Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Primary Relationship Lead: Act as the key contact for all client interactions, ensuring a high-touch, concierge-level experience.

• Executive Presence: Cultivate and sustain strong relationships with client stakeholders and C-suite executives, evolving from a vendor relationship to becoming a trusted advisor.

• Feedback Mastery: Actively seek client feedback, perform NPS/satisfaction check-ins, and pinpoint potential friction points before they affect the relationship.

• Strategic Alignment: Collaborate closely with strategy team members to ensure the client understands how our strategic roadmap aligns with their business goals.

• Retention Ownership: Take direct responsibility for client satisfaction and account retention, ensuring every client in your portfolio could serve as a reference.

• Client Advocacy: Represent the “Voice of the Client” within SmartBug, ensuring their needs and concerns are prioritized by the delivery teams.

• Conflict Resolution: Facilitate high-level discussions regarding client concerns or shifts in business direction, maintaining composure and professional integrity.

• Commercial Oversight: Oversee the financial health of the account, ensuring the partnership remains profitable and within the defined commercial scope.

• Organic Growth: Identify opportunities for account expansion and collaborate with Sales and Strategy to propose additional services that deliver further value for the client.

• Brand Advocacy: Encourage the collection of client reviews, case studies, and awards to celebrate the success of the partnership.

⛳️ Requirements

• Experience: 5–7 years in senior-level account management or client services within a digital agency setting.

• Emotional Intelligence: High EQ with a proven track record of managing complex human dynamics and establishing trust with senior executives.

• Communication Mastery: Outstanding verbal and written communication abilities, with an emphasis on “storytelling” the value of the agency’s work.

• Commercial Acumen: Comprehension of agency economics, including retention metrics, lifetime value (LTV), and account growth.

• HubSpot Literacy: Adequate understanding of the HubSpot ecosystem to confidently discuss project status and strategic value with clients.

• Education: Bachelor’s degree in Communications, Marketing, Business, or a related field.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Flexible work hours and remote work opportunities.

• Professional development and training resources.

• Collaborative and inclusive company culture.