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 Info:

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.  Fiona has been called “revenue management for marketing”.

At Digible Inc. we love to celebrate our diverse group of hardworking employees – and it shows. We’re proud to say that for 2021 we are ranked #1 Top Workplace in Colorado AND #1 Workplace for “Best New Ideas”. 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 offer a full slate of benefits including competitive salaries stock options medical dental vision life and disability coverages 3 weeks vacation a 401(k) plan with match and paid parental leave.  We also offer some not-so-standard extra-fun benefits including our own DEX (Digible Employee eXperience) program that allows employees to use 20% of their workweek for charitable or other self-directed activities learning and development budgets and let’s not forget a dog-friendly office. :)

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

What We Do

Digible is a motley crew of energetic industry professionals who all share a passion for a common purpose: to transform the apartment marketing industry. We provide a comprehensive suite of digital marketing solutions including Paid Search & Social Geofencing and more. Our use of AI truly sets us apart Fiona is our groundbreaking predictive analytics platform and Fair Housing Compliance resource empowering our clients with data-driven insights to make more informed decisions improve performance and manage Fair Housing risks. We see ourselves as an extension of your organization focused on achieving the best results. Prioritizing quality transparency and innovation our passionate team is committed to reshaping the industry.

Why Work With Us

We’re ready and willing to take on the toughest of challenges in order to get the best results for our clients. But we’re also happy to just hang out and enjoy one another’s company...and maybe a tasty beverage or two. Either way we’re all in all the time.

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