Permanent

Client Services Director

Posted on 12 March 23 by Sasha Taylor

  • Remote, Canada
  • $ - $
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Job Description

Turtle is a design company with a passion for strategic team building. We believe that great design is the result of highly skilled, creative, and adaptable teams. We combine our expertise in team building and in product design to tackle big problems and move our clients forward through the power of design. We believe our best work happens because our team truly believes in our values and brings them to work every day — so we find people who want to be a part of that too.


We are looking for a Client Services Director who can take on leading client relationships, program delivery, and the strategic direction of Turtle’s services.

As a Client Services Director, your job is to serve our clients and team by facilitating the success of ongoing client engagements. You will do this by providing leadership, strategic input and creative solutions to meet their product goals. You will also be responsible for managing and growing our team of producers. This includes providing the resources, support, and guidance necessary for them to deliver outstanding work.

To be successful in this role, you need strong strategic planning abilities and the ability to quickly build relationships with clients, understand their needs, and contribute to the assembly and capabilities of design teams. You also need the experience and expertise required to develop processes for vetting, identifying, and growing a client services team. You enjoy playing a role in providing the best possible service to your clients and strive to understand what it takes to set up a design team for success. Most importantly, you care deeply about the design process and have a passion for bringing a team together to create a meaningful product.

This position is remote in Canada only. Ideally, you can work within +/- 3hrs PST.



Responsibilities:

  • Partner with our clients to understand their brand and business while proactively identifying new opportunities to better serve their needs
  • Understand and maintain in-depth knowledge of all the work our teams are doing across accounts
  • Successfully oversee and manage our Producer team while ensuring all client needs and deliverables are met with the highest Turtle standard of quality
    • Conduct and document all 1-1 meetings, quarterly and annual performance reviews with producers
    • Manage and coach each direct report’s career growth and development through the use of our competency model
    • Assess individual abilities and understand their professional goals and interest; use this info to inform resourcing and utilization
    • Work with the people team on all staffing-related activities
  • Actively participate in winning new business and growing existing business
    • Drive proposal writing, team building and resourcing
    • Educate clients on Turtle’s services and advising clients on solutions
    • Collaborate with leadership and Design Director to resource and create custom design teams for our clients
  • Work very closely with the Design Director to build strong, long lasting relationships and deep understanding of our client’s business needs
  • Participate as needed "in the work" along with project teams - involved directly in early stages of projects, occasionally leading and directing a team on a key account
  • Ensure teams are set up to maintain focus on continuous high-quality execution through our design operations models, adaptable baseline processes and exceptional client management
  • Ensure both the team and client are onboarded to the highest quality and with ease
  • Own all operations/tooling for all new client and producer team onboarding and operations
  • Be actively aware of any issues that arise and assist to remove blockers and ensure the project team has what they need to move forward
  • Maintain reports, records, and team documentation to reflect department activities.
  • Ensure the Head of Product is regularly updated on programs and team statuses, successes, risks and issues


Qualifications:

  • Minimum 10 years of relevant industry experience with at least 3 years in people management
    • Preference given to those with agency and/or startup experience working with a cross-functional product team
  • Multiple years of experience delivering large scale design programs and all that comes with doing it
  • Knowledgeable; with a strong opinion, on the design operation process, current design operation methodologies, product management and user experience best practices
  • Expert level of facilitating teams through process change, solution-based workshops and ultimately the ability to pivot on demand
  • Eagerness to coach, develop and elevate team members using emotional intuition and coaching practices
  • Demonstrated strong leadership, team management and problem-solving skills
  • Strong communication skills; both written and interpersonally
  • Proven history of leading and growing a team of project managers, program managers or producers
  • Demonstrated history of delivering large-scale design programs with a strong bias toward action
  • Unparalleled attention to detail and quality
  • Proven change management practices, possessing the ability to adjust, adapt or rollout a process for an enterprise or startup company / big and small projects
  • Experience managing a remote team spanning numerous timezones
  • Proven ability to communicate with VP / C-suite level stakeholders and everyone in between
  • High EQ; Think first, speak second attitude


Nice To Haves:

  • Deep interests in Product Management, Design Ops, and Agile/Lean/SCRUM methodologies
  • Interested in thought leadership and creating resources like articles and guides
  • Experience leading strategic workshops
  • Have built and contributed heavily to project operating systems for design teams
  • Participated in usability/user testing experience
  • An active contributor to a teach-related community


Key relationships:

  • Reporting to: Head of Product
  • Will Report to you: Staff and Contract Producers
  • Collaborating with: Head of Design, Design Leads, Company Leadership

If you want to do some great work and make a huge impact in a growing company, then send us a message. We’re looking forward to meeting you!

Job Information

Rate / Salary

$ - $

Sector

IT/Software/Technology

Category

Design

Skills / Experience

Client delivery, product delivery, people management

Benefits

Not Specified

Our Reference

JOB-1053

Job Location