Posted on November 5, 2020

VP, Client Services (Remote)

SmartBug Media


  • Job type: Full-time
  • Hiring From: United States
  • Salary:
  • Category: Sales & Marketing
  • Workforce Planning Strategic decision-making People Management Inbound Marketing Strategy Marketing Strategy Email & Marketing Automation Project Management ERP / CRM Software SEO Content Marketing

Position Overview:

The VP of Client Services will lead SmartBugs client services and consulting practice and will be intensely focused on delivering world-class results for our clients as well as growing and developing the most talented marketing team in the HubSpot agency ecosystem. 

In this role, the VP of Client Services is a proven senior marketer, passionate client advocate, and inspirational coach and mentor to a 50+ team (and growing) of marketing and client service professionals. The role is a key member of SmartBugs executive leadership team and will be an integral contributor to SmartBugs long term strategic growth plan. The VP of Client Services will also be SmartBugs lead client service executive collaborating with the VP of Sales and Marketing to continue to build the SmartBug brand and strengthen our relationship with HubSpot – as an Elite Partner and the highest-rated Hubspot agency in the world. 

The VP of Client Services will be focused on delivering the following:

  • Client satisfaction (results, retention, awards, reviews)
  • Employee retention and development
  • Revenue attainment
  • Customer growth and profitability

The Day-to-Day: 

  • Leadership 
    • Serve as the voice of SmartBugs Hubspot customers consulting team on the leadership team
    • Play a key role in developing our services and organization roadmap
    • Serve as a leader, manager, and mentor of the Client Services team
    • Work closely with department heads to ensure visibility to support required to deliver world-class consulting
    • Establish, support, and deliver annual and quarterly goals for SmartBug and the client services team
    • Be the example of SmartBugs values, customer-centricity, and build a positive and productive team spirit
    • Be a forward-thinking marketer and remain on the cutting edge of digital and inbound marketing and translating knowledge to the overall client services team
  • Client Success
    • Ensure that SmartBugs portfolio of 100+ clients meet their sales, marketing, and ROI goals
    • Deliver consistent, world-class quality across services, marketing automation, and other technology
    • Define the service offering required to meet customer needs and fulfill strategic growth
    • Ensure clients see SmartBug as an indispensable partner in their growth and that each receives a 5-star customer experience
    • Build and expand client relationships within each clients sales, marketing, and executive organizations
  • Revenue Growth
    • Partner with the client services team to organically grow client revenue, retention, and LTV
    • Partner with sales and marketing to identify new areas of services via the voice of the customer
    • Establish and delivery effective bill rates for each client account
    • Collaborate with strategic partners to help clients enhance their martech stack
  • Team Development
    • Manage a growing team of 40+ marketers (from associate level to senior level)
    • Responsible for the development, growth, retention, and overall performance of the  client services team
    • Manage and guide performance and performance expectations of the client services team for each client account
    • Mentor and grow careers of client services individuals to create a strong and compelling growth path
    • Build a training plan for the skills growth of the team
  • HubSpot Partnership 
    • Serve as the face of SmartBug from a client success perspective and build strong relationships with key HubSpot leaders
    • Communicate SmartBug successes to key stakeholders within HubSpot and the broader HubSpot ecosystem
    • Disseminate HubSpot features and their application internally and conduct training to ensure best practices applied across clients
    • Ensure SmartBug has all applicable certifications and accreditations that maximize our relationship with HubSpot
  • Delivery Process
    • Build and refine client-facing agency process across the service portfolio
    • Ensure service integration with specialist teams including web development, creative, paid media, PR, and implementation

Experience and Education Requirements:

  • Authorization to work in the U.S. without employer sponsorship is required
  • B.A. or B.S. degree is required
  • 12+ years digital marketing experience, building complex multi-channel digital and content marketing campaigns
  • 7+ years in a senior management role with a digital marketing agency, responsible for client success and leading large teams of at least 20 professionals 
  • 7+ years hands-on experience with HubSpot; Marketo and other platforms a bonus
  • Substantial knowledge of HubSpot software, HubSpots key executive team and the broader HubSpot ecosystem
  • Demonstrates strategic thinking and independent management skills
  • Solid business acumen, management, and problem-solving skills
  • Proven experience finding, analyzing, and assimilating market and customer data into marketing strategies
  • Adept at balancing the art (creativity) with the science of marketing (data and technology) to execute innovative marketing strategies for SmartBug clients
  • Working knowledge and experience with capabilities of a full-service agency, including web development, creative development, project management, search engine optimization, paid media, Martech integrations including CMS platforms (WordPress etc) and CRM systems (Salesforce etc)
  • Excellent communication skills and experience partnering with executive-level clients, stakeholders and/or team members
  • Empathetic and inspirational people leader with innate and unique ability to motivate and grow people to achieve their very best
  • Experience with remote work and teams, in similar role, preferred
  • Proficiency in Microsoft Office and Google Suite

Our Extensive Employee Benefits Program Includes:

  • Generous compensation package with performance incentives
  • Health insurance with company contribution
  • Paid maternity and paternity leave
  • Paid vacation
  • Paid time off
  • 401(k) with employer matching
  • Flexible spend plan
  • Company-funded short-term disability and life insurance
  • Long-term disability
  • Annual leadership conference, SmartBugapalooza
  • Training budget
  • The flexibility of working remotely
SmartBug Media is a fully remote globally recognized Intelligent Inbound marketing agency that assists businesses in growing revenue through content marketing, sales enablement, web development, marketing automation, and PR. For over 10 years, SmartBug has helped businesses increase qualified leads, close customers, and enhance the reach and loyalty of their brands. We are a 100+ person remote company that believes you shouldnt have to compromise work/life balance in order to deliver great work, and we believe that you can do this from anywhere. SmartBug has been named to the Inc. 5000 4 times, Adweek 100 the last two years, and has won numerous Comparably awards for its culture and leadership. SmartBug is HubSpots highest-rated partner in the world.

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