Key Account Director

This is a fully remote position, open to applicants in Arizona, +27 more states.

📋 Description

• Oversee the strategic direction of all pod accounts, delivering resources and support to create comprehensive strategies that align with client objectives.

• Build and maintain senior-level client relationships to thoroughly understand their needs and expectations, ensuring our strategies effectively meet their goals.

• Manage the development and presentation of tailored QBRs that highlight client-specific insights and progress.

• Track client churn rates and provide detailed reports to senior leadership.

• Proactively identify and facilitate the exploration of growth opportunities and upselling, ensuring alignment with clients’ broader business objectives.

• Develop and enhance client retention strategies based on ongoing feedback and performance data to ensure contract renewal and high customer survey scores (LIFT).

• Diligently monitor client satisfaction, stepping in as necessary to address concerns and support AMs during client escalations, while mapping a follow-up plan for the AM or AMM in a 30-60-90 day cadence to ensure resolution of issues.

• Take personal responsibility for servicing individually owned accounts, valued at $80,000, within the pod, ensuring their needs are met and expectations exceeded.

• Mentor the AMM and Account Managers, focusing on enhancing their strategic thinking and client management capabilities.

• Monitor key performance indicators for accounts, including satisfaction scores, retention rates, and revenue growth, adjusting strategies as necessary.

• Ensure seamless collaboration across departments to provide integrated services that align with client expectations.

• Deliver detailed monthly reports to senior management on account performance, escalation incidents, and strategic initiatives.

⛳️ Requirements

• 10+ years of experience in account management, client services, or digital marketing strategy.

• Team management experience.

• Proven track record of directing high-visibility, multi-channel enterprise engagements with considerable media oversight ($25M+ monthly), maintaining full accountability for budget orchestration, performance outcomes, and executive-level strategic communication.

• Clear ownership of retention, upsell, and revenue outcomes.

• Experience leading conversations at the executive level.

• Ability to connect marketing performance to business outcomes.

• Agency or consulting experience working across cross-functional teams.

🏝️ Benefits

• Remote Workplace. You have the option to work at our office in Boston or remotely in one of these states: AZ, CA, CO, CT, FL, ID, IL, KY, ME, MD, MA, MI, MO, NV, NH, NJ, NY, NC, SC, OH, OK, PA, RI, TN, TX, UT, VA, VT.

• Paid Time Off. Enjoy generous paid vacation benefits that increase each year of your employment, 12 Company Holidays, and Summer Fridays from Memorial Day through Labor Day.

• 401K + Match. A 401K plan with a 4% Safe Harbor employer match after one year of employment, along with financial literacy services provided through our retirement provider.

• Life Insurance Benefit. Complimentary coverage to ensure peace of mind for your family.

• Short Term Disability Benefit. We provide support if you need to be out of work due to illness or injury.

• Healthcare. Choose from a variety of competitive healthcare plans for you and your family, with 80% employer coverage for all medical and dental premiums, 100% employer coverage for vision, and the option to participate in the FSA program.

• Commuter Benefits. Allocate pre-tax funds for your commute, allowing you to save up to 40% per year on transportation expenses.

• Continuing Education. Access to monthly team-led webinars, exclusive 829-cohort based learning, digital course platforms, and funding opportunities to attend national conferences and events.