Head of Client Services

Summary

Join StackAdapt as the Head of Americas Client Services, leading and managing a 120+ person client services division across the Americas. You will provide strategic oversight, directly manage Regional Vice Presidents, and oversee goal setting and performance management. This role requires developing and implementing strategic roadmaps, building strong client relationships, and establishing key performance indicators. The ideal candidate will have 15+ years of experience in client services, with at least 5 years in a senior leadership role, a proven track record in AdTech, and strong analytical and communication skills. The position reports to the SVP of Global Client Services and can be located anywhere in the US or Canada.

Requirements

• 15+ years of experience in client services, account management, or a related field, with at least 5 years in a senior leadership role
• Proven track record in the AdTech space, with depth of knowledge in the industry landscape, upcoming challenges, and what being “world class” really means to us
• Deep experience and passion for people management, with a background encompassing leading large organizations with multiple management layers
• Strong analytical skills, with the ability to leverage data to drive decisions and improvements
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
• Demonstrated ability to think strategically and execute methodically
• Deep data acumen and understanding, both leveraging the insights of the team and also getting hands on in spreadsheets and systems to get the context needed for key decisions
• Ambassador for a strong performance culture that values supporting others, acting with integrity, and focus on a growth mindset
• North America experience required; global experience a plus

Responsibilities

• Provide strategic oversight and leadership to the Client Services division, ensuring alignment with the company’s overall vision and goals
• Directly manage Regional Vice Presidents, fostering a collaborative and high-performance culture across regions
• Oversee the goal setting process and performance management of a 100+ person team, ensuring excellence in client services delivery
• Cultivate a coaching culture, strengthening capabilities and building a deep reservoir of expertise within the Client Services function
• Serve as a key member of the Revenue and StackAdapt leadership team, contributing to company-wide strategy and decision-making
• Develop and implement a strategic roadmap for the client services organization, focusing on driving client value, satisfaction, retention, and growth
• Drive the excellence of the department focused on strategic, data-driven approach, leveraging metrics and analytics to improve service delivery and client outcomes
• Collaborate with other departments (e.g., Sales, Marketing, Product) to ensure a seamless client experience and alignment of goals
• Build and maintain strong relationships with key clients, acting as an escalation point for critical issues and ensuring their long-term success and satisfaction
• Develop and oversee client satisfaction and retention strategies, ensuring the consistent delivery of exceptional service across all regions
• Represent the company in client meetings, presentations, and negotiations as needed
• Establish and monitor key performance indicators (KPIs) for the client services division, ensuring that all teams are meeting or exceeding targets
• Use data and analytics to drive continuous improvement in service delivery, client satisfaction, and operational efficiency
• Report on departmental performance to the executive team, providing insights and recommendations for improvement
• Implement best practices and process improvements to enhance the efficiency and effectiveness of the client services team
• Ensure compliance with company policies, industry regulations, and client agreements

Benefits

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