We’re Big Marlin Group – a Marketing Solutions Company based in Gilbert, Arizona specializing in finding marketing solutions that produce BIG results for local and national companies.

We’re growing and looking for a smart, driven, and creative Client Services Lead. The ideal candidate would bring 4-8 years of agency-level account/team management experience with excellent project management and people skills.

The Client Services Lead serves as the primary point of contact for an assigned set of top-tier client accounts within the agency with the primary responsibility of retention and growth. The Client Services Lead is also responsible for ensuring that all clients receive the highest quality customer service from all account managers (AM’s) and receive the maximum value from their contracted services. Responsible for managing priorities of the day to day workflow. The Client Services Lead acts as a leader within the organization, supervises those that make up the account services team (AM’s, project & account coordinators, content and digital specialists), sets priorities for the AM team as well as working closely with the other Dept Leads to set priorities, establish timelines, refine processes, and maximize productivity.

The Client Services Lead is involved with upper management to resolve internal and external issues related to but not limited by customers and internal personnel issues, aids in increasing revenue, and identifies new opportunities and potential threats.
This position is full or part-time and based in Gilbert, AZ and you must work from the office during regular business hours.
If you like a team oriented, crazy fun environment then continue reading below.

Apply Now
  • Manage multiple accounts and develop positive working relationships with clients.
  • Assist/lead AMs & other Account Services Teams on all agency accounts to support client satisfaction and retention. This includes, but not limited to, being a part of the account manager meetings to discuss upsell opportunities and other ways we can keep our customers happy.
  • Drive client retention, contract renewals, upsells, and client satisfaction.
  • Work with internal team members (web, account management, creative, etc.) to ensure quality, timeliness, budgets, and effectiveness of all marketing deliverables are met.
  • Partner with cross-functional teams/depts./other agencies to establish and understand client goals, create KPIs and determine a marketing strategy to achieve goals and KPIs.
  • Utilize technology, technical tools, and data to manage campaigns and report successes and identify areas of opportunity.
  • Provide input and develop new processes and workflows and adhere to existing written processes and workflows internally and externally.
  • Prepare and meet with potential new clients to support the sales team, some may be out-of-state.
  • Establish internal timelines with cross-functional teams and set client expectations accordingly.
  • Exhibits a professional, entrepreneur, and positive attitude.
  • Directly responsible for the supervision of the Account Services Team (AMs, Project & Account Coordinators, Content & Digital Specialists, and Interns).
  • Hold people accountable.
  • Participates in Account Service team hiring process, 90-day & annual reviews, and disciplinary and performance meetings.
  • Onboarding of new Account Services Teammates (establish role within the team, introduce the Account Team Blocks, training, set expectations, and ongoing development).
  • Mentor and Lead existing & new Account Service employees.
  • Works directly with other Dept Leads to establish timelines, scope new projects, create new processes, and enforce existing processes.
  • Encourage and strengthen communication between departments, team leads, upper management.
  • Resolve internal and external issues related to but not limited by customers and internal personnel issues
  • Minimum education of Bachelor’s Degree in Marketing, Advertising, or closely related discipline
  • Minimum of 4 years in Client/Account services in an advertising agency
  • Google Ads Certified or willing to do so
  • Highly organized and able to effectively handle multiple tasks, details and demands simultaneously
  • Professional, assertive manner and ability to instill confidence in and lead clients
  • Willingness to support/manage AM’s, Design and Digital teams
  • Demonstrate ability to translate conceptual ideas and complex client feedback into coherent and actionable creative requests
  • Strong written and oral communications skills and ability to comprehend technical products
  • Strong client service mindset
  • Keen eye for details, must be excellent at proofing
  • Strong leadership skills with the ability to keep both internal and external team members on task
  • Strong computer skills: MS Word, Excel, PowerPoint, Outlook, Adobe Acrobat for proofing
  • Ability/willingness come in early or stay late, as the need arises
  • A flexible attitude with the ability work hard and have fun at the same time

Full-Time Employee Benefits

  • Employees are paid healthcare, dental, and vision benefits
  • Paid Time Off
  • 401k Plan Options
  • Flexible hours

 

To Apply

Include your resume and a cover letter telling us why you’d like to be part of the Big Marlin team and why we should hire you

Pay DOE

Apply Now to Become Our Next
Client Services Lead.

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