Overview

As a Client Services Director, you lead large complex accounts and/or anchor accounts (revenue drivers for Redscout) and are an expert at fostering client relationships. You are a true partner for our clients, a thoughtful mentor to the Client Services team, and an advocate for our business.

Always with one eye beyond the immediate project, your goal is to build and extend senior client relationships through the work. You balance client and business objectives to create meaningful impact for all. You understand what good looks like and you push the work to uphold the quality we strive for.

Responsibilities

You are responsible for:

Account Management

• Leads large scale brand and business transformation projects across anchor accounts
• Manages day-to-day client relationships on accounts
• Oversees Senior CS Managers and CS Managers to ensure projects are being managed thoughtfully and work is delivered to brief, timeline, and budget
• Confidently navigates and guides teams through project pivots and potential roadblocks
• Builds the right internal team (and adjusts as needed) to meet client needs
• Is an active voice and leadership presence in client meetings
• Is a long-term planning partner to day-to-day clients, understanding their priorities and engaging with them to set us up for growth
• Is able to "read between the lines" on feedback to find the best or most direct solutions to problems
• Invites feedback from the client and team, looking to continuously optimize and strengthen the work and relationship
• Elevates work quality on accounts

Client Relationship Building & Growth

• Actively seeks out relationships with director-level clients, and is accountable for building trusting and enduring relationships with them
• Grows relationships across Redscout’s offering (cross and up selling)
• Develops organic plans for key accounts
• Confidently lands and converts new work autonomously
• Mentors junior team members on relationship building tools and tactics

Contract Management & Risk Mitigation

• Works with PM to mitigate scope and budget risks in a timely manner
• Interprets legal contracts and has a strong understanding of how to leverage them
• Facilitates contract reviews / negotiations together with legal counsel
• Leads financial or scope negotiations with clients and procurement

Business Development

• Grows and converts organic opportunities on anchor accounts
• Writes complex project plans (multiple workstreams and stakeholder groups), executes accurate pricings to ensure we are delivering on the client ask and positioning ourselves to win
• Thinks outside of the box when it comes to creating new business opportunities with your accounts
• Leads new business pitches and pursuits, representing Client Services at Redscout with professionalism and poise

Collaboration & Leadership

• Spearheads internal initiatives that support Redscout’s business & culture
• Elevates the overall standard of the CS team, partnering with the Head of CS to share knowledge and best practices with the agency
• Empowers and mentors junior team members to deliver their best work and grow individually
• Demonstrates empathy when interacting with teams and navigating interpersonal dynamics
• Delegates work effectively
• Experiments with new formats, processes, tools, and ways of working
• Demonstrated ability to think critically – resulting in effective decision making, problem solving, and strong convictions

Communication & Presentation

• Is able to speak to strategy or design processes or deliverables
• Leads strategic business conversations with day-to-day clients
• Confidently presents content to C-Suite level clients and stakeholders
• Effectively conveys client needs to internal teams and ensures our work and process delivers on it
• Consistently presents their own work effectively and convincingly with internal teams and clients
• Comfortable with facilitation and consensus building

Qualifications

• Prior account management experience within a consultancy or agency setting
• Demonstrated success in expanding existing work and driving sales
• Familiarity with industry project management standards; PMP certification preferred
• Strong communication skills to articulate compelling points of view that drive positive outcomes
• Enthusiasm for cultivating cross-functional relationships and mentoring junior members of the Client Services team
• Fluent understanding of brand strategy / identity deliverables
• Ability to engage confidently with C-suite clients and stakeholders
• Bachelor’s degree or equivalent industry experience, with a minimum of 7 years in the field
• Additional certifications or training relevant to the role are a plus

About Us

At Redscout, we work with clients to define the future of their businesses and brands. We love diving into new categories, exploring the edges of culture, and working on problems that give us a window

into how people think, work, and live. Scouts (that's what we call each other) have high standards for quality and a strong sense of community. We value learning, diverse experiences, original perspectives, personal growth, and mutual support. We're also entrepreneurial. You won’t always have the perfect template to work from, but you will always have a team to turn to for advice, help, and guidance as you create solutions together.

Diversity Mission Statement

**All Scouts lead the charge for change.**

This collective responsibility to make Redscout a diverse, equitable and inclusive organization is essential to our well-being and success. We value the qualities that make our employees the individuals that they are, and always encourage Scouts to show up as their authentic selves.

Employee Value Prop

Great work should shape and support you.

We believe that great work should leave a positive mark, so we’ve built a place to help Scouts grow as professionals and people. We ensure that as your career takes shape you have the resources required to thrive in all facets of your life.