Head of Americas Client Services (US or Canada)

What you'll be doing:

Leadership & Management:
• Provide strategic oversight and leadership to the Client Services division, ensuring alignment with the company’s overall vision and goals.
• Directly manage Regional Vice Presidents, fostering a collaborative and high-performance culture across regions.
• Oversee the goal setting process and performance management of a 100+ person team, ensuring excellence in client services delivery
• Cultivate a coaching culture, strengthening capabilities and building a deep reservoir of expertise within the Client Services function.
• Serve as a key member of the Revenue and StackAdapt leadership team, contributing to company-wide strategy and decision-making.
Strategic Planning & Execution:
• Develop and implement a strategic roadmap for the client services organization, focusing on driving client value, satisfaction, retention, and growth.
• Drive the excellence of the department focused on strategic, data-driven approach, leveraging metrics and analytics to improve service delivery and client outcomes.
• Collaborate with other departments (e.g., Sales, Marketing, Product) to ensure a seamless client experience and alignment of goals.
Client Relationship Management:
• Build and maintain strong relationships with key clients, acting as an escalation point for critical issues and ensuring their long-term success and satisfaction.
• Develop and oversee client satisfaction and retention strategies, ensuring the consistent delivery of exceptional service across all regions.
• Represent the company in client meetings, presentations, and negotiations as needed.
Performance & Metrics Management:
• Establish and monitor key performance indicators (KPIs) for the client services division, ensuring that all teams are meeting or exceeding targets.
• Use data and analytics to drive continuous improvement in service delivery, client satisfaction, and operational efficiency.
• Report on departmental performance to the executive team, providing insights and recommendations for improvement.
Operational Excellence:
• Implement best practices and process improvements to enhance the efficiency and effectiveness of the client services team.
• Ensure compliance with company policies, industry regulations, and client agreements.

What you'll bring to the table:

• 15+ years of experience in client services, account management, or a related field, with at least 5 years in a senior leadership role.
• Proven track record in the AdTech space, with depth of knowledge in the industry landscape, upcoming challenges, and what being “world class” really means to us
• Deep experience and passion for people management, with a background encompassing leading large organizations with multiple management layers
• Strong analytical skills, with the ability to leverage data to drive decisions and improvements.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Demonstrated ability to think strategically and execute methodically.
• Deep data acumen and understanding, both leveraging the insights of the team and also getting hands on in spreadsheets and systems to get the context needed for key decisions
• Ambassador for a strong performance culture that values supporting others, acting with integrity, and focus on a growth mindset
• North America experience required; global experience a plus