829 Studios · 10 hours ago
Key Account Director, Client Services
United States
Full-time
Remote
Director/Executive
$120K/yr - $140K/yr829 Studios is a Boston-based integrated digital marketing agency, and they are seeking a Key Account Director to oversee the strategic management and growth of key client accounts. This role involves cultivating senior-level client relationships, monitoring performance metrics, and developing client retention strategies to ensure high client satisfaction and account growth.
AdvertisingConsultingDigital MarketingEmail Marketing
Responsibilities
Oversee the strategic direction of all pod accounts, providing resources and support to develop comprehensive strategies that align with client goals
Cultivate and maintain senior-level client relationships to deeply understand their needs and expectations, ensuring our strategies effectively address their goals. This involves organizing and leading quarterly breakout sessions with clients to discuss and refine strategies
Overseeing the creation and delivery of customized QBRs that showcase client-specific insights and progress. This includes working closely with the AMM to provide the AM feedback on areas of improvement and framing
Monitoring client churn rates and providing detailed reports to senior leadership. The KAD analyzes trends and formulates strategies aimed at minimizing client turnover and boosting retention, leveraging operational insights from the AMM who handles the day-to-day management aspects
Strategically identifying and facilitating the exploration of opportunities for account growth and upselling, ensuring alignment with a clients broader business objectives. This includes working with an AM on narrative around the upsell and positioning. Operational aspects of the SOW and resourcing will sit with the AMM
Develop and refine client retention strategies based on continuous feedback and performance data to ensure contract renewal and strong customer survey scores (LIFT)
Monitor client satisfaction diligently, intervening as needed to address concerns and support AMs during client escalations and then mapping a plan for the AM or AMM to follow-up in a 30-60-90 day cadence to ensure issue resolution
In coordination with the AM, establish and maintain a schedule of regular communications with key clients to keep them informed of account progress and new opportunities
Take personal responsibility for the servicing of individually owned accounts, $80,000, within the pod, ensuring their needs are met and expectations exceeded
Respective of the KAD own portfolio, lead regular client comms to showcase new marketing strategies and technologies, strengthening client engagement and education
Leverage insights from the AMM and Account Managers to inform upselling and retention strategies
Ensure high-quality service delivery from AMs, fostering a proactive approach to client management
Where individual performance concerns are present, coordinate feedback directly with the Account Manager and if needed escalate to the AMM
Monitor key performance indicators for accounts, including satisfaction scores, retention rates, and revenue growth, adjusting strategies as needed
Conduct regular monthly meetings with AMM to assess the health of accounts and strategize improvements
Ensure seamless collaboration across departments such as paid, organic, and creative teams to deliver integrated services that meet client expectations
Work closely with strategists to ensure that high-level account strategies are aligned and consistently applied across client interactions
Provide detailed monthly reports to senior management on account performance, escalation incidents, and strategic initiatives
Analyze client feedback and performance metrics to continually refine strategies and improve outcomes
Qualification
Required
Senior Manager/Supervisor experience
Experience in strategic client management
Ability to cultivate and maintain senior-level client relationships
Experience in overseeing the creation and delivery of customized QBRs
Ability to monitor client churn rates and provide detailed reports
Experience in identifying and facilitating account growth and upselling opportunities
Ability to develop and refine client retention strategies
Experience in monitoring client satisfaction and addressing concerns
Ability to establish and maintain a schedule of regular communications with key clients
Experience in servicing individually owned accounts
Ability to lead regular client communications
Experience in providing mentorship to team members
Ability to leverage insights from team members for upselling and retention strategies
Experience in ensuring high-quality service delivery
Ability to monitor key performance indicators for accounts
Experience in conducting regular meetings to assess account health
Ability to ensure seamless collaboration across departments
Experience in providing detailed reports to senior management
Ability to analyze client feedback and performance metrics
Benefits
Remote Workplace.
Paid Time Off.
401K + Match.
Life Insurance Benefit.
Short Term Disability Benefit.
Healthcare.
Commuter Benefits.
Continuing Education.
Company
829 Studios
829 Studios is a digital marketing agency that offers branding, design, email marketing, SEO, and web development services.
Founded in 2007
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-09-01Private Equity
Leadership Team
Nick Riotto
Board Member, Co-Founder
Peter Ross
Founding Partner
Recent News
2024-05-28
Seeking Alpha
2023-06-21
Company data provided by crunchbase