Senior Account Manager

This is a fully remote position, open to applicants in Florida, +5 more states.

📋 Description

• Act as the main point of contact for a portfolio of approximately 6–8 e-commerce clients, managing the relationship comprehensively, including strategic direction and performance oversight.

• Take the initiative to reach out with ideas, recommendations, and updates, rather than waiting for clients to inquire.

• Serve as the escalation contact for all client sentiments, monitoring risks and relationships, while actively working to minimize client churn.

• Develop and structure the client experience, which includes client visits, check-ins, gifting, and providing "make goods" where appropriate.

• Track account performance and client sentiment, identifying risks early and escalating internally when necessary.

• Convert updates from the Performance and Project Management teams into clear, confidence-inspiring communication for clients.

• Manage a team of Account Strategists, including an Account Admin who reports through one of the Strategists.

• Provide coaching and mentorship to Strategists on client communication, ownership, and proactive account management.

• Distribute workload and client assignments effectively across the team.

• Assist Strategists in handling escalations and challenging client conversations.

• Facilitate meaningful change and structure within the Accounts Department.

• Collaborate closely with the Performance and Project Management teams to ensure clients receive a cohesive and aligned experience across paid media, owned media, creative, and project delivery.

• Serve as the bridge between client-facing communication and the specialists executing the work.

• Engage the appropriate internal stakeholders before issues escalate into client-facing problems.

• Work directly with agency leadership on departmental goals, resource allocation, and growth strategies.

• Identify and implement enhancements to Account Management processes, templates, and standards (including QBR structure, check-in frequency, reporting, and escalation paths).

• Create playbooks and best practices that ensure a consistent and repeatable client experience as the team expands.

• Contribute to the development of onboarding and training materials for future Account Strategists.

• Establish department-level KPIs in collaboration with agency leadership and be responsible for reporting on progress.

• Monitor the health of accounts within your portfolio and maintain visibility into your team’s accounts.

• Track client-facing KPIs — retention, satisfaction, and scope/spend growth — and identify departmental trends.

• Utilize performance data, both personal and from the Performance team, to inform client discussions rather than merely relaying it.

⛳️ Requirements

• 5+ years of experience in an agency setting, including direct client management.

• Proven experience in managing client relationships directly, with a focus on proactive communication and handling escalations.

• Experience in overseeing or mentoring other Account Managers/Strategists — demonstrating people leadership beyond just account ownership.

• Familiarity with paid media, organic media, or creative concepts — sufficient to interpret specialist work into client-friendly terms without the need for execution.

• Comfortable managing a portfolio of multiple clients simultaneously.

• Experience with e-commerce or D2C clients.

• Exceptional verbal and written communication skills; adept at delivering both positive and negative news.

🏝️ Benefits

• Base salary: $90,000

• On-Target Earnings (OTE): $100,000–$105,000 total, which includes commission based on the performance of the client accounts you oversee.

• Additional performance-based bonuses may be available at the discretion of the company.

• Fully remote work environment.

• Unlimited Paid Time Off (PTO).

• Flexible working hours.

• Reimbursements for internet, mobile phone, and gym expenses.