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Global Head - Client Services

About Twitch

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on LinkedIn , Twitter and on our Blog .

About the Position

The Global Head of Client Services is responsible for providing both strategic and tactical leadership for a portfolio of Twitch’s advertising business. They serve as the senior partner and confidant for clients as well as internal cross-disciplinary teams to ensure quality of relationship and work product.

The Global Head of Client Services will manage a team across the world including Client Service Managers who are responsible for day-to-day account operations and relationship management. They consistently demonstrate excellent team management skills and operational/business management capabilities in order to drive successful engagements.

This role will be a valued contributor to the development of existing and future service offerings by representing a qualified and strong voice of the customer inside the organization. Success will be measured by customer service survey results, revenue growth and retention from existing customers, and reducing the value of makegoods.

Responsibilities

• Team Leadership: Develop sound business practices built around strategy; goal setting; hiring/mentoring; advising and training. Foremost responsibility is achievement of team revenue targets. Lead advocate in coordinating internal resources for the preparation and delivery of client-centric product solutions.
• Client Relations: Trusted advisor with ability to manage client expectations throughout the duration of client engagement. Strategize and develop best in-class practices to effectively create, communicate and deliver customized sales opportunities that address the client’s compelling events and help drive incremental sales growth. Retain existing clients by ensuring high satisfaction and quality.
• New Client Onboarding: Effectively facilitate day-to-day management of accounts both internally and externally. Build relationships with key marketing and media decision makers within client organizations, while understanding landscape and gaining account penetration.
• Revenue Acceleration: Drive team oriented revenue growth through highly-focused sales and development strategies. Establish best practices and drive team to substantial account revenue growth on YoY basis. Accountable to Client Development team and senior leadership for all client retention and performance-based upselling initiatives.

Requirements

• 10+ years experience as a leader within account management, account growth, and leadership of cross-functional teams to develop approaches and targets that meet the business goals of our clients. Managing and hiring across global regions a plus.
• Ability to assess client objectives and formulate communications strategy directly to those client objectives within video advertising.
• Ability to develop overall engagement strategy and work with department heads and project teams to execute plans.
• Ability to identify needs that the client may not recognize and ensure that approaches and solutions are linked to objectives and future needs.
• Experience working with engagement teams to ensure account work is projected accurately and effectively and efficiently planned and staffed with all deliverables are prioritized accordingly.
• Ability to push internal teams to deploy scarce resources carefully for maximum impact, and motivate teams to deliver high quality work output.
• Strong presentation, verbal and written skills as well as proven ability to develop well-positioned and thoughtful documents and presentations.
• Strong proficiency in SalesForce and Asana
• BA/BS with strong academic record
• Travel will be required

Bonus Points

• Deep knowledge of media and advertising, the gaming industry and Twitch

Perks

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Commuter Benefits
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
• Breakfast, Lunch & Dinner Served Daily
• Free Snacks & Beverages

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.