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NorthWing Digital · 1 day ago

Director of Client Services

Hopkins, MN

Full-time

Hybrid

Lead/Staff, Director/Executive

5+ years exp

NorthWing Digital is a full-service digital marketing agency helping businesses grow through performance-driven websites, paid media, and SEO. The Director of Client Services oversees the client experience across all accounts, ensuring exceptional delivery, strong relationships, and measurable results while leading the Client Services team and supporting cross-department collaboration.

Marketing & Advertising

Responsibilities

Lead, mentor, and develop the Client Services team, ensuring clarity, accountability, and continuous improvement

Conduct regular 1:1s, quarterly conversations, and departmental L10s

Set expectations for communication standards, responsiveness and documentation

Support hiring, onboarding, and capacity planning for the Client Services team

Own the overall client lifecycle for clients — onboarding, ongoing delivery, and relationship growth

Establish and maintain high standards for communication, transparency, and proactive problem-solving

Serve as an escalation point for strategic questions, delivery challenges, or client concerns

Monitor client satisfaction indicators and ensure issues are resolved quickly and professionally

Create and refine processes that improve clarity, efficiency, and client outcomes across departments

Partner closely with SEO, Paid Ads, and Web team leads to ensure smooth handoffs, aligned expectations, and consistent service delivery

Oversee workload distribution, bandwidth planning, and prioritization across Account Managers

Maintain and improve documentation, templates, reporting structures, and standardized workflows

Provide high-level support and direction on key accounts, especially those with complex scopes or strategic opportunities

Review and advise on quarterly strategies, roadmaps, and long-term client plans

Support additional opportunities and expanding client relationships responsibly and sustainably

Ensure services are aligned with client goals and internal capabilities

Contribute to departmental KPIs tied to client satisfaction, retention, delivery quality, and operational efficiency

Lead weekly L10s for the Client Services team and maintain to-dos, issues lists, and scorecard metrics

Collaborate with leadership on forecasting, resourcing, and cross-team alignment initiatives

Qualification

Client services experienceDigital marketing knowledgeTeam leadershipProcess developmentProject management toolsCommunicationConflict-resolution skillsAttention to detailStrategic thinkingProblem-solvingCollaborationClient focus