Focus Digital

Client Services Representative

• Serve as the primary point of contact for all clients—calls, emails, reporting reviews, fire-fighting, and strategic conversations
• Own the client churn rate as your #1 KPI; proactively identify at-risk accounts and intervene before problems escalate
• Run quarterly business reviews and regular check-ins that reinforce the value Focus Digital delivers
• Handle difficult conversations and client objections with confidence, empathy, and deep subject matter expertise
• Identify and execute upsell and cross-sell opportunities to grow account revenue organically
• Make strategic calls on SEO and PPC accounts independently—when to shift content strategy, when to restructure a Google Ads account, when to pivot targeting, etc
• Translate performance data into clear strategic narratives that clients understand and trust
• Stay ahead of algorithm updates, platform changes, and industry shifts; proactively adjust client strategies accordingly
• Conduct account audits and develop strategic roadmaps that align with each client’s business goals
• Direct and prioritize the work of a 12+ person delivery team across SEO and PPC
• Ensure work quality, deadlines, and strategic alignment across all active accounts
• Build and refine processes for client onboarding, reporting cadences, escalation paths, and internal communication
• Serve as the bridge between client expectations and team execution—translating client goals into actionable sprint priorities
• Mentor team members on client communication, strategic thinking, and account management best practices

Director of Client Services