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Director of Client Services
Knoxville, TN

About The Position

Baker Labs is an award-winning digital marketing agency in Knoxville, TN that helps build unique narratives for clients in the healthcare industry.

As the Director of Client Services, you will lead and develop a team of Account Strategists and Account Coordinators that oversee the day to day management of Baker's relationship with our clients. You will be a player/coach that both leads the team and leads specific accounts as needed. You will successfully lead the team to maximize engagement, meet delivery timelines, and create strong relationships with all customers and exceptional client experience.

Our team accomplishes this impact by focusing on our core values:

Craftsmanship - Details in all things, improvement daily, and excellence in all that we do.
Candidness - Be thoughtful and clear with our clients, and ourselves. 
Be Smart. Be Creative. - Be smart and to be creative as we solve problems


The Ideal Candidate

You are a seasoned leader, marketer, business professional and excellent people manager. You’ll guide multiple teams to create amazing work, drive a profitable business, maintain great team morale – and keep the client happy. The success of the entire team, client budget, profitability and work quality starts and stops with you. You’ll build a successful team around a client’s needs, skills and budget, always focusing on delivering excellence for your client.

Desired experience/skills:

Thrives in a demanding, fast-paced environment. Adapts quickly and drives results despite frequent and significant operational changes.
Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.
Excellent communication and presentation skills.
Strong client consulting/advisory skills - translate information into clear, impactful client communications (presentations, proposals, etc).
Proven creative problem-solving ability to identify, prioritize and resolve key project and partner issues.
Proven ability to think outside of the box to reach business development goals.


Responsibilities include:


Oversees timeline development and is accountable for meeting customer deadlines.
Effectively manage, mentor, and develop team members through goal setting, collaboration, training, ongoing feedback, structured reviews, and other career development opportunities.
Defines goals, success metrics, and client success best practices with each team member.
Constantly looks for ways to enhance the service offering, and consistently evaluates the value of current services that are delivered to customers.
Serve as a key escalation point for internal and external customers and is accountable for developing and communicating resolutions.
Build account level and department wide strategies focused on what deliverables are needed to increase client retention and reduce churn.
Contributes to company’s evolution - i.e. knowledge sharing, best practices, succession planning.
Motivates people, works and leads in a team environment and has experience in developing strategic marketing plans. Ensure effective communication and promote a sense or participation and involvement.
Surface key trends and insights back to our client teams along with recommendations for action.
Strong marketing, communication, technology experience and orientation.
Author strategic documents & briefs, distill research into actionable insights, and offer strategic points of view and unexpected jumping off points that lead to creative and business opportunities.
Agile and pragmatic, with the ability to handle multiple priorities in a fast-paced environment.
Strong passion for problem solving and do-whatever-it-takes mentality.

This is a full-time position reporting directly to senior leadership. Our office is located in historic North Knoxville, and team members may work from it, or remotely up to three days a week along with other great benefits including paid time off, company matched 401K retirement plans, gym membership and continuing education opportunities.

Our growing team is passionate about delivering creative solutions that meet the needs of our clients while exceeding their expectations.

Required experience/skills:

5+ years of management experience.
Proven track record for building and scaling customer success teams.
Bachelor's Degree (BA) from four-year college or university, or eight to ten years of related experience and/or training, or equivalent combination of education and experience.
Strong written and oral communication skills.
Strategic, analytical, and critical thinker.
Strong business and finance acumen.
Self-starter and highly motivating leader.
Strong analytical and reporting skills.
Possess clear leadership qualities that inspire and positively motivate staff.
Ability to become an expert in articulating the company’s value proposition, competencies, major content areas, and offerings.
Strong client interface skills.


Next Steps

To apply, you may fill out the form on this page or send your resume and optional cover letter to: renee@bakerlabs.co. Please put the following in the subject line: Director of Client Services - Knoxville Office.