Minimum Qualifications

• 3 years of experience in service delivery management for marketing or advertising agency
• 3 years of leadership experience in marketing or advertising
• Excellent written and verbal communication skills
• Demonstrated ability in establishing relationships with multiple business partners within business areas and across organizations
• Demonstrated ability in negotiating demanding prioritization schedules to meet deadlines
• Demonstrated ability in proactively identifying business goals based on trends in client needs
• Demonstrated ability in handling escalated issues and conflict resolution from clients

Preferred Qualifications

• 5 years of experience supporting service delivery for marketing or advertising agency
• Bachelor's degree in a relevant field

Job Summary

The Client Success Management Team Leader guides a team that provides a streamlined and scalable delivery of client service for the marketing team. They leverage their marketing and advertising knowledge to tie threads across internal teams and ensure clients get the most impactful client service. They are a strategic partner to leadership and guide business goals based on the needs of their clients.

Responsibilities

• Accomplish results by communicating job expectations-planning, monitoring and rewarding
• Maintain the team by recruiting, selecting, onboarding, and retaining team members with personal growth opportunities
• Maintain effectiveness and efficiency by defining, delivering and supporting strategic plans for implementing services
• Support business area leadership with defining OKRs that focus on service delivery
• Research, advocate, implement and teach best practices on service delivery processes for the supported business area
• Build, support and maintain a work request intake process for the specific service delivery area and assign out requests to the team
• Lead team to communicate service delivery lifecycle processes to business partners and clients
• Lead the team that implements service delivery lifecycle process updates
• Assist team with performing high level needs analysis for clients in a specific service delivery area
• Lead the team through navigating the products, services and processes within the specified delivery area
• Assist team with engaging appropriate teams, leaders and processes within the particular service delivery area to define requirements, the scope of work and deliverables
• Support team members through collaborating with senior leaders, clients and the various teams in their business area to determine prioritization of work
• Lead team to communicate empathetically with clients regarding service questions and complaints
• Assist team with urgent and escalated client requests
• Report upcoming, in-process and historical completion of work resulting from all requests within the selected business area
• Coach team to analyze client feedback to provide recommendations on business goals and objectives

Who We Are

Rock Central is a Detroit-based professional services company obsessed with delivering innovative, effective solutions to meet the diverse needs of our clients. From legal and finance to technology and public relations, our expertise spans from executive consulting all the way to tactical implementation. We thrive at the intersection of people, process and technology and empower our partners to unleash the maximum potential of their business through unmatched partnership and the entrepreneurial spirit of a startup. From the smallest venture to the largest enterprises, we believe having an impact is never a question - it's part of our DNA.

Disclaimer

This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.