You are a highly empathetic person, who is extremely organized. You are thrilled in being part of a team, helping them be their best, and creating an impact for clients. But you are not afraid of a challenge, managing situations that do not always go to plan but make them successful anyway. The hero for the agency and for the client.
JAR Audio is looking for a Client Success Lead to make sure the highest levels of client servicing are provided. This starts when we welcome a new client, all the way through to the podcast’s renewal. We’re looking for a service-oriented, effective leader who naturally builds relationships and excels in business strategy. Someone who is entrepreneurial and resourceful, and who can pre-emptively recognize challenges and implement processes to mitigate them. If this is you – then you already understand how to work with medium and large brands and meet the dynamic needs that come with the territory. You know how to lead with strategic decisions, but don’t mind getting your hands dirty with the detailed work. During our client intake phase, you’ll be welcoming the client to the agency with open arms. During our strategic phase, you are working with the client on establishing podcast goals and KPIs to ensure our clients stay well-informed, and our podcasts perform. During the production phase, you are working with the client (and our team) to meet expectations, while also creating world-class podcasts. We need someone who is obsessed with building strong client relationships, educating the client (and their team) , detecting new business opportunities, and developing client service procedures.
During the first 18 months of the role, you will be supporting our operations as our Head of Operations is on maternity leave.
We are looking for a talented individual who will manage the account service team and operations. As they are being mentored and the company grows you will have the opportunity to be promoted to the Account Service Director.
The role will report to our CEO.
Who We Are:
We produce original podcasts for brands to elevate dialogue and drive results. Our recent clients include Expedia, Lululemon, Royal Bank Canada, American Express, IBM, and more.
We take an audience-first approach. We believe podcasts are a perfect medium for a brand to engage with a new or current audience. We collaborate with our clients to uncover who their podcast audience is, what they care about, and how a podcast can deliver value. We root our podcasts in this strategy to provide value.
We’re a fully remote team that works with audio experts worldwide. At JAR, we’re proud of the creative work we do. Our audience engagement rates average around 90% – and we plan to keep it that way. We’re also proud of the team we’ve built. We’ve created a culture that supports each member to speak up, and keeps us on our toes, challenging us to raise the bar higher each time. We are building a team of independent thinkers and leaders who are not afraid of trying new things.
Who You Are:
JAR Audio is looking for someone with 5+ years of experience in client services. You’ve worked in agencies and understand how to build client relationships.
What You Will Do:
New Shows Development
Lead and participate in visioning workshops
Establish clear podcast KPIs and goals
Clearly articulate how the podcast will fit within the larger client ecosystem
Lead and participate in the development of new show concepts: when pitching new potential clients and when signing new season renewals.
Account and Project Success
Liaising with clients to assess audience goals
Identifying stakeholder concerns
Making strategic recommendations according to audience goals, stakeholder concerns, and industry knowledge to both your client and the podcast
Managing client concerns with minimal oversight
Liaising with Project Leads and Producers to help meet project milestones.
Joining editorial internal and external calls as needed. Client and project team weekly meetings as needed,
Attending project creative strategy sessions, kick-off meetings, and retrospectives.
Ensuring high-quality creative standards and project goals are met in a fast-paced multi-stakeholder environment.
Liaising with Sales team on renewals and project expansion opportunities
Collecting testimonials from our clients and building case studies
Communicating with our Sales team on wins/success
Entering awards on behalf of JAR and our clients
What You Need
A passion for podcasts.
Must have client service experience.
Preference for agency experience.
Preference for podcast experience.
Preference for experience working with strategy.
Superb communication skills in verbal and written form; we like good grammar.
Ability to lead creatively and attentively. We’re looking for someone with creative confidence, good presentation skills and good listening skills.
You love to teach.
Experience working with various clients: startups, enterprise, tech, finance, corporate, etc.
Love for creative brainstorming
Love for team building, taking a strengths-based leadership approach
Familiarity with essential tech tools: Slack, Google Drive, Basecamp, Zoom, etc.
Open to learning new tools.
A “big picture” approach – but with a healthy respect for the details.
Comfortable working in a fast-paced environment.
Bilingual proficiency or multiple languages is a nice add-on (especially if French is your second language).
Experience in another podcast agency is a plus.
Culture & Benefits:
Health and Dental Benefits
Included in your full time role you will have access to health and dental benefits, to always feel your best.
Remote Flexible Work
This role is a fully remote position; you can work from anywhere, anytime. We believe that everyone is responsible for their time management; that’s why we give you the freedom to manage when and where you work (as long as goals are met). Additionally, we will set you up for success with tech tools, Macbook and anything your office needs.
More paid vacation time
We encourage everyone to schedule time out of the office, enjoy family time and share photos when they return to our #life channel in slack. On average, our team members take at least a few weeks off a year plus all statutory holidays.
We are invested in watching you grow. We offer lots of training and opportunities to develop your career. From career coaches to group activities, you name it.
We don’t micromanage. We hire the best, and we trust you to use your best judgement and do whats best for our clients and JAR.
We meet up in Vancouver once a year, where our headquarters are located. We will fly you in to enjoy a weekend of learning, brainstorming, eating out and socializing.
Remote life doesn’t limit us from socializing. From our virtual weekly ‘happy hour’ to virtual block parties and music bingo games, we love to catch up with each other regularly.
In compliance with the Canadian government guidelines, JAR provides sick leave, maternity and parental leave to employees who need it. We have clear policies to help you balance your work, life, and mental health.
Committed with the Community
JAR donates annually to different non-governmental organizations on behalf of its team and clients. We’re committed to giving back to the community and getting involved in social projects.
$75,000 – $100,000
Equal opportunity employer
Research shows that women and other marginalized groups tend to only apply for a job when they meet every single criterion. Does this role sound like it was made for you, yet you don’t check every box?
Reach out anyway. We’re an equal opportunity employer and are dedicated to fostering an inclusive and diverse environment for employees from all walks of life. We hire based on talent, and we’re proud of our global perspective.
Think you would like to work with JAR?
Our teammates help make JAR Audio great, and we are happy to get to know you.
Instructions for submitting your job application
Please add your time zone and location to your resume.
Make sure you add your LinkedIn URL to this application.