IMPORTANT NOTE: Please be vigilant against potential job scams. All legitimate correspondence regarding this role will come from our official company email domain. We will never ask for sensitive information such as bank account details or personal checks during the hiring process. If you have any concerns, please contact the hiring manager directly.
Company Overview:
We are a privately owned and operated organization founded in 2017, with a mission to provide sophisticated digital marketing solutions to the multifamily industry. Our comprehensive suite of digital services includes a groundbreaking predictive analytics platform, the first of its kind in the market.
At our company, we celebrate the diversity of our hardworking employees - and it shows. We pride ourselves on fostering a collaborative, transparent, and authentic culture. These values are deeply ingrained throughout every step of an employee's journey with us, from the interview process to our weekly All Hands Transparency Round-up. Values are at the heart of working here.
We value diversity and firmly believe that forming teams where everyone can be their authentic self is key to our success. We actively encourage applications from individuals with diverse backgrounds and experiences, including those from underrepresented groups and different industries. Join us and discover what the best work of your career could look like.
Our Core Values:
Authenticity - Commitment to being steadfast and genuine in our actions and communication with everyone we interact with.
Curiosity - A deep and fundamental curiosity (the "why") in our work, which is vital for company innovation and evolution.
Focus - The collective will to remain completely devoted and ultimately accountable to our deliverables.
Humility - The recognition and daily practice that "we" is always greater than "I".
Happiness - The decision to prioritize passion and love for what we do above everything else.
The Role:
We are seeking a VP of Client Services to join our team!
Do you thrive on building high-performing teams and driving an exceptional client experience? Are you passionate about the multifamily industry and the power of digital marketing to drive leases? If so, then this VP of Client Services role could be the perfect fit for you!
The VP of Client Services is responsible for overseeing all functions of the client services department, including leading and managing the team, innovating and improving processes and strategies, and ensuring that all clients receive a best-in-class experience, upholding our company's guarantee. The ideal candidate will have strong managerial and leadership skills, experience rolling out new systems and processes across an organization of 30+ employees, as well as a background in both digital marketing and client support. This role reports directly to the Chief Experience Officer (CXO) and works closely with the rest of our leadership team.
You'll love this job if you:
- Love building relationships, empowering a team, and inspiring others
- Are extremely process-oriented and outcome-driven, capable of managing to numbers and holding the team accountable
- Enjoy improving workflow and maximizing efficiency
- Have experience thriving in a fast-paced agency environment
- Enjoy data analysis and applying department trends to the macro company level
- Anticipate growth needs and organize work and bandwidth across multiple individuals and departments
- Are skilled at building business cases and advocating for department needs while keeping company objectives top of mind
- Can effectively 'manage up' and communicate with the executive team
- Are a team player and naturally think "we" instead of "I", adopting a company-first mindset
- Have an insatiable appetite for learning and self-improvement, striving to be the best version of yourself
- Are naturally curious and lean into asking questions to see the bigger picture and different perspectives
What you'll do:
- Coach, develop, and directly manage a team of 4-8 employees, most of whom have teams underneath them
- Recruit, hire, and train top talent
- Own and manage all department Key Performance Indicators (KPIs), including:
- Revenue retention
- Email response time
- Deal size
- Accounts/Full-Time Equivalent (FTE)
- Close rate on new business
- Own department and company Rocks (quarterly initiatives)
- Conduct meetings, foster collaboration, and communicate initiatives:
- Weekly 1-on-1 meetings
- Weekly team meetings
- Monthly department meetings
- Quarterly rock planning meetings
- 90-day, 6-month, and annual reviews
- Develop strong relationships with key clients by:
- Providing strategic recommendations to improve experience and performance
- Communicating vision and roadmap to inspire and excite
- Acting as the point of escalation when needed
- Travel for key client and industry events, fostering collaboration and in-person relationship building
- Work collaboratively on new business development and own expansion revenue initiatives
- Work closely with AdOps, Organic Media, Data & Analytics, Product, and Engineering departments to ensure alignment and solve company problems
- Maximize staffing efficiency and improve staffing formulas
How success will be measured:
- Revenue Retention of 98%+
- Department efficiency metrics: Accounts/FTE goal of 86
- Customer Satisfaction (CSAT) scores above benchmarks of 80%
- Close rate of 60% on new business
- Department happiness scores above 7
You should have:
- 10+ years of experience in a client services or success leadership role within a marketing agency or similar environment
- A proven track record of success in building and managing high-performing teams
- Deep understanding of the multifamily marketing landscape and its unique challenges
- Strong digital marketing acumen, with a focus on SEO, PPC, social media marketing, and email marketing
- Excellent communication, presentation, and interpersonal skills
- Data-driven decision-making skills with the ability to translate insights into actionable strategies
- Ability to manage multiple priorities and deadlines in a fast-paced environment
- The ability to learn quickly, a growth mindset, and a values-driven personality
Pay, perks, and such:
- Salary Range: $130,000 - $150,000
- 4-Day Work Week (32-Hour Work Week)
- 1 Day per Week Remote
- Profit-Sharing Bonus
- 3 weeks of Paid Time Off (PTO), as well as Sick Leave and Bereavement Leave
- 11 paid holidays
- 401(k) with Employer Match
- 75% employer-paid health benefits (Medical, Dental, and Vision)
- $75/month reimbursement for Physical Wellness
- $75/month reimbursement for Mental Wellness
- $1000/year travel fund for employees who have been with the company for 3+ years
- Monthly subscription for Financial Wellness Coaching
- Dog-Friendly Office
- Paid Parental Leave
- Monthly Social Events
- Weekly Lunches and Snacks for in-office employees
- Employee Development Program
Employment Type: Full-Time
Salary: $ 130,000.00 150,000.00 Per Year
