Global Client Services Director (CSD)

D.engage is a dynamic company specializing in SaaS digital marketing platforms, dedicated to empowering businesses globally with cutting-edge solutions. Our innovative approach harnesses data-driven strategies to optimize digital marketing efforts across diverse industries.

Position Overview:

As the Global Client Services Director (CSD), you will be instrumental in leading our client services operations worldwide. You will oversee a team responsible for delivering exceptional client experiences, managing key accounts, and driving customer success initiatives. This role requires a strategic leader with a deep understanding of SaaS platforms, digital marketing trends, and a passion for enhancing client satisfaction and retention.

Responsibilities:

Leadership and Strategy:

• Develop and execute the global client services strategy aligned with company goals and customer needs.
• Lead, mentor, and inspire a high-performing team of client services managers and specialists.
• Drive continuous improvement in service delivery processes to optimize client satisfaction and retention.
  
  

Client Relationship Management:

• Build and maintain strong, long-lasting client relationships with key stakeholders.
• Serve as the escalation point for critical client issues, ensuring prompt resolution and client satisfaction.
• Collaborate cross-functionally with sales, product development, and marketing teams to align client needs with company offerings.
  
  

Operational Excellence:

• Define and implement operational metrics and KPIs to monitor and improve service delivery efficiency and effectiveness.
• Establish standards and best practices for client onboarding, support, and ongoing engagement.
• Conduct regular performance reviews and provide feedback to the team for professional development and growth.
  
  

Customer Success and Expansion:

• Drive initiatives to expand revenue opportunities within existing client accounts through upselling and cross-selling.
• Champion customer success programs to ensure clients achieve their business goals and maximize the value of our solutions.
• Analyze client feedback and market trends to identify opportunities for product enhancement and innovation.
  
  

Requirements

• Proven experience (10+ years) in a senior client services or account management role within the SaaS industry, preferably in digital marketing platforms.
• Demonstrated success in managing global client relationships and driving customer satisfaction and retention.
• Strong Technical Background
• Strong leadership skills with the ability to motivate and develop teams in a fast-paced startup environment.
• Should have upsell and cross-sell expertise.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders at all levels.
• Strategic thinker with a data-driven approach to decision-making and problem-solving.
• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA or equivalent preferred.
• Proficiency in English
  
  

Benefits

• This is a full-time position.
• Competitive salary
• Remote jobs, however, sometimes require travelling based on business needs.
• Professional growth opportunities in an inclusive company culture.
• Opportunity to shape the future of digital marketing technology and drive global business impact.
  
  

Join us in revolutionising the digital marketing landscape. If you thrive in a challenging, collaborative environment and are passionate about delivering exceptional client experiences, we want to hear from you. Apply today to embark on a rewarding career journey with us!

Dengage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.