• Due to client needs, we are looking for candidates only in TX. We are a work from anywhere agency and this will be a remote opportunity with occasional travel within TX.

Tandem Theory is made up of people just like you – smart, funny folks who know that building an agency is and should be a fun endeavor. Working here is very much like working for a startup – things move quickly, and you get to wear many hats. You’ll get the opportunity to work on high-level projects, and the opportunity to engage directly with clients. Tandem Theory offers a flat, collaborative working environment, right from the comfort of your home. But please don’t wear your pajamas to work.

We are seeking a Director Client Service to join our growing team.

Here is a summary of the role:

The Director Client Service is the client’s champion and the agency’s cheerleader. She or he will be responsible for nurturing and cultivating large client account relationships; initiating and developing overall strategic planning (in conjunction and cooperation with other agency discipline leads), client goals and objectives; overseeing client profitability; overall account performance management, budgeting/proforma development, and forecasting initiatives; and, managing and coaching assigned and matrixed staff support. A key area of focus is working diligently to ensure that the client’s expectations are met (and preferably exceeded) while also focusing on protecting and growing the agency’s revenue and relationships. The Director Client Service is the primary face of the agency when interacting with the client to deliver solutions. With a winning combination of marketing expertise, business acumen, people skills and project management know-how, this position is critical to retaining existing relationships and driving ongoing growth.

What you will do:

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  Effectively gather and translate client business requirements for all agency teams that work on the account

• Drive the interpersonal exchange of value between Tandem and clients; manage and expand relationships to achieve stretch revenue targets based on client strategies.

• Take responsibility for the identification/support and delivery of holistic solutions across contracted service areas.

• Develop and implement the long-term strategy for the overall team, including but not limited to, account development strategy and account retention strategy.

• Collaborate with and lead internal and external (client) efforts and develop actionable strategic thought leadership to optimize client growth/success

• Support innovation, continuous process improvement and optimization across all functional areas within the agency

• Measure and evaluate service activities against the company’s and client’s objectives and intended results

• Project manage, direct and coordinate project initiatives with a focus on meeting and exceeding client expectations while adhering to timelines and budget.

• Manage the team’s workload and deliverables to ensure timelines are met and deliverables meet/exceed client expectations

• Identify gaps and best practices in operational support to improve overall performance.

• Partner with agency Subject Matter Experts (SMEs) to develop plans and strategic solutions that deliver against identified goals

• Effectively gather and translate client business requirements for all agency teams that work on the account

• Evaluate inputs and requests to ensure clarity prior to requesting effort and deliverables from other departments and/or clients

• Maintain a clear understanding of client’s business and marketing goals

• Define and develop inputs contributing to scopes of work, labor plans, external budget requirements and other associated project costs and margin goals

• Develop and effectively communicate and manage project timelines and workback schedules to ensure internal and client awareness, alignment and delivery of identified materials.

• Continually pursue opportunities to deepen the relationship with the client and increase value and trust

• Direct multiple people/resources and independent projects for one or more clients

• Develop proposals, presentations, slides, analyses and other client-facing deliverables

• Proactively communicate with the client via updates, progress reports, requests for information, etc.

• Schedule recurring and ad hoc meetings with client, and develops and distributes meeting agendas, recaps and next steps documentation

• Identify and help resolve team resource issues

What you should have:

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  5+ years experience in agency, marketing and/or client-facing roles

• 4-year degree in Marketing, Advertising, Business, Communications or other relevant discipline

• Excellent written and spoken English

• Familiarity and comfort with managing multiple projects concurrently (organization and communication are critical)

• Strong familiarity with the elements of digital marketing: analytics, technology, UI/UX, creative, media, search, etc. NOTE: The accounts that this Director Client Services will be assigned to have a significant amount of media focus, so media expertise and/or experience is preferred

• Ability to assess and prioritize projects, including managing resources efficiently and effectively

• Effective in balancing the equally critical roles of client advocacy and agency stewardship

• Approaches change pragmatically, positively and gracefully

• Asks for help when needed and knows when to escalate issues

• Is both a detail-oriented AND a big picture thinker

• Prefers a fast-paced, collaborative, dynamic, deadline-driven work environment

• Empathizes with the client, the customer and his or her colleagues at the agency

• Competent and confident interacting with all levels of management (client and agency)

• Google Suite

• Google: Docs, Sheets, Slides as well as Microsoft PowerPoint

Here is a little bit about us:

Tandem Theory is a culture-first agency built to create better client experiences. We deliver on this promise by focusing on three core behaviors - teamwork, transparency, and trust – the three things that we found were most often missing from the traditional agency experience. They’re not just words on a poster. We apply them every day to guide our internal and client relationships, and our clients tell us they feel the difference.

Headquartered in Dallas, Texas, Tandem partners with several leading brands. These brands value working with an agency led by a proven team that provides simple but impactful solutions, transparent pricing, and performance-based compensation.

Other than waking up and being excited to get to work each day, here are some additional benefits:

The salary for this exempt-level position will be based on experience and qualifications within an established pay range. Benefits include 85% employer paid medical, eligibility to participate in vision and dental insurance as well company paid STD, LTD coverage plus a flat amount company paid toward Basic Life and AD&D, as well as a generous 401(k) retirement contribution plan eligible after 90-days of employment.

Working Conditions:

We operate as a work, not live, from anywhere model and utilize the office space as a co-working space as needed. That said, whether in the office or at a remote location, we try to operate in the traditional office norm model. You will be working with a computer, telephone, copier, or other office equipment as necessary for long stretches of time. There may be some occasional long, irregular hours. You are expected to communicate effectively (verbal and written), and maintain professionalism under stress. Occasionally you will need to bend, pull, push and/or reach to access job-related materials. You will also be expected to work with frequent interruptions such as Slack messages, emails, phone calls, drive-by visits to your desk, whether that is from a co-worker at the office or your dog barking while working remotely. All our calls are held on video, as it is important to see facial expressions and reactions to work in a collaborative environment.

Eligibility

All new employees must provide documented proof of their identity and employment authorization and pass a background screening process. No work Visa sponsorships available at this time.

Here is where we are located in case you are curious:

Tandem Theory, LLC

15400 Knoll Trail #503

Dallas, TX 75248

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