Head of Client Engagement

  • 15001 N 74th Street, Scottsdale, Arizona, United States
  • Full-time

Company Description

LeadMD is a team of personable, passionate and skilled marketers with a massive bent towards technology and results. We believe in marketing and are fanatical in pushing the profession forward. We started our journey right around the birth of Marketing Automation in 2009 - it was a great time to be born. Since that time LeadMD has become the Preferred Service Partner of the leading Marketing Automation Software, Marketo, and a leading partner of cutting-edge solutions like Salesforce.com, Bizible, Showpad, Uberflip, SalesLoft and more. But, we're not all about tech - we also help drive the success of our clients by marrying the core functions of a digital marketing agency with those cutting edge platforms - "traditional" services like content creation, web and graphic design and buyer persona and messaging alignment. Basically, if you found the perfect marketer and started cloning them - that's us. It's like marketer multiplicity, minus the degradation that can come with cloning of course: http://www.youtube.com/watch?v=yhk-J9YwLR8. Anyway, we do what other agencies and consultants dread - we actually work, and we have a blast doing it, because marketing is what we love. So, if you want to walk into your office each day and genuinely pioneer the landscape of marketing - LeadMD might be something to check out.

WHY JOIN THE LEADMD FREIGHT TRAIN: 

It's fun to work in a company where people truly believe in what they're doing. At LeadMD, we're committed to bringing passion and customer success to the forefront of marketing services. We work hard, and we're serious about what we do. Our work life balance philosophy is that a huge part of life is work. 

Everyday we strive to:
1.    Engage
2.    Deliver Hyper-Value
3.    Make it repeatable
 

Job Description

Reporting to the Chief Strategy Officer, the Head of Client Engagement will ensure that LeadMD is able to meet its revenue growth goals. They will be responsible for the strategic development of the Client Engagement team and the delivery of strategies, processes, planning, tactics and technology to achieve key marketing and sales outcomes for clients. They will be managing a growing client engagement team who utilizes omni-channel communication to deliver consistently best-in-class service. The team will brainstorm new ways to exceed customer expectations and partner with other parts of the company (Sales, Operations, Leadership) to provide impact in the way of performance for clients. The Head of Client Engagement will be responsible for team and process design, on boarding, career development, ongoing training and quality assurance of the team. Our job is to help our clients accelerate revenue though the development and execution of a world class go-to-market strategy, and that means helping them succeed as marketers. This position is located in Scottsdale, AZ. Remote candidates will be explored only under exceptional circumstances.

Key Responsibilities:

  • Developing the culture of Client Engagement and leading the team to embrace a customer-first performance led attitude and approach.
  • Building upon the current Client Engagement team and capabilities, including forecasting future needs, team growth, requirements gathering, process development and technology implementation.
  • Managing performance and personnel, as well as training of Client Engagement team(s), ongoing performance management and career development.
  • Delivering productivity gains by developing and driving efficiencies and process improvements, while maintaining or exceeding client outcomes and key performance objectives.
  • Ensuring escalated account issues are resolved quickly, leveraging resources from across the company as needed.
  • Using the Revenue Acceleration Framework to identify Client’s opportunity for improvements and presenting/implementing these within client organizations
  • Driving quality and consistency through maintenance of client and internal knowledge bases.
  • Ensuring team members are equipped with required tools, processes and procedures to create an effective and efficient organization.
  • Demonstrates a clear understanding of the comprehensive LeadMD methodology, including the Revenue Acceleration Framework.
  • Manage and lead teams with cross-functional skills including technical, marketing, and project management skills.
  • Delivery: Lead strategic workshops for clients and recommend strategic direction.
  • Helps to prioritize initiatives in relationship to greatest impact on client revenue goals or KPIs.
  • Manage and develop several customer projects at the same time, and must have the ability to constantly shift gears, solve problems, synthesize ideas, and listen to changing needs.
  • Demonstrates a clear understanding of the comprehensive LeadMD methodology, including the Revenue Acceleration Framework.
  • Manage and lead teams with cross-functional skills including technical, marketing, and project management skills.

Qualifications

  • Bachelor’s degree or higher.
  • 7-10 years of experience working in a professional consulting setting, with demonstrated experience in client engagement management and project management.
  • Experience and demonstrated expertise in the management of a professional services team; excellent customer-facing skills.
  • Strong leadership skills that inspire commitment to achieve uncommon customer loyalty, teamwork to deliver results, transparency of performance, flexibility to shift priorities and activate resources with an appropriate sense of urgency.
  • Balance of strategic and tactical skills with a high level of intellectual agility; good problem-solving and creative thinking skills.
  • Expert level of understanding of client management and project budgeting skills.
  • Experience successfully working in fast–paced, entrepreneurial environments with minimal guidance.
  • Phenomenal communication skills – both written, verbal and non-verbal.
  • Familiarity with Marketing Technology (e.g. Marketo and Salesforce.com) platforms a plus.
  • Willingness and ability to travel: up to 30%.
  • Alignment to LeadMD’s Core Values.
  • Location: AZ (remote will be considered for special candidates).

Additional Information

In addition to a competitive salary, LeadMD offers 100% employer paid medical, dental & vision benefits for employees, unlimited PTO, quarterly reward opportunities, and a retirement plan with employer match. Check out our benefits offerings here: http://leadmd.com/benefits

Perks:

  • Cold Brew Coffee & Tea On Tap
  • Great North Scottsdale Location
  • Flexible work hours
  • Unlimited PTO
  • Fun monthly events
  • Fully stocked kitchens
  • Weekly educational classes & catered lunch