Director, Account Services

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

📋 Description

• Lead, mentor, and nurture a team of six account managers through personalized one-on-ones, goal setting, performance evaluations, and career development planning.

• Recruit, onboard, and train account managers, while creating tailored ramp-up plans.

• Advocate for the account management team by addressing workload concerns, eliminating obstacles, and ensuring access to necessary tools and support.

• Balance the workload and resource allocation across the team effectively.

• Define expectations, competency benchmarks, and career trajectories.

• Foster a culture centered on accountability, collaboration, and ongoing improvement.

• Monitor the health and quality of client relationships across agency accounts.

• Manage a select group of high-profile and revenue-generating accounts directly.

• Establish and uphold client management practices, including communication schedules, status updates, escalation procedures, and documentation standards.

• Assist complex, high-visibility, or at-risk accounts by resolving issues and directly engaging with clients.

• Collaborate with Senior Directors of Communication on client strategy and consulting priorities.

• Identify opportunities to enhance and broaden client relationships.

• Represent account management in client planning, renewal, and new business discussions.

• Own and enhance project management standards, intake processes, and workflows.

• Ensure that projects are well-defined, scheduled, resourced, and delivered punctually and within budget constraints.

• Optimize the use of Monday.com and other project management platforms through user adoption, reporting, and automation.

• Communicate team capacity, project status, and delivery metrics to leadership.

• Streamline handoffs between Creative and Operations to minimize rework and manual processes.

• Develop proactive, strategic, and repeatable methods to meet client needs.

• Identify, pilot, and scale AI and emerging tools for project and account management purposes.

• Construct business cases and lead change management initiatives for new tools and processes.

• Advocate for continuous improvement through team feedback and delivery data analysis.

• Report to the Vice President of Engagement Solutions.

• Collaborate with Creative, Operations, Consulting, Client Service, and Implementation teams.

• Connect account management efforts with the broader bswift organization.

⛳️ Requirements

• A minimum of ten years of experience in project management, account management, or client services.

• Two to three years of direct experience in managing and developing personnel.

• Proven track record of successfully leading teams to deliver complex, multi-stakeholder client projects on time and within budget.

• Extensive knowledge of client management best practices.

• Demonstrated ability to design and implement processes and workflows that enhance efficiency and quality.

• Practical experience with workflow and project management platforms, such as Monday.com, including boards, automations, and reporting tools.

• Outstanding written and verbal communication skills.

• Excellent organizational abilities, attention to detail, and problem-solving capabilities.

• Capacity to advocate for a team while upholding high standards.

• Strong time management skills and the ability to meet deadlines across multiple accounts and competing priorities.

• Ability to thrive in a fast-paced, occasionally high-pressure environment.

• Proficient in Microsoft Outlook, Word, PowerPoint, Excel, and Teams.

• Bachelor’s degree or equivalent practical experience.

• Preferred: Bachelor’s degree in Marketing, Communications, Advertising, Journalism, English, or Business.

• Preferred: Experience in employee benefits, HR communication, or employee engagement.

• Preferred: Previous agency or consulting experience, ideally in a leadership role.

• Preferred: Hands-on experience applying AI tools for project management, content workflows, or team productivity improvements.

• Preferred: Experience in establishing or advancing an account management or client services function.

• Preferred: Experience managing relationships with print and digital vendors, as well as working in SharePoint.

• Preferred: Familiarity with benefits administration technology or the broader benefits ecosystem.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• Performance-based incentives for most positions.

• A remote-first, but office-friendly work environment.

• Employer-sponsored retirement savings plans.

• Professional development, training, and resources for career advancement.

• A supportive culture promoting collaboration, open communication, and innovative problem-solving.

• Resources for mental health, financial planning, and overall wellness.

• A flexible and creative workplace environment.

• Specific benefit offerings may vary by position and are subject to change.