Client Services Director
RemoteGermany, Berlin, BerlinMarketing
Hype is the leading community management & marketing agency for blockchain projects with 90+ employees across 30 countries. We help leading blockchain organizations supercharge their growth.
We are embarking on a structured plan for agency hypergrowth and have built a confident but realizable plan to expand our customer footprint and the value delivered to each and every client.
We aim to achieve excellence for our existing and future clients by bringing our differentiated value proposition to market and are seeking exemplary client services professional to create, build and grow a client services function focused on servicing, retaining and developing our existing and future client base.
As the senior member of the Hype leadership team, you will lead and/or oversee engagements for our Web3, crypto and blockchain client base, identifying and quantifying their business problems related to our core services offering. Then subsequently working with our global team to create impactful solutions addressing their underlying issues and helping them achieve their business goals.
This is a hugely exciting and unique opportunity for a seasoned, proven and results driven client services professional to take their first leap into the Web3 and blockchain marketing space. Being a pioneer in our sector as it moves from a niche and secretive past towards a mainstream mainstay of global finance and culture.
Qualifications, skills and experience
Minimum of 5 years experience retaining and expanding client accounts through value based solutions
Demonstrable evidence of track record of client services success in the digital, marketing, consulting or other professional services environment
Understanding and ability to evidence the use of data and insight as a lever and differentiator in sales opportunities.
Demonstrated Client Services success – track record of exceeding targets; reduced churn, recognition amongst peers, awards
Track record of building relationships with senior line-of-business and digital Marketing, executives and management within an entrepreneurial, well-funded start up or scale up environment.
Passion for working with emerging technologies and a desire to deeply understand and demonstrate Hype’s skills and functionality, use cases, as well as business and technical elements
Excellent communication (written and verbal), interpersonal and presentation skills
Experience with, and effective execution of, a complex, value-based account development or sales process
Experience working in a fast-paced, high growth company where change is a constant
Highly driven individual with an exemplary work ethic
Able to function independently, as well as collaboratively with Hype team members
Passionate about developing and delivering exceptional outcomes and results for clients.
Desirable but not essential – some knowledge or experience of working within the blockchain, NFT, Crypto or DeFi space.
A strong desire to quickly understand and grow high level knowledge of our industry
Location: Anywhere, working remote
Reporting to: Managing Director
Direct Reports: None yet but plan to build team
Besides a great work environment and the opportunity to change the world, we offer a competitive salary of upto $120,000, an open ended commission scheme (with an OTE of $180,000) as well as benefits, and plenty of Hype perks.
Other perks include:
Access to our equity/equity options pool.
Remote-first, welcome in our Berlin office anytime.
$100/mo self-development or wellness budget.
$1000 home office onboarding bonus.
25 days vacation, plus sick days.
We have a policy of everyone being able to choose 5 public holidays that matter to them. It could be Christmas, it could be Eid, it could be Diwali.
The person who is successful in this role has the opportunity to potentially become the leader of the Client Services function as it grows. The agency aspiration is to double the agency year on year for the next three
We very much value diversity, and are proud to be an inclusive, equal opportunity workplace. We are excited by underrepresented talent.
Responsibilities will include:
- Ensure solid retention of key clients through effective client management;
demonstrating value, build, elevate and leverage relationships to ensure Hype is always focused on supporting clients to achieve their strategic business goals.
- Identify, qualify and create new opportunities by:
Leading targeted campaigns into our client base consisting of successful growth-stage blockchain projects (many in the top 100), and deliver on the growth aspirations of both the client’s and Hype’s business.
Execute a value-based account development process focussing, identifying client business pain, the development of need, and the subsequent qualification and formulation of value justified business cases for the Hype core propositions
Analysing and proactively target the influencers and powerbase within a prospect, navigating the internal hierarchy to influence the powerbase in order to maximise the opportunity for Hype.
Drive and manage the upsell process from initial prospects to closed and monitor throughout servicing and delivery.
Effectively manage and accurately forecast upsell opportunities, using critical metrics that predict upsell success.
Manage the commercial offer with the client to ensure value for money whilst meeting or exceeding the financial hurdle rates of the Hype business.
Active engagement and participation in specific events as well as active productive client and industry networking.
Track all relevant sales activity using the company's CRM platform.
Achieve weekly and monthly KPIs’ as defined by the business.
Maintain a high level of productivity, manage multiple competing priorities and timezones, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.