Associate Director, Client Services

Avenue Z•Miami, FL

10d•$75,000 - $80,000•Onsite

About The Position

The Associate Director, Client Services will serve as a senior strategic leader within the Client Services team, overseeing a portfolio of key client accounts and the Senior Associates who manage them. This role combines high-level client strategy, program oversight, and team leadership to ensure best-in-class delivery, client satisfaction, and sustainable growth across Avenue Z’s client base. Acting as a trusted advisor to clients and an escalation point for the internal team, the Associate Director will partner closely with the Director, Client Services to drive account health, identify and activate growth opportunities, and ensure operational excellence across multi-project and/or multi-service programs. This role carries a meaningful commission/quota component tied to retention, expansion, and overall portfolio performance.

Requirements

6+ years of experience in account management, client services, client strategy, or program/project management, ideally within an agency, consulting, or high-growth environment.
Proven experience leading client-facing teams or senior individual contributors, with a track record of developing talent and elevating standards.
Demonstrated ability to own executive-level client relationships, navigate complex stakeholder environments, and influence decision-making.
Strong strategic thinking and analytical skills, with the ability to translate client business objectives into clear roadmaps, scopes, and measurable outcomes.
Proven track record of meeting or exceeding revenue, retention, and/or growth targets, with comfort owning a commission/quota component.
Advanced communication, presentation, and negotiation skills, including experience handling escalations and conflict resolution.
Strong cross-functional collaboration skills, with the ability to influence without direct authority and drive alignment across internal teams.
Ability to work autonomously in a fast-paced, high-growth environment while managing multiple priorities and stakeholders.
Based in Miami, with the ability to be in-office at least 3 days per week.

Nice To Haves

Experience with CRM and account management tools (HubSpot or similar) preferred.

Responsibilities

Own a defined portfolio of high-value client accounts, ensuring alignment to client goals and Avenue Z’s strategic objectives.
Serve as a senior strategic partner to client stakeholders, leading or co-leading key meetings, quarterly business reviews, and strategic planning sessions.
Act as the primary escalation point for complex client issues, navigating challenges with composure and driving toward solutions that protect relationships and account health.
Partner with clients to identify and prioritize new opportunities (upsell, cross-sell, pilots, and new scopes) that drive measurable business impact for the client and revenue growth for Avenue Z.
Directly manage and mentor Associates providing clear expectations, coaching, feedback, and growth opportunities.
Support Associates in developing account plans, client roadmaps, and renewal/expansion strategies; review and approve scopes, proposals, and key client communications as needed.
Model and reinforce best practices for client communication, project management, and cross-functional collaboration, ensuring consistent quality across the portfolio.
Partner with the Director, Client Services and People Operations to support hiring, onboarding, and development of Client Services team members as the team grows.
Oversee multi-project and multi-service programs across the portfolio, ensuring timelines, budgets, and deliverables are met or exceeded.
Collaborate with internal teams (e.g., Strategy, Creative, Paid Media, Analytics, Earned/Owned Media) to ensure seamless, high-quality delivery and clear accountability.
Monitor account and program performance metrics (retention, NPS/CSAT, revenue, margin, utilization, etc.), proactively identifying risks and opportunities.
Contribute to the standardization and optimization of Client Services processes, playbooks, and tools to drive greater efficiency and scalability.
Own or co-own retention and growth targets for assigned accounts and team portfolio.
Partner with Revenue Operations and Finance to forecast revenue, track performance against plan, and ensure accuracy of pipeline and renewal data.
Support or lead the development of SOWs, renewals, and expansion proposals, ensuring they are strategically sound, financially viable, and clearly communicated.
Champion Avenue Z’s values and culture, fostering a collaborative, solutions-oriented environment within Client Services and across departments.
Partner closely with the Director, Client Services and other leaders to continuously improve the client experience, share learnings, and advocate for client needs internally.
Represent the Client Services function in internal initiatives or task forces focused on process improvement, innovation, or cross-functional alignment.