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Director Of Technical Client Services

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Director Of Technical Client Services

What are you looking for?

  • Do you wish you had a job that gave you the autonomy, variety, and the challenges that you’re seeking?

  • Do you wish you worked for a company that felt like a family, worked like a team, and treated each other like friends?

  • Are you looking for an opportunity to manage a delivery team, the overall success of complex technology projects, and take complete responsibility for the satisfaction of our clients?


We’re dedicated to your personal and professional growth

Engagency is much more than a place to work, it’s a place to learn, to lead, and to grow. We’ve created a place where you’re encouraged to explore and develop your skills and interests, both personally and professionally. While we do a lot to nurture and nourish our team, the greatest benefit of joining our team is the balance of autonomy and support that each individual receives.


Good Character = Good Culture

At Engagency, good culture is the natural result of attracting good people. We believe that creating a good company culture is more about what you give, than what you get. We’ve created a culture that is friendly, collaborative, and down to earth. We’ve created an environment where doing excellent work, intrinsic motivation, and going above and beyond is the norm– but we still don’t take ourselves too seriously.

We’ve created a culture that is dedicated to caring for each other, and always doing what’s right for our customers and putting their needs first. We like to work hard, and we like to relax and have interesting conversations over lunch together. A few times a year we like to celebrate all of our hard work and success, with some really fun and memorable team activities. We’ve created a place that we all look forward to coming to in the morning. We’re honored to have been named one of Austin Business Journal’s 2020 Best Places to Work.


Call us idealists, but we don’t think it’s too much to ask…

We're looking for a hard working Director of Client Services with a curious mind and servant’s heart.


The Opportunity:

The Director of  Technical Client Services is responsible for the operations and continuous improvement of our client delivery team. You will direct a cross-functional team composed of project managers, developers, QA specialists, technical writers and will be responsible for the successful delivery of Enterprise Web CMS implementation services and ongoing support services. Additionally, you’ll work directly with key clients to provide strategy and leadership while helping to identify new opportunities to grow and sustain current client relationships. This position is critical to the success of the company and you will be reporting directly to the Chief Revenue Officer.

This role requires someone who is exceptionally bright, a fast learner, highly collaborative, an effective communicator, and a problem solver at heart. The ideal candidate has a passion for technology, may have a bit of development experience, can build strong relationships, and can quickly learn the technologies and processes we use daily. This individual must possess experience and strength in the areas of complex project management, external client consulting, team leadership, mentorship, problem-solving and solution development.

We would prefer a candidate local to Austin, but we’re open to considering remote as long as you’re able to work during our core hours in the Central Time zone of 9am to 5pm.

 

Responsibilities:

 

Resource Allocation

  • Manage resource allocation across projects keeping an eye on capacity and utilization 

  • Build out optimal project teams based on project needs and internal objectives


Project Process Refinement

  • Collaborating with Sales to ensure project scope is met and we are delivering superior services that exceeds expectations.

  • Implement initiatives and processes to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals

  • Report to senior leadership on key metrics including key projects and risks and project profitability

 

Agency Partner Management

  • Build and maintain relationships with design and strategy partners to ensure stellar collaboration between teams


Day to Day Management of Resources

  • Oversight of Project Managers / Provide account support as needed

  • Provide feedback, coaching and mentorship to team members in order to promote professional development and effective performance

  • Direct team resources to ensure successful project outcomes and positive client experiences

  • Promote team-wide knowledge share and learning from account experience

 

Day to Day Oversight and Guidance on Projects

  • Monitor, assess and mitigate risks to the company’s portfolio of projects; identify issues and opportunities early on and coach team managers on how to help the team mitigate

  • Work directly with clients on escalated situations that require senior leader level involvement, including issue resolution, price negotiations/concessions, C level communications, etc.

 

Client Retention & Account Growth

  • Provide oversight on key accounts, building relationships with clients by ensuring that our team is delivering against objectives

  • Provide strategic planning for key accounts based on account insight and knowledge of market and industry trends

  • Increase account growth through strategic, value-add discussions

  • Continually improve client retention and overall client satisfaction with a focus on producing referenceable clients

  • Establish and monitor qualitative and quantitative benchmarks to evaluate customer satisfaction and retention

 

Qualifications:


Project and Process Management

  • Expert at managing large complex technical integrated projects/programs

  • Demonstrated ability to plan, organize and meet project deadlines while producing desired outcomes for clients

  • Experience with budget management and writing proposals/SOWs

  • Results oriented with the ability to prioritize multiple objectives

  • Ability to develop clear action plans and drive processes and implement procedures

  • Ability to communicate effectively to all levels of internal and external contacts verbally and in writing

 

Team Management

  • Demonstrated ability to lead a team of project managers, solution architects, and developers to deliver and continuously improve services.

  • 3+ years of team lead or people management experience preferred

  • Ability to mentor and lead teams while encouraging knowledge share and collaboration

 

Consulting and Client Interaction

  • Consultative approach – must be able to provide excellent client service while being able to manage client expectations appropriately at times suggesting alternate approaches or solutions

  • Strong consultative skills to understand customer needs and map to technology solutions.

  • Outstanding and effective interpersonal skills; along with strong ability to communicate complex problems

  • Proven track record of interacting effectively with all levels of management

 

Technology

  • Strong understanding of web and application development, design lifecycle, and quality assurance processes

 

Passion and Smarts

  • Must be well organized, highly analytical and possess strong problem-solving skills

  • Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations

  • Proficient in the latest web technologies and working knowledge of computer programming

  • Strong work ethic with the ability to work well under pressure in a dynamic environment

  • Passionate about technology

  • Experienced working in a dynamic environment, with start-up mentality and enjoys defining the rules.

  • Bachelor’s Degree - Business or Technology or equivalent experience

 

NO VISA SPONSORSHIP

We are unable to visa sponsorship at this time.

 

NO RECRUITERS

Recruiters, we ask that you respect our "we don't hire people that are referred to us by a recruiter" policy, by not contacting us. Thanks : )