Senior Director, Client Service

We’re passionate about designing and delivering transformative digital experiences for our clients and their customers. But what’s most important about us is that we have a diverse team of experts all dedicated to getting clients from goals to outcomes — and that’s where you come in.

The Sr. Director, Client Service is responsible for the day-to-day management of the client relationship. Acts as the primary contact and information conduit with the client and project delivery teams. The Sr. Director, Client Service establishes deep knowledge of key clients and their industry, becoming a trusted advisor. With client trust, a successful candidate listens and advises clients on solutions that will help move their business forward.

This role will also guide internal teams who develop creative solutions that meet client needs, expectations and budgets while balancing project scope and resource management.

Ideal Candidate will have…

• Bachelor's degree in a related field, highly preferred
• At least 15+ years of experience, in a client service role at an agency or consultancy, with proven growth responsibilities – consulting on technical solutions, customer experience, product, and data & analytics
• Healthcare, financial services, retail, or public sector industry experience preferred
• Can speak with authority and confidence when addressing clients and executive leadership
• Can "read between the lines" - ask the right questions to uncover a client's real needs or concerns and translates effectively for both the client and g2o internal team
• Proven experience at successfully meeting revenue targets driving teams with influence
• Is local to Columbus, OH and open to a hybrid work environment – spending time both in office and at client’s offices if necessary.

In this role you'll be...

Focuses on value realization for clients, alignment of efforts to customer strategy and overall G2O success across multiple engagements. Elevates G2O to a position as trusted advisor.

• Serves as main point of contact for key clients with large or multiple efforts in place
• Oversees day-to-day management of client projects – works with delivery teams to ensure on-time, on-strategy and on budget delivery
• Serves as escalation point to remove obstacles from project teams
• Anticipates needs and earns respect as trusted advisor and strategic partner
• Understands client’s industry and challenges - works to provide ongoing value-added strategies and POV with the lens toward client partnership
• Serves as champion to pull integrated activities together for moving the client’s business through road mapping, development, and launch
• Develops and grows client relationships across key stakeholders
• Builds budgets and ensures compliance of records integrity and agency policy guidelines
• Manages multiple projects within a common account or multiple clients
• Works with project manager and team to monitor, manage and provide frequent status updates on all activities, in addition to a monthly account report
• Works with line of business leader and operations leader to manage overall account revenue projections and project profitability
• Anticipates and resolves potential problems/issues and pulls in appropriate resources to solve those issues
• Works with the Business Development team, Line of Business leadership team and other domain leads to develop proposals, cost estimates, statements of work, etc.