Director of Client Services

Director Client Services

As the Director of Client Services at Quirk, you own the two pillars of our client relationships: Operational Health (account growth, scoping, and profitability) and Experience Excellence (client retention and satisfaction).

In a small agency environment, this is a vital role that spans both managing and doing. You will actively ensure our clients’ brands stay on-strategy, manage your own accounts/projects as needed, mentor a lean team of account managers, and partner directly with agency leadership to drive business growth. 

Key Responsibilities

• Organic Revenue Growth:  You are responsible for ensuring ~50% of our revenue comes from existing / past clients through repeat projects and expanded scopes. Your #1 benchmark of success is repeat clients, client longevity, and account growth YoY.
• To do this you’ll:
• Partner with account teams to identify client business upsell, cross-sell, and creative expansion opportunities and see those opportunities through to signed scopes.
• Partner with agency leadership on growing our internal capabilities/resources and services based on needs you see with clients.
• Accounts Financial Health: Own the financial performance of the accounts department including profitability margins and scoping accuracy. 
• You’ll also participate in high-stakes new business pitches as needed.

• Client Leadership & Strategy: Serve as the executive sponsor for Quirk’s accounts. Step in to talk high-level brand strategy, navigate complex client challenges, and ensure flawless campaign delivery. You will also manage accounts and cover for the accounts team as the need arises.
• Crisis Escalation: Maintain a personal line of communication with clients and serve as the ultimate escalation point for client challenges, transforming difficult situations into opportunities to strengthen the partnership. 
• Executive-Level Advocacy: Maintain trusted, advisory relationships with client decision-makers (ex: Heads of Brand, CMOs, Founders) to understand their overarching business pressures and ensure we remain a sticky partner for their advertising and production needs. To do this you’ll be client-facing at strategic points throughout the process, present at all shoots, and organize relationship-building activities like conference attendance, dinners, etc. to create opportunities for client face-time.
• Account Health & Retention: Actively monitor client satisfaction and sentiment–whether by implementing NPS scoring or simply consistent one-on-one conversations. Proactively identify and resolve friction before it impacts retention. 
• Cross-Functional Collaboration: Act as the bridge between clients and the internal Creative, and Production, and Post Production teams to ensure briefs are sharp, expectations are aligned, and deadlines are met without burning out the team.
• Design the Client Journey: Optimize client onboarding, experience, and reporting frameworks that make working with our agency frictionless and memorable, and work with Creative and Production to build out new workflows and systems that serve our clients.
• Client Evangelism: Be the loudest evangelist of our clients and our work with them, and strategize how to get maximum exposure of our work with them including: surfacing and submitting relevant awards submissions, promoting campaigns on LinkedIn, coordinating PR opportunities with our PR partner.
• Resource Planning: Collaborate with the agency founders on capacity planning and team staffing.

• Mentor the Team: Lead, inspire, and grow a lean team of Account Directors and Executives, establishing clear performance expectations and professional development paths.
• Elevate the Practice: Train the client-facing team on modern account management techniques, moving them away from transactional "order-taking" and toward proactive, strategic consulting.

• 8 years of account management or client services experience within an advertising, digital marketing, or creative agency. On set and video campaign (like TV or CTV) experience required.
• 3 years of experience directly managing and mentoring account teams in a fast-paced agency environment. Experience with both project work and AOR work is a prerequisite, knowing the majority of our clients are project-based.
• A demonstrable history of maintaining high client retention rates and successfully driving organic revenue growth within existing accounts.
• Strong financial literacy, with deep experience pricing, building scopes of work, managing budgets, and negotiating retainer agreements.
• Exceptional presentation, negotiation, and conflict-resolution skills. You must be comfortable commanding a boardroom and quickly building a rapport / demonstrating value to clients.
• NOTE: Must be NY/Tri-state Area based.
• Salary: 175k / year