VP of Client Services

At Blockthrough, our mission is to bring about an Internet where publishers and advertisers can build flourishing, sustainable businesses by delivering advertising experiences that respect the user’s choice.

We work with some of the biggest publishers in the world, we’re backed by some of the brightest minds in the industry, and we’re looking for curious and analytical team players who like to win!

Our Product
Our product restores publishers’ existing monetization technologies for adblock users who consent to it, in a way that complies with the lighter Acceptable Ads standard, a happy middle ground for users and publishers. Users also have the ability to opt out if they prefer no ads at all.

Through a complex cloud-based system, we use sophisticated algorithms and real-time analysis to determine which ads qualify for an optimal user experience, all in the time it takes for a website to load. We process vast numbers of requests, processing tens of billions of ad impressions per month.

Is the Role a Fit for You?

As the VP of client services, you will be responsible for ensuring our clients receive an expert level of service from the moment they sign, through the onboarding process and the entire client lifecycle.

You will determine the best structure of the client services team to meet the needs of our customers, and will be measured against core KPIs such as churn, retention, time to live, new revenue launch rate, and upsell rate.

What you'll be doing

• Own the current process and 6-12 month road map for building an amazing team to service our customers post-sale
• Lead established teams in account management and onboarding, growth and retention
• Benchmark performance, identify and execute on key areas of improvement, and report measurable quarterly results to the executive team
• Develop and institute processes that allow us to project monthly onboarding capacity accurately, and set appropriate expectations with our clients
• Clearly identify, communicate, and improve upon the core metrics that drive customer satisfaction, growth, and retention.

What you'll need

• 6+ years of experience leading teams in account management, support, and/or onboarding for enterprise clients
• Experience in the AdTech space an asset; bonus points to those experienced with publisher-facing integrations
• Experience building new teams and processes also an asset
• Strong decision-making and problem-solving skills.
• Thrives in a fast-paced and dynamic environment.
• Able to establish and maintain effective working relationships with managers, employees, external clients, and/or customers.
• Strong leadership & communication (both verbal and written) skills.
• Effectively exchanges information with others clearly and concisely.
• An expert at building effective teams quickly, including hiring, mentoring, coaching and retention.
• Fantastic at making others better. You naturally work to make those around you more effective.
• Work harmoniously and effectively as part of a team.

Bonus if you have

• A proven track record of strategic execution in account management and customer support with a technical product for enterprise clientsIs metrics, data and process driven - including deep CRM system expertise to achieve great results.
• Knows how to develop a strategy and measure success for both growth and retention of key business relationships.
• Established benchmarks and developed best practices to further refine and boost existing processes.
• Thrives in a demanding work environment with minimal established processes and light oversight and helps forge and iterate on repeatable processes for the team

Why you’ll love working at Blockthrough:
Close-knit and collaborative culture with transparent leadership that cares
Competitive compensation (including health benefits) and stock options at a fast-growing startup
4 weeks vacation
Top-of -the-line hardware
Optimal work-life balance
Up to $1k home office reimbursement
Professional Development Compensation
100% remote or the opportunity to work out of our central downtown Toronto office, surrounded by some of Toronto’s hottest scaleups

We value inclusiveness, diversity and are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.