Head of Client Services

A digital service firm is seeking a Head of Client Services to lead client relationships and project delivery for its digital agency portfolio. This role owns senior-level client accounts and manages the project management team, with a defined path to Director tied to demonstrated new business contribution.

CORE RESPONSIBILITIES

Client Relationships & Team Leadership

• Own senior-level client relationships across the portfolio, driving satisfaction, retention, and account growth
• Lead the project management team: one-on-ones, performance reviews, development planning
• Serve as escalation point for complex client issues

Project & Portfolio Oversight

• Oversee enterprise digital implementation projects, on time and on budget, using agile and waterfall as appropriate
• Set and manage client expectations, revising work plans as scope changes
• Coordinate with design and SEO leads on account-level delivery (dotted-line coordination, not direct people management)

Business Development, Support Track

• Support Sales on proposals and SOWs for existing-account expansion
• Participate in pre-sales conversations when client relationship context is useful
• Full new-client sourcing ownership and associated commission structure becomes available at Director level, once BD milestones are met

REQUIRED EXPERIENCE

• 7+ years in client services, project management, or account management leadership, preferably in a digital agency or professional services environment
• Demonstrated experience managing project managers or similar client-facing teams
• Experience managing enterprise-level website implementation projects
• Strong communication, presentation, and negotiation skills

NICE TO HAVE

• Experience with billing operations or financial reporting (this function reports to Finance/Ops, not this role, but familiarity is a plus for cross-team coordination)
• Familiarity with CMS platforms (Drupal or similar), e-commerce frameworks (Shopify, Shopware), or PHP frameworks (Symfony). Training provided.
• Experience with Jira/Tempo, invoicing tools, or Google Analytics
• Prior direct experience sourcing new business

Remote, Monday through Friday. Occasional travel for client meetings or company events.