Blackbird.io is a fast-growing B2B SaaS (iPaaS) company dedicated to creating the best workflow orchestrator for content-centric industries (localization/translation, digital media/marketing). We're looking for an experienced Director of Client Relations to join our team and help drive customer satisfaction, retention, and growth.
Job Summary:
The Director of Client Relations will oversee and lead all activities related to client services and customer success, ensuring high levels of customer satisfaction and client retention. This role is responsible for developing strategies to enhance client relations, maintaining relationships with key accounts, and acting as a bridge between clients and Blackbird. The Director will work closely with various Blackbird teams (product, development, UX, support, marketing) to ensure smooth communication and that the clients’ needs are being met effectively. This position requires a high level of leadership, communication, and analytical skills to foster relationships and contribute to Blackbird's growth.
Key Responsibilities:
- Client Strategy Development: Develop and implement client retention strategies and initiatives to ensure long-term client engagement and satisfaction.
- Relationship Management: Maintain relationships with high-value clients, acting as the main point of contact to resolve issues, provide support, and understand their evolving needs.
- Client Onboarding and Engagement: Oversee the onboarding process for new clients to ensure they receive proper introductions, training, and support during the initial phase of partnership.
- Collaboration Across Teams: Coordinate and communicate with internal teams (Sales, Product, Marketing, UX, Support) to ensure clients’ expectations are met and exceeded.
- Customer Feedback & Insights: Collect, analyze, and act on client feedback and data to continuously improve client service and company offerings.
- Problem Solving: Address any client concerns or complaints in a proactive, timely, and professional manner, escalating when necessary.
- Client Retention & Satisfaction: Monitor client satisfaction metrics, identify trends, and implement changes to improve client retention and loyalty.
- Team Leadership: Lead and mentor the client relations team, fostering a culture of client-centricity and continuous improvement.
- Reporting & Analytics: Regularly report on key metrics such as client retention rates, client satisfaction scores, and the performance of the client relations team.
- Budget Management: Develop and manage the department's budget, ensuring efficient allocation of resources.
- Business Development Support: Assist with business development initiatives by identifying potential upsell/cross-sell opportunities and expanding client relationships.
- Marketing: Be involved with various forms and channels of marketing, including events/conferences, digital and social media, thought leadership, educational campaigns.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field (Master's degree preferred).
- 7+ years of experience in client relations, customer success, or account management, with at least 5 years in a leadership role.
- Strong understanding of customer relationship management and marketing.
- Proven track record of maintaining strong client relationships and driving client retention and satisfaction.
- Excellent communication, negotiation, and interpersonal skills.
- Strong leadership abilities with experience managing and mentoring teams.
- Strategic thinker with the ability to translate data and feedback into actionable insights.
- Experience working across cross-functional teams and leading client-focused initiatives.
- Ability to work in a fast-paced environment and manage multiple projects simultaneously.
- Problem-solving skills with a solutions-oriented approach.
- Ability to travel as needed to meet with clients and stakeholders.
Preferred Skills:
- Experience in language industry and language technology
- Familiarity with workflow automation and orchestration tools
- Multilingual capabilities are a plus
- Experience in project management or business development
Benefits:
- Competitive salary and bonus structure
- Stock options (equity compensation)
- Professional development and training opportunities
- Paid time off and holiday benefits
- Flexible work arrangements
