Client Success Enterprise Team. Language:
English, French is an asset. Location:
Ontario-based (Remote work option). Background. Agility PR Solutions provides powerful yet intuitive media outreach, monitoring, and measurement solutions for todays PR professionals and communicators. Since 2003, global clients have trusted our platform and services to help them discover journalists and influencers relevant to their business, connect with these contacts through impactful emails and press releases, monitor media coverage, and report on the results of their public relations efforts. Our innovative technology backed by deep expertise helps organizations achieve the business outcomes they need to flourish..
Agility has a rapid growth plan in place for and is recognized by software review site G2 Crowd as a top-tier PR services provider. Reviews on Glassdoor speak to the excellent experience candidates and employees have with Agility, and we take pride in the positive feedback that reflects our culture.. We are a team of global experts providing solutions and world-class support from our offices in the vibrant cities of Austin, USA; London, UK; Ottawa, Canada; and the Philippines.. Major Purpose. Agility serves global clients across all industries, and the private, government, and non-profit sectors. At Agility, you will be actively working with clients like Ford Motors, Importante empresa, Pandora, Importante empresa, Importante empresa, Habitat for Humanity, , Abbvie, Canadian Chamber of Commerce, Canada Post, Eurofighter, and several other companies ranging from Fortune 500 clients to small and medium companies.. Agility is seeking a passionate leader in the space of communications and public relations, who can bring their experience and expertise in communications to support and guide Agilitys clients. Our clients look to us to advise them on their media monitoring and analytics programs, and you will focus on how best to strategize media objectives for these initiatives. This role is a great opportunity to switch from working in front of the client to working side by side with clients on how their media outreach and pitches played out in the media, and to observe and share insights on how their media strategy is working.. Reporting to the Vice President, Global Services, the Director Client Success will lead a talented and experienced Enterprise client success team, made up of client success relationship managers and team managers in local and overseas offices, in effectively managing client expectations and deliverables towards the goal of increased retention and account growth. As a director, you are supported by a team of more than 50 analysts and managers handling a client base that loves our approach and enjoys working with our team.. You will also actively collaborate with a variety of departments to ensure a proper understanding of requirements, and manage internal and external communication as needed. The director will also closely work with the media insights group. This group manages part of the client deliverables to ensure quality reports are being created and delivered to clients in a timely manner.. Key Responsibilities. Client Retention and Account Growth. Maintain and exceed the high client retention rate Agility already enjoysimpact client retention positively through quality deliverables and value to the client. Understand and tap into current news, news cycles, client developments, and information requirements to mine for conversation opportunities on media objectives impacting account growth. Maintain and create positive upward trend for team KPIs on CSAT and NPS scores, as well as proactive initiatives. Understand the direction the PR/media industry is headed and what, who, and how to support clients in that direction. Oversee teams client activities at every step of the client lifecycleonboarding, plans, insight-driven post-mortems, development strategies, how Agility is contributing towards their media strategy and objectives, etc.. Coordinate and manage client projects from the information gathering phase, to job estimation, resource allocation and delivery, defining statements of work and timelines, and ensuring successful completion and client satisfaction. Develop long-term client relationships as a trusted counselor, thought leader, and escalation sourcework hands-on with clients as necessary to achieve a high level of client satisfaction. Work closely with the media insights group that deliver on clients media analytics and measurement programs, and ensure accurate, high-quality media analysis reports are delivered to clients on time, every time. Support the sales and account management teams with trials and service support. Track account activity and progress on Salesforce Service Cloud, and set workflows and reporting dashboards for insights into team and client account performance. Ensure client deliverables are in line with their contracts on both cost and client expectations. Team Management. Manage a global team of media analysts, client success relationship managers, and team managers. Create cost-effective processes and maintain profitability margins on each deliverable, as well as at the overall team operational level. Oversee the client success team's resources, ensuring that each team member meets their objectives and contributes to the team's strategic objectives. Guide team members on skills and knowledge development, training, and process improvements. Develop and monitor internal workflows to improve efficiency, while maintaining high-quality deliverables. Develop, document, and manage processes and policies to ensure highly efficient, effective, and consistent use of tools and talent. Hire staff and ensure they are properly mentored, trained, utilized, and motivated. Nurture the positive, collaborative team environment that exists within and Importante empresa various teams at Agility. Serve as liaison to sales, product management, engineering, publications & data research, and other departments with needs or dependencies on services (and vice versa) to share expertise, escalate, champion client perspectives, and resolve issues. Create effective quality control processes and implementation plans. Learn Agility and other supporting software and platforms used by the team to deliver to client media requirements, and to support and guide the team. Completed university degree/diploma, preferably in a related field (public relations, communications, journalism, marketing, digital marketing). Overall 10- years of relevant experience with at least 5 years in leadership role in the field of client management, managing teams (PR/marketing/digital agency experience is strongly preferred). Prior experience in agency (PR, marketing or digital) setting managing client deliverables, billings, and margins is a distinct advantage. Self-sufficient and self-motivated with the ability to independently manage major clients and brands. Proven leadership and mentoring skills. Excellent interpersonal skills and ability to collaborate effectively at all levels and functions. Demonstrated problem-solving skills. Demonstrated written, presentation, and verbal communication skills. Comfortable and efficient when working with tight deadlines and managing multiple competing priorities. Ability to work independently and come up with creative solutions to complex problems. Effective communication skills, including the ability to clearly and concisely express complex work and ideas in everyday language. Ability to provide a consultative customer service experience to clients via phone and email. Application Deadline:
Friday, October 29th . Agility PR Solutions welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.. To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.. Improve your chance to get this job.Do an online course on Management, Leadership and Business starting now.. ... looking for a DirectorofCustomerSuccess to develop and lead our CustomerSuccess department. In .... ... looking for a DirectorofCustomerSuccess to develop and lead our CustomerSuccess department. In .... ... DirectorofCustomerSuccess reports to the COO and is a strategic member of .... ... Customer Experience as measured through customer satisfaction net promoter score customersuccesscustomer .... ... to the Directorof Revenue ... of our business systems across the Client Success ... customer service. Our customers .... ... successof the project.P p The Incident Response Client Success ... will report to the Director Client Management Services. .... ... a key component in the successof the project. The CSM ... will report to the Director Client Management Services.Ppppbbr .... ... customersuccess metrics are met or exceeded for assigned list of ... in customer service or customersuccess roles. .... ... interfaces or custom work liliMaintaining ... successof the client& X2019s understanding andpotential for utilization of .... ... Client Success Team is responsible for executing every aspect of ... for future prospects. The successful applicant is a self .... ... a bbClient Success Specialist Montreal QCbpdiv As part of ... ability.Lili Outstanding customer service.Lili Proficiency .... ... of the pandemic. We are scaling fast and adding hundreds of new customers ... the sales and success aspects of the businessli .... ... of the pandemic. We are scaling fast and adding hundreds of new customers ... the sales and success aspects of the .... ... successes and failures. We fail together learn together but most of ... ppThe Client Success Advisor is a blend of project .... ... successes and failures. We fail together learn togeth...
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