean copy on deadline.

While our main office is in the Philadelphia area, our team is distributed across the country. Remote candidates are encouraged to apply for this position.

Core Responsibilities

• Write clear and compelling marketing content for a wide range of clients, with a focus on B2B clients
• Create grammatically clean long-form copy as well as effective headlines, taglines, calls-to-action, blog posts, etc.
• Write in multiple styles and for multiple formats as required by client style and prospect personas
• Collaborate with the creative director, editors and client service team to ensure creative concepts, tactics and copy are in line with client style, voice and messaging
• Complete execution of all copywriting efforts to ensure delivery of client materials on strategy, on budget and on schedule
• Adhere to Square 2’s standards of creative quality and excellence

Underpinnings of Success

• Knowledge of marketing principles and best practices
• 3+ years of experience as a marketing copywriter with B2B experience; agency experience a plus
• Experience interfacing successfully with clients
• Ability to write clear and engaging marketing content for clients in a variety of industries in an agile and collaborative environment
• Ability to take constructive criticism and to seek out/act upon feedback
• Ability to turn around tasks very quickly while maintaining a high standard of work
• Strong interpersonal skills
• Strong manager of time and workflow

To be considered for the copywriter position, all candidates must provide a current resume, professional portfolio and desired rate. Your portfolio must include B2B work and longer-form copy examples (webpage copy, blogs, tip guides, whitepapers, etc.).

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Summary Role Description

The demand generation strategist works with clients to counsel, coach and advise them on remarkable marketing strategies that grow their businesses. Our clients need to get the right advice from us, and our growth strategists need to be able to deliver it — straightforward, bold and direct. That’s what we get paid for.

Specifically, this position is responsible for giving our clients a truly remarkable marketing experience from start to finish. This might mean suggesting a deeper dive with our analytics team, offering an unsolicited recommendation or talking clients through the whys behind their marketing tactics in clear, easily understandable terms. The strategist’s job is to guide clients as their marketing trainer on the implementation of their complete marketing program.

The key to being successful in this position is juggling a variety of tasks to ensure the marketing tactics deliver the expected results. Our clients pay us for our opinion; Square 2 strategists need to be confident and comfortable giving their expert perspectives, even if it makes clients uncomfortable occasionally. Our job then shifts into helping them work through the change so their company shines and their marketing drives long-term, sustainable growth.

Core Responsibilities

• Create the overall marketing strategy for your clients and oversee the implementation of that marketing program on a day-to-day basis
• Provide well-articulated expertise/guidance on digital marketing, including demand generation, paid media, inbound and ABM
• Develop lead scoring and lead management strategies, and oversee implementation
• Manage multiple clients
• Lead the creation of messaging strategy for clients through team member collaboration
• Establish strong, collaborative client relationships
• Lead new client kick-off meetings in conjunction with our team
• Guide agile-based planning with clients in 90-day and 30-day cycles based on client business goals/objectives and data from campaigns
• Work with prospective clients to recommend strategy and tactics for new engagements with our firm
• Work with the creative team to ensure your clients’ messaging is delivered in consistently innovative and engaging ways

Accountabilities

• Strategic — develop marketing strategies (knowledge of the digital space a must, knowledge of the traditional space a plus)
• Leadership — be a team player who knows how to coach/mentor, provide guidance to a larger team and be an effective collaborator
• Analytical — feel comfortable living in the data, analyzing the data and using key takeaways to guide strategy on an ongoing basis
• Relationships — skilled at developing client relationships/partnerships, as well as team member relationships

Underpinnings Of Success

• At least 8 to 10 years of marketing experience developing strategic marketing plans and tactical marketing programs for a variety of different industries
• Proven track record of developing marketing programs that have contributed to increased revenue, new customer acquisition and customer retention
• At least five years in an account management or client-facing role with an agency, consulting firm or internal agency
• An understanding of digital marketing and experience working with HubSpot, Marketo, Salesforce and other marketing/sales technologies is preferred
• A student of marketing with a passion for continually learning new ways to practice your craft
• Excellent written communication, verbal communication and presentation skills
• Capable of delivering “no-fluff” communication both to team members and clients in a professional/productive manner
• Strong understanding of how to prioritize strategies/tactics to achieve results for clients within budget
• Ability to work in cross-functional teams, meet deadlines and exceed expectations
• Out-of-the-box thinker
• Entrepreneurial spirit
• Open to learning and professional growth
• Comfortable with change
• Undergraduate degree; MBA preferred

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