Fire&Spark

• Keyword research • On-page optimization • Learning technical SEO • Delivering documents with well-researched and data-backed SEO recommendations • Google Analytics research • Competition research

Title: Director of Client Services Location: USA- Job Description: Fire&Spark is a future-focused SEO agency dedicated to delivering measurable results that go beyond vanity metrics. We focus on SEO with meaningful, measurable impact on business growth and scalability. We manage SEO campaigns and content marketing with a primary focus on digital health. Some of our clients include Nestle, Hinge Health, Allara Health, Citizen Watch, Bicycle Health. With 25+ years of technology and marketing expertise, we have helped clients generate over $500M in revenue. We are proud to partner with forward-thinking businesses across digital health and ecommerce, driving the future of SEO rooted in real opportunities and sustainable, measurable success. The Opportunity Fire&Spark is seeking an experienced Director of Client Services to own the day-to-day operations and strategic leadership of our client services team. This is a senior leadership role with significant responsibility: you will drive client retention, service delivery, innovation and staff retention across our service delivery team of 20. The ideal candidate is as excited by helping clients achieve marketing success as they are by leading a team of driven marketing professionals. They are a natural problem-solver who can operate at a high level while also diving into the details when it matters. They bring operational rigor, SEO curiosity, and a genuine passion for both client outcomes and team development. This is a remote position, with 9-5pm EST working hours (with some flexibility). Responsibilities Client Leadership - Serve as the executive owner of client success, ensuring exceptional delivery and measurable results across all accounts. - Directly manage relationships with our most strategic clients, including leading quarterly business reviews. - Serve as the escalation point for complex client problems and disputes, resolving issues with professionalism and urgency. - Lead upsell and contract extension conversations in partnership with the sales team. - Proactively identify at-risk clients and develop retention strategies before issues escalate. - Own the Gross Profit and Client LTV metrics Team Management - Provide oversight and management of the Client Services team, ensuring delivery of an exceptional client experience. - Personally manage Client Services team leads, including one-on-ones, growth plans, and performance reviews. - Coach and support team members to help them meet departmental goals for retention, revenue, and profitability. - Forecast and manage team capacity to enable growth goals. - Determine hiring priorities, interview candidates, and make hiring recommendations. Operations and Process - Develop, operationalize, and oversee processes that allow the Client Services team to run effectively and efficiently. - Own and continuously improve high-priority service delivery workflows, ensuring best practices are followed across the team. - Document critical workflows to support team training, consistency, and automation readiness. - Track departmental KPIs on a weekly basis and report to leadership. Strategic Contribution - Identify future capability needs 1-2 years out and make recommendations for investment. - Identify opportunities for our staff to promote their work through thought leadership, content, and industry event participation. Required Qualifications - Familiarity with agency financial metrics (gross profit, net profit, utilization) - At least 3 years of client management experience, preferably in an agency setting - Minimum 2 years of project or account management experience - Minimum 2 years of people management experience - Strong leadership and supervisory skills with a track record of developing teams - Proven experience developing and implementing client service processes that drive efficiency and profitability. - A deep-seated "Passion for Learning" and the intellectual curiosity required to quickly master the fundamentals of our SEO methodology. - Experience working in a remote team and a proactive approach to building relationships and fostering culture virtually. - Excellent written, verbal, and interpersonal communication skills - Ability to handle multiple tasks, prioritize effectively, and meet deadlines - Comfortable presenting and interacting at the C-level with internal and external stakeholders - Analytical mindset with comfort working in spreadsheets and data - Bachelor's degree in a related field - Well-organized and detail-oriented Preferred Qualifications - Digital marketing experience; SEO experience strongly preferred - Experience building or improving operational processes and SOPs - Healthcare industry experience - Startup or high-growth agency experience - Remote team management experience - Knowledge of EOS (Entrepreneurial Operating System) - People management training or certifications - Familiarity with Shopify, WordPress, and modern CMS platforms - Experience with data and analytics tools Culture and Core Values We love what we do and we live our core values every day: - PASSION FOR LEARNING - Pursue continuous learning with passion, enthusiasm, and curiosity. Failures are expected and valued as learning opportunities. - TEAM FIRST - Put team success ahead of personal glory and avoid unnecessary competition. - LET DATA GUIDE YOU - Challenge opinions not supported by data. Evidence based on facts and hard numbers is the best basis for decision-making. - GET THE DETAILS RIGHT - Sweating the small stuff is the difference between mediocre and magnificent. - TAKE OWNERSHIP - Celebrate successes and take full responsibility for negative outcomes. Always ask what you could have done better. - INNOVATE EVERY DAY - Develop a habit of questioning assumptions while rethinking business-as-usual and searching for improvements that solve problems and create value. Compensation and Benefits - Competitive salary - 401k match up to 4% - Health and dental insurance - 15 days vacation + 5 days paid sick leave + 10 paid holidays - Exceptional internal training and skills development - $3,000 annual paid training and education budget - $500 annual wellness stipend - $750 annual remote work stipend

• Serve as the executive owner of client success, ensuring exceptional delivery and measurable results across all accounts. • Directly manage relationships with our most strategic clients, including leading quarterly business reviews. • Serve as the escalation point for complex client problems and disputes, resolving issues with professionalism and urgency. • Lead upsell and contract extension conversations in partnership with the sales team. • Proactively identify at-risk clients and develop retention strategies before issues escalate. • Own the Gross Profit and Client LTV metrics. • Provide oversight and management of the Client Services team, ensuring delivery of an exceptional client experience. • Personally manage Client Services team leads, including one-on-ones, growth plans, and performance reviews. • Coach and support team members to help them meet departmental goals for retention, revenue, and profitability. • Forecast and manage team capacity to enable growth goals. • Determine hiring priorities, interview candidates, and make hiring recommendations. • Develop, operationalize, and oversee processes that allow the Client Services team to run effectively and efficiently. • Own and continuously improve high-priority service delivery workflows, ensuring best practices are followed across the team. • Document critical workflows to support team training, consistency, and automation readiness. • Track departmental KPIs on a weekly basis and report to leadership. • Identify future capability needs 1-2 years out and make recommendations for investment. • Identify opportunities for our staff to promote their work through thought leadership, content, and industry event participation.

Role Description We are seeking an experienced SEO Strategist to assist our team on a part-time basis. This is an exciting opportunity for a data-driven individual with a creative mindset who thrives on delivering exceptional results. If you are a problem-solver with a passion for SEO and a desire to make a meaningful impact, we want to hear from you. You should be comfortable working independently within the designated part-time hours, demonstrating efficient time management skills. Note: This is a remote, part-time role with flexible hours. However, applicants must have availability to work within the 9 a.m. – 3 p.m. EST window. - Conduct a thorough analysis of client projects, identifying risks, challenges, opportunities, successes, and areas for improvement, and collaborate with the Client Services Manager to address them effectively. - Proactively develop, adapt, and evolve SEO strategies to meet the unique needs of our diverse client base. - Serve as the go-to resource for SEO strategy-related inquiries, providing expert guidance and support to both internal team members and clients. - Collaborate with analysts to create high-quality, actionable deliverables. - Develop and execute link-building campaigns to enhance the visibility and authority of client websites. - Cultivate and maintain strong relationships with clients, ensuring their satisfaction and retention. - Utilize tools such as Google Analytics, Search Console, Ahrefs, Moz, Screaming Frog, SEMRush, and others to identify opportunities and drive new initiatives. Qualifications - Bachelor's degree or equivalent practical experience. - Minimum of 2-3 years of hands-on experience in SEO. - Proven track record in client management and delivering successful SEO strategies. - Strong analytical skills with the ability to derive actionable insights from data. - Excellent written, verbal, and interpersonal communication skills. - Familiarity with project management best practices. - Proficiency in SEO tools, including but not limited to Ahrefs, Moz, SemRush, Screaming Frog, and Deepcrawl. - Intermediate to advanced proficiency in Excel or Google Spreadsheets for detailed reporting and complex analysis. - Exceptional organizational skills and attention to detail. - Ability to work effectively both independently and collaboratively within a team environment. Company Description

Role Description Our SEO agency manages SEO campaigns for brands in the United States and Europe. Needless to say that this role has a huge impact on our clients' businesses. The ideal candidate is extremely organized, hard-working, enthusiastic and a real problem solver when it comes to research, SEO strategy and analytics. Your main responsibilities as an SEO Analyst will include: - Keyword research - On-page optimization - Learning technical SEO - Delivering documents with well-researched and data-backed SEO recommendations - Google Analytics research - Competition research Qualifications - At least 1 year of SEO experience: Skilful at on-page optimization, keyword research and preparing content briefs - Fluent Written and Spoken English: write metadata, content briefs, and a couple of sentences of on-page web copy that require minimal edits - Advanced in Excel and Google Analytics, and other SEO tools: Familiar with common SEO tools, including Ahrefs, Search Console, and Google Analytics. Very strong Excel/Google Sheets skills which will allow you to quickly manipulate and analyze SEO data sets. - Excellent deadline management skills: Able to routinely hit deadlines provided by project managers and proactively solve issues that would prevent you from hitting deadlines - Exceptional communication skills: Able to communicate with project managers and SEO strategists to tackle challenges as they come - Strong Analytical Thinking: Ability to comprehend and produce technical deliverables, including keyword research and technical audits - Familiarity with Content Marketing Strategy: Produce content deliverables, including keyword research-driven blog topic lists, content briefs, and recommendations for improving existing pieces of content - Quick and agile learner: Ability to quickly develop an understanding of our clients and their industries, and to deliver marketing materials that will meet the expertise level of their audience - Excellent research skills: You are able to research how our clients’ competitors are marketing themselves to develop new strategies that beat out the competition Requirements - Experience working in an agency setting - Experience working with businesses based in the United States - Experience working with eCommerce businesses - Excellent content writing skills (we have a very high bar for good writing skills) Benefits Note: This is a remote part-time role with flexible hours.

This role has a huge impact on our clients' businesses. The ideal candidate is extremely organized, hard-working, enthusiastic, and a real problem solver when it comes to research, SEO strategy, and analytics. Keyword research On-page optimization Learning technical SEO Delivering documents with well-researched and data-backed SEO recommendations Google Analytics research Competition research

• Monitor SEO data to ensure marketing success for our clients • Execute on the agency’s established SEO strategies • Proactively develop, adapt, and refine SEO strategies to meet diverse client needs. • Direct a team of project managers and analysts on the execution of the SEO strategy you’ve developed • Work with analysts to create high-quality and actionable deliverables that clients will love • Stay up-to-date on marketing trends, Google algorithm updates, and SEO best practices. • Leverage tools like Google Analytics, Search Console, Ahrefs, SEMrush, and more to uncover opportunities and drive results. • Maintain strong client relationships by addressing client concerns regarding the strategy, execution, and results of our marketing campaigns

• Develop project plans for go-to-market campaigns • Oversee logistics, promotion, and execution for digital and in-person events • Manage and maintain the marketing calendar • Coordinate webinar production and follow-up processes • Collaborate with content creators and the SEO team • Track and analyze performance data for ongoing campaigns • Manage email campaigns in Active Campaign • Identify opportunities to improve workflows using AI tools • Support cross-functional communication to keep all projects on time and within scope.