Director, Client Services

Kargo unites the world's leading brands, retailers and premium publishers across screens using innovative technology and advanced creative ad formats. At Kargo, we're all about bringing together the best of the best with a spark of creativity to stand out from the crowd. The same is true for our employees. What makes Kargo and each Kargo team member exceptional makes our company special. Kargo believes differences should be celebrated and is committed to diversity in the workplace. As an Equal Opportunity employer, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, disability or other legally protected status. Individuals with disabilities are provided reasonable accommodation to participate in the job application process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Kargo is 500 employees strong across offices in New York City, Chicago, Austin, Dallas, Los Angeles, Sydney, Auckland, Ireland, and London. But we're not stopping there, so stay tuned as we expand our map and our team.

For more information, visit Kargo at www.kargo.com or follow Kargo on Instagram (@kargomobile), Twitter (@kargo) and LinkedIn (Kargo).

Title: Director, Client Services

Job Type: Full-time, Hybrid

Job Location: New York, NY

Salary Range: $150,000 - $175,000 OTE

Summary of Job's Purpose:
Lead a regional team of client service team members to deliver superior service and results to our clients.

This leader is responsible for ensuring excellence in execution and working with sales counterparts on growing the regional book of business. The role focuses on operational excellence, up-leveling the team, and accelerating the regional business. The leader is in charge of the team's revenue goals and success metrics aligning with client objectives.

The Position:

• Lead a team of 10-20 Client Services professionals to deliver all phases of the campaign life cycle from ideation through execution across regional business. Ensure the team is being customer-centric while also being operationally rigorous to ensure repeatable success.
• Create executive relationships with top clients in the region to spur growth and ensure client retention.
• Coach team on executive presence and trusted advisor relationships with clients up-leveling "soft" skills.
• Work with CS leadership to put in place operational rigor that creates efficiencies and identifies opportunities for growth and account risks.
• Enforce direct and programmatic workflows, manage productivity to meet performance standards.
• Collaborate cross-functionally with regional sales, campaign management, analytics, and other teams to create strong regional culture, growth and efficiency plans.
• Communicate organizational updates from the top down to team members in a way that inspires and leads with the "why".
• Reinforce team revenue and retention focus with consistent communications on how team and individuals are tracking towards goals. Work with business operations on any outstanding needs to track and drive goals.
• Foresee and identify issues and solutions on campaigns and optimizations to meet client objectives.
• Collaborate on account reviews to build brand strategy and deeper client partnerships.
• Function as the first tier of escalation for direct and programmatic campaign issues blocking or delaying revenue and resulting in client churn.
• Escalate adverse experiences and operational problems to identify root causes and resolutions. Course-correct and ensure preventative actions for direct reports are implemented and effective.
• Coach and develop the regional teams top performers to the next level and work with lower performers to rise to expectations.

The Requirements:

• 7+ years experience in a client-facing role for a media, startup, tech, or digital company
• Proven record of driving successful client retention and upsell
• 4+ years of managerial experience with a team of 6+ direct reports with proven experience growing talent
• Proven leadership motivating and leading a team of client service/success teams including managing a range of performers
• Highly strategic, proactive and solution-oriented
• Experience with direct-sold and programmatic mobile advertising workflow recommended
• Understanding of ad servers (DFA, DFP), 3rd party tags and tracking methodology (Celtra, Moat, IAS), programmatic buying between DSPs and SSPs recommended
• Thrives in a team environment and proven collaboration with sales, marketing, product, operations, and other key stakeholders
• Strong executive presence with the ability to lead and coach a team on C suite/VP level presence in both in-person and written communications
• Organizational skills with the ability to use available resources to reach solutions
• Ability to think and plan strategically with a business focus, while taking account of technical and operational constraints
• Detail-oriented, with the ability to manage multiple projects simultaneously in a demanding, fast-paced environment
• Bachelor's degree or equivalent experience

The Perks:

• Flexible PTO + 10 sick days a year
• Tuition reimbursement up to $1,000 a year
• Monthly wellness benefit
• Daily complimentary lunch when working in a Kargo office

The Recognition:
Kargo and Kargo leadership are regularly recognized for the company's growth and achievements, including:

• Ad Age's Best Places to Work (2024)
• Built In's U.S, New York, Los Angeles, Dallas, and Chicago Best Places to Work (2024)
• Built In's U.S, New York, Los Angeles, Dallas, and Chicago Best Midsize Places to Work (2024)
• Martech Breakthrough Awards' Best Overall AdTech Company (2023)
• B&T's Best Media Platform (2021)
• Digiday Awards' Media Award for Best Digital Product Innovation (2021)
• Martech Breakthrough Awards' Content Management Innovation (2021)