Client Services Manager

Are you ready to join an innovative team that pushes the boundaries of creativity and delivers exceptional results?At Aardvark Studios, we thrive in complex, fast-moving creative environments. Simply calling us a "Creative Fabrication Company" or an "Experiential Marketing Company" doesn't capture the full scope of what we do. We are a dynamic design, build, and technology studio serving the experiential marketing, mobile tour, and location-based entertainment industries, constantly evolving with every unique program we take on.That evolution requires strong client leadership.When a client asks how their tour is performing mid-flight, do you already have the answer?When the Run of Show changes 90 minutes before doors open, what do you do?When multiple stakeholders are giving direction and clarity is needed, do you hesitate or step in?When a client asks for "just one more thing," do you know how to protect the relationship and the program at the same time?If that kind of responsibility excites you, this may be the right roleAardvark Studios is seeking a Client Services Manager to own everything after the sale. Once a program is won, you become the client's single point of contact at Aardvark and the accountable owner of their success, from kickoff and build through mobile tour operations, recap, and renewal. Our clients include agencies, producers, and brands; you will be their advocate inside our building.This is a highly visible role with real responsibility, meaningful client partnership, and the autonomy to lead. You won't be handed a script. You will be trusted to run the account.What This Role Really IsYou own everything after the sale. Once a program is won, it's yours, kickoff through recapYou are the client's lead at Aardvark, the one person they call, and the one person accountable for their successYou keep clients informed. Proactive, clear, consistent communication means they are never surprisedYou hit the numbers. You know every program's KPIs, track them relentlessly, and report against them honestlyYou are the operational leader of your programs, aligning creative, fabrication, fleet, logistics, drivers, field staff, and agency stakeholders, including mobile tours on the roadYou anticipate issues before they surface. And when plans evolve, because in live programs they often do, you create clarity, protect the team, and guide the solutionYou establish structureYou protect scope, budget, and timelineYou build trust with clients and internal teamsYou don't just manage tasks. You own client successCore ResponsibilitiesFull ownership of assigned clients and programs after the sale, including client success, communication, KPI delivery, execution, and compliance.Client Success & CommunicationServe as the primary point of contact for assigned agency, producer, and brand clients from kickoff through recap and renewalLead program kickoffs: translate the sold scope into a clear plan, timeline, and success criteria agreed with the clientLead regular client calls, guide clients through key decisions, and issue timely contact reports, status reports, and timelines, with no surprisesManage approvals, revisions, and client feedback; handle scope changes through clear change ordersKnow each client's objectives, calendar, and stakeholders well enough to anticipate needs rather than react to requestsIdentify renewal and expansion opportunities and bring them to SalesAct as the client's advocate internally and Aardvark's advocate with the clientRepresent Aardvark in meetings with senior leadership at clients, partner agencies, and vendorsKPIs & ReportingSet program KPIs with the client at kickoff, e.g., consumer engagements, impressions, samples, leads, tour days executed, and on-time deliveryTrack performance in real time and deliver consistent reporting throughout the programProvide regular updates to the Client Services Director on program status, staffing, budget, and goal trackingSpot programs trending behind goal early, lead the course correction, and proactively recommend program improvementsDeliver post-program recaps and POVs with results against goals, learnings, and recommendations for the next engagementMobile Tour ManagementOwn day-to-day tour operations: routing, scheduling, market and venue bookings, permits, travel, and logisticsHire, train, and remotely manage tour managers, drivers, and brand ambassadors as neededKeep field teams sharp with refresher trainings, role-playing, programming refreshes, and regular team communicationsMaintain DOT, fleet, and safety compliance; coordinate vehicle maintenance with Fleet & FacilitiesCollect event-day reporting from the field and resolve issues on the road, including breakdowns, weather, and venue changesCoordinate tour launches, mid-tour refreshes, and wrap with Fabrication and Fleet & FacilitiesProgram DeliveryTake the handoff from Sales and confirm scope, deliverables, and budget with the clientLead cross-functional internal teams, including Creative, Fabrication, and Fleet & Facilities, from build through launchNavigate real-time challenges on site and on tour with composure and sound judgmentBudget ManagementManage six-figure program budgets established at the sale with discipline and transparencyTrack actuals against budget and flag risk earlyPartner with Accounting on billing schedules, invoicing, and final reconciliationsTeam & ProcessDirect and mentor Client Services Coordinators and freelance support on assigned accountsContribute to Client Services standards: kickoff and handoff processes, status reporting, KPI tracking, and recap formatsOther duties as assigned that support department and program goalsThe Kind of Leader Who Thrives Here5-7+ years of client services, account management, or program management experience, ideally at an experiential, event marketing, or promotional agencyField experience managing mobile tours, live events, or brand activationsA track record of owning client relationships and retaining and renewing clientsExperience setting, tracking, and reporting against program KPIsExperience managing six-figure program budgets with an understanding of margin responsibilityComfortable guiding clients through evolving situationsAble to influence without formal authority across creative, fabrication, and field teamsBring calm structure to fast-moving environmentsBalance confidence with emotional intelligenceEnjoy being trusted to make decisionsYou take pride in ownershipYou value autonomyYou like building strong programs and strong relationshipsPreferredAgency-side experience working with brand clients and agency partnersFamiliarity with DOT regulations and tour fleet operationsBachelor's degree preferredWillingness to travel to client meetings, builds, and program launches as neededHow We'll Measure SuccessClient satisfaction, retention, and renewalProgram KPIs delivered against goalsQuality and timeliness of client communication and reportingBudget performance against the sold budgetOperational excellence, safety, and DOT complianceStrong cross-functional alignmentWhat We OfferCompetitive compensation package, commensurate with experiencePaid time offMedical / Dental / Vision benefitsLife insurance, short & long-term disability optionsRetirement matching after 1 yearOn-site private-use gymDog-friendly workspaceCheck us out on social here and here.If you're looking for a role where you can lead client relationships, solve complex challenges, and see the direct impact of your work on high-profile programs, we'd love to meet you.Apply now.