What are the responsibilities and job description for the Senior Director, Services position at Mavrck?
About this position:
As the Senior Director of Services, you will play a pivotal role in shaping the success of our clients by leading our services division. You will be responsible for building and managing a high-performing team of service professionals who provide top-tier customer support, training, and consulting services to our valued clients. Your leadership will drive client satisfaction, retention, and product adoption, contributing directly to the company's growth and success.
What you'll be doing:
Service Strategy and Leadership:
- Develop and execute a comprehensive services strategy that aligns with the company's overall goals and objectives.
- Provide strong leadership to the services team, fostering a culture of excellence, accountability, and continuous improvement.
- Set clear performance metrics, goals, and KPIs for the services division.
Client Engagement:
- Build and maintain strong relationships with key clients, ensuring their needs are understood and met.
- Collaborate with sales and account management teams to identify opportunities for upsell and cross-sell of services.
- Serve as the escalation point for complex client issues, working to resolve them effectively and promptly.
Team Development:
- Recruit, train, and develop a high-performing team of service professionals.
- Provide coaching, mentoring, and performance feedback to team members to foster their growth and success.
- Foster a culture of continuous learning and development within the services division.
Service Delivery:
- Oversee the delivery of customer support, training, and consulting services to ensure client satisfaction.
- Develop and maintain service-level agreements (SLAs) and workflows to streamline service delivery processes.
- Continuously assess and improve service quality and efficiency.
Data Analysis and Reporting:
- Utilize data and analytics to track and report on key performance metrics related to service delivery and client satisfaction.
- Make data-driven recommendations for improvements and adjustments to the services division.
Market Knowledge:
- Stay up-to-date with industry trends, best practices, and competitor offerings to inform and enhance our services.
- Contribute to the development of new service offerings and enhancements based on market insights.
We are committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. If you identify with any of the following, we encourage you to apply!
- 12-15 years of professional experience within a customer services or customer success function
- 6 years of relevant experience in Influencer Marketing or influencer innovation, ideally at an agency
- Deep knowledge of influencer marketing, social media, and digital marketing
- Demonstrated ability to build and maintain strong client relationships
- Experience managing remote or distributed teams
- Strong analytical and problem-solving skills
- Exceptional communication and interpersonal skills
- Results-oriented mindset with a focus on achieving key performance metrics
- High degree of integrity, empathy and focus on “doing the right thing”
- Willingness to take action in the face of unknowns and ambiguity – a bias for action
- Strong relationship-building skills with internal and external stakeholders
Our approach to compensation:
We take a market-based & data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-related factors.
Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On Target Earnings (OTE = base salary commission/variable) while for others it is structured as Salary only.
To comply with local legislation and ensure transparency, we share salary ranges on all job postings. Skills, experience and other factors help determine the final salary we offer which may vary from the original range posted.
Additionally, all permanent team members are granted stock options and are eligible to participate in various benefits plans as part of their overall compensation package.
Salary Range:
$150,000 - 170,000 USD plus bonus potential
Salary : $150,000 - $170,000