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Head of Client Services

Vantage

Vantage

Customer Service
Posted on Thursday, July 4, 2024

Head of Client Services

We are seeking a Client Services leader to oversee our growing team of professionals who ensure that our retailer partners are obtaining maximum value from our solutions. This is a high-growth opportunity, appropriate for a super-motivated person ready to become a key part of our team.

We’ve gone through phenomenal growth lately. We have some really exceptional clients where we continue to grow and expand. Additionally, we are poised to add several new clients in the coming year. This leadership role is critical to our growth trajectory and will be a core part of our GTM leadership team in partnership with our Sales, Marketing, and Product leaders.

RESPONSIBILITIES INCLUDE:

  • Team Leadership: Lead and develop the Ad Operations and Account Management teams, both of whom are focused on growing our retailer client’s revenue and ensuring flawless execution of ads and offers on our retail media platform. A key part of this role is to lead, support, and coach these teams – in addition to planning for the future growth of these teams as we expand retailer partners.
  • Client relationships: Oversee the initiation and delivery of client projects, including managing client projects and timelines. Lead regular business reviews with client leaders and stakeholders to share wins, best practices, and understand their organizational needs in order to recommend solutions that add value to their business.
  • Client health: Monitoring and reporting on client satisfaction, including gathering client feedback and identifying ways to maximize customer satisfaction. Create an internal communication and feedback loop to highlight challenges and wins to the entire team, leveraging key KPIs (e.g. NPS, Value Generated, Renewal Risk, etc.)
  • Achieve company revenue goals: Your team will be responsible for ensuring that existing client contracts are renewed and advertising dollars are expanded within each client to achieve the maximum possible revenue for Vantage and our clients. Identify additional revenue expansion opportunities via new products or services that could add value for the client and Vantage.
  • Cross-functional team leadership: As a member of the GTM leadership team, partner closely with the Sales, Marketing, and Product leaders to communicate client needs to inform the future product roadmap, as well as document case studies and testimonials that can be leveraged in marketing and sales assets. Report on challenges, successes, and progress against plan.
  • Travel as required to support the above responsibilities

REQUIRED SKILLS:

  • Great leadership skills and experience managing and coaching a customer-facing delivery team
  • Excellent project management skills and ability to ensure implementation and project delivery timelines are met across multiple client engagements with a fanatical attention to detail
  • Excellent written and verbal communication and presentation skills
  • Experience working with retail marketing tech solutions
  • The ability and desire to work in a fast-paced challenging environment
  • The desire to meet and exceed measurable performance goals (e.g. revenue, client health, and documented case studies / wins) that grow revenue for Vantage and our clients
  • Team player, able to work within a cross-functional team and share best practices that help all teams achieve their goals
  • An innovator, be able to optimize your work so you can buy more time for the most important opportunities

ABOUT VANTAGE:

Vantage plays in a $250BN addressable market in North America that is seeing significant disruption. Retailers are transforming their digital marketing practices to drive customer acquisition and are looking for new profit centers in retail media networks.

Vantage is uniquely positioned in this space, having established a technology platform that is custom built for retail media. We offer the only turnkey platform for integrated retail media networks. We significantly out-perform online media benchmarks by leveraging automation, machine learning, and AI. Ours is the market-leading platform and we have real traction with some of the biggest names in retail.

We are excited to expand the team and take the company to the next level. You would have the opportunity to get in early and obviously that comes with great possible financial upside, but it also comes with an opportunity to shape the culture of the team. So, we’re picky about the people we invite to join the journey. We’re looking for true team players, not lone wolves, or temporary hired guns. We are professionals with a passion for doing great work and driving real success for Vantage and our clients.

Headquartered in Toronto but working fully remotely, the Vantage team is diverse, creative and fun. Our belief is that our strong commitment to diversity & inclusion enables Vantage to be better. We also believe that people are happiest and can accomplish the most amazing things when they have the freedom and flexibility to customize their work and life environments, and can take on huge, stimulating challenges with fantastic colleagues.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into building a team. Vantage offers a full range of medical, dental, and vision benefits. All employees are also owners, as everyone is enrolled into the Vantage Employee Stock Option Plan. Vantage provides strong maternity / parental leave benefits in all jurisdictions. Vantage also offers numerous well-being programs, education assistance, development courses, and discount programs with participating partners. As for time off, Vantage employees enjoy generous vacation, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time, and other time off are provided consistent with relevant jurisdictions and company policies.

Reasonable accommodations are available to job applicants on request and throughout the application process.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.

To apply for the Head of Client Services at Vantage, please visit https://vantageanalytics.applytojobs.ca/client services/31360

Location: Remote (Atlanta area preferred)

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