About Shift Paradigm

Shift Paradigm is a client services business that focuses on implementing and activating technology and data to make sales and marketing work. Our people bring combined experience across technology, data & analytics, business strategy and campaign operations to accelerate our clients' businesses. We keep pace with change in modern marketing and technology in order to create both effective, scalable and future-proof solutions for our clients that span both the Fortune 500 list and emerging industry leaders. We have also built strong relationships with the world's most influential martech platforms and are key partners to them and their clients.

Overview

We’re looking for a leader of a high-impact enterprise account with a heavy focus on technology growth and retention in the campaign (email, SMS, in app messaging) marketing space. This role identifies complex process and data project opportunities and collaborates with IT, sales, and marketing counterparts to drive technical solutions for the client. In this role, you’ll be indirectly managing a large, cross-functional team focused on the development and support of the technology framework in partnership with the primary Director, Client Engagement, Managing Director and Principal.

As a Client Engagement Leader (CEL), you will be responsible for the success of all technology projects and initiatives that roll up into the client portfolio. CELs are the connective tissue leading the delivery and project management teams, orchestrating knowledge across multiple teams to ensure all areas of our business are working in tandem to deliver the highest quality of work while creating an exceptional client experience.

CELs deeply understand their client’s strategic roadmap and objectives and lead the project teams in achieving these outcomes. They leverage experience, critical thinking, and key internal resources to translate scopes of work into thoughtful, cohesive, strategic, and actionable plans that roll up to and service the client’s overarching objectives.

CELs are highly skilled at building deep relationships with clients and are the client’s primary point of contact and advocate throughout the project lifecycle. They collaborate with key internal stakeholders and SMEs to stay abreast of client success stories and big ideas. They use these client stories and ideas to challenge the status quo, retain clients and drive business development opportunities within their portfolio.

This role may be perfect for you if…

• Your desire to discover, collaborate and enable delivery teams for advanced technical solutions is strong.
• Your empathy is your super power. You deeply understand the goals, drives, and needs of both internal and client teams, and you always find a solution that meets the needs of both client and internal teams.
• When you fall down, you stand right back up! You don’t back down from tough conversations, and you find they make your relationships stronger.
• You write and speak for clarity, and you believe great communication is the cornerstone to a great client relationship. You are an active listener, hearing what is “not being said.” You aren’t scared to ask questions; you continually seek clarity and mutual understanding.
• You enjoy leading, enabling, and teaching teams. Even when team members aren’t formally reporting into you, you find yourself organically slipping into a position of leader and mentor.

Responsibilities

Lead the project, process, client and teams to achieve client and project goals

• Partner with key client stakeholders and contribute to the evolution and maturity of the client’s technology strategy, selection, and implementation approach
• Aid in identification of critical gaps within the client’s technology ecosystem and partner with Shift Paradigm technology strategists to define and pitch solutions to address the gaps
• Define and enable repeatable delivery processes to ensure consistent executional excellence of technology implementations
• Participate in developing and evolving delivery benchmarks to support increased scoping accuracy and project planning
• Oversee resource requirements, project assignments, and utilization across the technology implementation and support teams
• Oversee and assist in communication of delivery challenges, risks, issues, status, and solution paths to client
• Produce a positive client experience and project outcome satisfaction as measured by customer feedback
• Support the education, training, and onboarding of members of the AARP technology implementation and support teams
• Effectively, efficiently and iteratively lead the client technology engagements according to scope and client’s feedback, ensuring high quality results, experiences and outcomes.
• Be the day-to-day escalation point on decisions that impact the client relationship and/or project success, consulting with other key project stakeholders as needed.
• Guide a large, cross-functional team to meet client goals and project outcomes.
• Be a force for progress by steering conversations to resolution, removing blockers, and ensuring next steps are clear.
• Orchestrate knowledge between project teams to drive efficiency and cross collaboration across the entire client account
• Provide constant and iterative feedback to the team on all aspects of our delivery
• Coach and mentor project team members as needed to continuously raise the bar on our client delivery standard

Lead the client relationship, experience, and expectations

• Own primary client satisfaction: Develop strong relationships with your primary client contacts and keep a pulse on relationship health of those owned by your team
• Proactively manage client expectations and act with urgency when changes are required.
• Effectively own and navigate client issues and escalations to satisfactory and timely resolution.
• Surprise and delight your clients by anticipating their needs at the individual, group, and organizational level

Lead by example, understanding and applying our core values, culture, and methodologies and supporting the team’s development and maturity.

• Contribute to organization thought leadership by sharing opportunities for delivery optimization and/or market demand.
• Foster our organizational culture and lead the team to embrace a client-first performance led attitude and approach.
• Produce a positive client experience and project outcome satisfaction as measured by customer NPS score of 80 or higher.
• Support the education, training, and onboarding of members of the client engagement team
• Be accountable for direct report OKRs - growth and career development
• Keep a regular pulse on the team’s happiness and risk factors
• Provide ongoing coaching and challenging with direct reports and fellow engagement leaders
• Provide direct and 360 feedback that’s timely and actionable
• Support the creation and optimization of delivery frameworks
• Engage in team training and education to promote delivery excellence

Qualifications/Experience

• 10+ years of client management experience with a focus on navigating a client's MarTech stack; ability to understand strengths, weaknesses, and overall vision. Track record of collaborating with internal technical leadership to design solutions that meet the client's needs
• 7+ years experience coordinating marketing & technical teams within the SFMC platform to achieve client target goals and KPIs
• 5+ years of professional consulting, agency, or professional services experience, with demonstrated experience in account retention.
• 5+ years email marketing experience
• Demonstrated experience in:
  • Digital Analytics (e.g. Adobe Analytics, Google Analytics)
  • Audience & Identity Management Solutions (e.g. Salesforce Data Cloud, Salesforce CRM, Adobe Experience Platform & RTCDP, Braze CDP, Bespoke Digital Identity & Consent Management Platforms)
  • SFMC and other Marketing Automation Platforms
  • Data Management & Warehousing Solutions
  • Journey Orchestration Technologies - Adobe Journey Optimizer, CSG Kitewheel, Hubspot Marketing Hub
  • CMS Platforms - Adobe Experience Manager, Basecamp
• Possess an obvious passion for servicing clients and client success
• Strong leadership skills that inspire commitment to achieve uncommon customer loyalty, teamwork to deliver results, transparency of performance, flexibility to shift priorities and activate resources with an appropriate sense of urgency
• Phenomenal communication skills – both written, verbal and non-verbal
• Ability to have effective crucial conversations with clients and internal resources
• Lifelong learner who demonstrates grounded confidence
• Has an entrepreneurial approach to leadership - identifies needs and is willing to do what it takes to get it done
• Ability to quickly learn, adapt, understand and follow project goals, requirements and milestones.
• Ability to effectively lead internal teams and clients through multiple project phases ensuring smooth transitions and clear line of sight into milestones including project completion.

Personal Characteristics

• Exceptional analytical, critical thinking, and reasoning abilities.
• A leader by nature, when you see an issue or opportunity you proactively address it.
• Extremely proactive internally and externally. Always looking around corners, solving problems, and anticipating client needs.
• Exceptional interpersonal skills. Ability to get along with diverse personalities.
• Ability to establish credibility, be decisive, and be seen as a leader
• Ability to recognize and support the organization's goals and priorities.
• Results-oriented with the ability to balance other business considerations.
• Must be detail- and solution-oriented, self-motivated, and able to align professional development goals with business goals.
• Works well in a collaborative / team environment.
• Has a positive attitude and genuine interest in figuring out a nuanced problem.

Our Commitment to DEIB

We strive to champion diversity, equity, inclusion, and belonging through our Project NEXT committee. This team of passionate internal advocates and external experts allows us to build and leverage a diverse and inclusive workforce and workplace by committing to represent and reflect the experiences, perspectives, and viewpoints of our people, partners, and communities we serve. We are committed to providing knowledge and career opportunities to the next generation of digital marketers while championing diversity and equality in the workplace.

At the core of our success is our culture and dedication to maintaining a positive work environment, encouraging professional growth, and promoting the health and well-being of our employees. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

We welcome and encourage applications from people with disabilities under the Accessibility for Ontarians with Disabilities Act. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Candidates must have current US or Canada work authorization. For US Candidates, this employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.

No relocation assistance can be offered at this time.

This is a remote role.

All inquiries are held in strict confidence.

As required by law, Shift Paradigm provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York City or Washington. The salary range for these residents is $105,000.00 to $146,000.00. Salary is based on several factors including but not limited to role, skillset, relevant education, level of experience, certifications, etc. In addition to base salary, Shift Paradigm offers benefits such as medical, dental, vision, STD/LTD, Life/AD&D, Flexible Paid Time Off, and various other ancillary benefits and perks.

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