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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 a team of Account Managers to ensure exceptional client satisfaction, retention, and campaign success.
You will be responsible for driving key performance indicators 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.
Jumpfactor's 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. 6+ years experience in an agency environment, with 3+ years hands-on account management (must have)
Min. 2+ years recent management of Account Managers or other client-facing team members, with team sizes of 5+ direct reports preferred (must have)




Proven history of achieving clear KPIs and revenue targets through client retention, upsells, cross-sells, and churn management for at least 3 years
Demonstrated experience in developing Account Managers to high levels of performance based on clear KPIs and targets
Have experience building a high-performance account management team in a scaled agency environment with tangible KPIs and growth
Strong understanding of recurring retainer-based client service models and long-term account management
Well versed in SEO, inbound marketing, content, social, web development, email automation, paid media, and design
You love people management and consider it a passion
Must be extremely organized, detail oriented, disciplined, and resourceful
Proven experience in team member coaching and performance management
Highly systems focused with experience in developing SOPs, KPIs, and scalable processes
Exceptionally strong in client relationship skills and account / sales strategy
Familiarity with Traction EOS or Rockefeller Habits is a major asset
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 processesTrain 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.
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Postúlate en Kit Empleo: kitempleo.com.ar/empleo/nfzik

📌 Director Of Client Services (Moreno)
🏢 Jumpfactor Marketing
📍 Moreno