Director of social services Jobs in Toronto, ON

Overview

Jumpfactor is an award-winning, 8-time Growth500 Fastest Growing Agency in Canada. We are a dynamic, fast-paced, and highly specialized digital marketing agency focused on helping Managed Service Providers (MSPs) and B2B tech companies achieve massive growth. With over $1.6 Billion in client revenue generated, we are recognized globally as a top-tier MSP growth expert.

ROLE OVERVIEW :

As the Director of Client Services, you will lead and oversee Senior Account Managers and their teams of Account Managers to ensure exceptional client satisfaction, retention, and campaign success. You will be responsible for driving KPIs across client relationships, revenue growth, and operational excellence. You will be accountable for enforcing client service KPIs, adherence to processes and cadences, and ensuring the performance management framework is consistently applied across the department. Acting as the final escalation point for client issues, you will champion innovation, uphold core values, and contribute to strategic planning to continuously elevate client services and business outcomes. This leadership position offers substantial growth potential within the organization.

CORE VALUES :

Be STRATEGIC, Be PASSIONATE, Be TENACIOUS, Maintain INTEGRITY.

WHY EMPLOYEES LOVE JUMPFACTOR :

Very competitive compensation package.

You will work with a very skilled international team.

Endless growth opportunities and career advancement.

Performance-based bonuses that recognize your impact.

Access to paid training, courses, events, and conferences.

Enjoy paid social events that foster team camaraderie.

Engage in weekly learning programs to stay ahead.

Harness state-of-the-art technologies and tools for excellence.

WHO YOU ARE :

Min. 8+ years experience w / 4+ years hands on account management (must have)

Min. 4 years recent management of team sizes of 7+ direct reports (must have)

Proven history of achieving clear KPIs and revenue targets via upsells, and churn management, for at least 4 years

Demonstrated experience in developing Account managers to high levels of performance based on clear KPIs and targets

Have experience in building a high performance team that has scale with tangible KPIs and growth in an 8-9 figure revenue environment.

Well versed in SEO, inbound marketing, content, social, & web development, email automation, paid media, design

You “love” people management and consider it a passion

Must be extremely organized, detail oriented, disciplined & resourceful

Proven experience in team member coaching & performance management

Highly systems focused with experience in developing SOPs & KPIs

Exceptionally strong in client relationship skills and account / sales strategy

Familiarity with Traction EOS or Rockefeller habits is a major asset

Experienced in an Agency environment is a major plus

Roles and Responsibilities :

Client Relationship & NPS

Oversee and optimize the client relationship approach executed by Account Managers

Guide and support Account Managers to build and maintain strong client relationships

Ensure the team maintains a portfolio NPS target score

Set & achieve targets for capturing client testimonials annually and review progress

Analyze client feedback trends at a portfolio level and direct continuous improvement

Ensure escalations are handled promptly to protect and enhance client loyalty

Guide AMs to resolve client concerns quickly, escalating strategically when needed

Account Retention & Growth

Own the client churn and retention strategy, maintaining quarterly churn below target

Set and monitor account MRR growth, and churn targets per quarter per AM

Lead the development and enforcement of structured upsell, cross-sell, and renewal processes

Train and coach Account Managers to boost revenue and retention

Collaborate with leadership on strategic account planning and portfolio growth initiatives

Ensure new client referral rates meet established targets consistently

Campaign ROI

Define and oversee ROI targets for campaign performance to meet client objectives

Ensure CPL and MCAC remain within target goals for each client

Regularly review campaign effectiveness metrics to guide strategy adjustments

Client Support & Product Adoption

Ensure client support meets ticket resolution and response time targets

Collaborate cross-functionally to resolve client issues and improve support experience

Address escalated client complaints and ensure root cause resolution

Drive AM accountability for client adoption of community, coaching, courses, RTB follow-ups, and content

Drive accountability through AM team to ensure proper client adoption rates of training, and tools; to ensure max value is obtained for clients, and retention for company

Monitor product adoption KPIs and take strategic action to increase client usage

Drive systems and process adherence across account managers

Set and drive cadences for data, coaching and reporting daily

Oversee team productivity metrics : activity scores, deal accuracy, and data integrity

Provide 1-1 and group coaching daily to ensure high performance and efficiency

Own culture and engagement of direct reports, aiming for a strong team eNPS

Foster strong alignment with company values to promote accountability and retention

NEXT STEPS :

If you are excited about this opportunity and possess the necessary qualifications, we invite you to apply. Successful candidates will undergo a series of assessments to further evaluate their potential.

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