Client Services Manager

Job description

#### ## Client Services Manager Digible, Inc. is looking for a **Client Services Manager** to join our team! The Client Services Manager is responsible for leading, growing, and developing a high-performing team of 6-8 client service professionals, driving process innovation and strategy, while ensuring every client receives best-in-class experience that upholds our Digible standards. **Company Overview** Privately owned and operated, Digible was founded in 2017 with a mission to bring sophisticated digital marketing solutions to the multifamily industry. We offer a comprehensive suite of digital services as well as a predictive analytics platform, Fiona, that is the first of its kind. **About Digible** At Digible, Inc. we love to celebrate our diverse group of hardworking employees – and it shows. We pride ourselves on our collaborative, transparent, and authentic culture. These values are pervasive throughout every step of a Digible employee's journey. Starting with our interviews and continuing through our weekly All Hands Transparency Round-up, values are at the heart of working at Digible. We value diversity and believe forming teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds and different industries to apply. Come join us and find out what the best work of your career could look like here at Digible. **Digible’s Core Values:** - Humility - Authenticity - Focus - Happiness - Curiosity **Digible’s Purpose** To be a role model for employee culture and a catalyst for progressive change. **You’ll love this job if you:** - Thrive on building and leading high-performing teams through mentorship, structure, and accountability - Are data-driven and enjoy managing KPIs that drive performance, efficiency and growth - Excel at problem-solving, navigating complex client dynamics, and maintaining composure under pressure - Embrace process improvement and love designing scalable, efficient strategies that support rapid growth - Can balance client work with bigger-picture thinking to support department and company-wide initiatives - Are a team player and naturally think “we” instead of “I” - Enjoy data analysis and diving into the weeds when needed, while knowing when to zoom out for strategic impact - Are a highly organized individual and pride yourself on keeping track of small details - Lead with curiosity, humility, and authenticity, modeling the values that make Digible unique - Have an insatiable appetite for learning and self-improvement and are striving to be the best version of yourself **What you’ll do:** - Lead, coach and develop a team of 6-8 account managers focused on delivering high-quality client service to enterprise and strategic accounts - Foster a culture of accountability, collaboration, and continuous improvement through ongoing mentorship, coaching, regular 1:1s, and meaningful feedback. - Oversee team operations and manage to key performance metrics - Partner cross-departmentally with internal teams to align account strategies and deliver performance excellence - Lead quarterly department initiatives that advance operational efficiency, client outcomes, or service innovation. - Work selflessly with other departments to provide the best client experiences - Develop and implement scalable workflows and playbooks to enhance efficiency and ensure a consistent client experience across the department. - Build and maintain trusted relationships with corporate client contacts, driving strategic communication across the team, issues escalations, and manage account-wide initiatives. **How success will be measured:** - Retention % on assigned portfolio: ≥96% - Revenue per FTE: TBD - Escalation resolution time: <10 hours - Team engagement score: >7 - Response time SLA: <5 hours - Portfolio Growth Goal: TBD% While this job description outlines the core expectations of the role, it’s not a full list of everything you’ll do at Digible. We believe in leaning in — hitting your key goals, sharing insights, and finding new ways to elevate performance, process, and client success. You should have: - 6+ years of relevant experience in a customer facing role - 2+ years of digital agency experience - 1 - 3 years of leading high performing teams - Multifamily/Senior Living/Student Housing Experience a strong plus - Possess superb communication skills, the ability to learn quickly, a growth mindset, and a values-driven personality. Pay, perks and such: - Annual Salary of $95k - $125k - 4-Day Work Week (32 Hour Work Week) - WFA (Work From Anywhere) - We offer 3 weeks of PTO as well as Sick leave, and Bereavement. - We offer 11 paid holidays - 401(k) + 5% employer match - 75% employer paid health benefits, including Medical, Dental, and Vision. - We provide $75/ month reimbursement for Physical Wellness - We provide $75/ month reimbursement for Mental Wellness - $1000/year travel fund for employees who have been with Digible 3+ years - Monthly subscription for financial wellness - Dog-Friendly Office - Paid Parental Leave - Company Sponsored Social Events - Company Provided weekly lunches and snacks for in office employees - Employee Development Program ##### HEADS UP! We believe in transparency throughout our hiring process. To help us ensure a great fit, we'll ask you to share a few professional references during the hiring process who can speak to your experience and skills. It’s all part of our commitment to open, honest communication and our core values: Focus, Authenticity, Humility, Curiosity, and Happiness.