829 Studios · 3 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 with a mission to propel organizations to unlock their full potential and accomplish their most ambitious goals. The Key Account Director is responsible for overseeing the strategic management and growth of key client accounts, enhancing client retention, and leading issue resolutions while collaborating with team members to implement effective marketing strategies.
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
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
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
Monitoring client churn rates and providing detailed reports to senior leadership
Analyze trends and formulate strategies aimed at minimizing client turnover and boosting retention
Develop and refine client retention strategies based on continuous feedback and performance data
Monitor client satisfaction diligently, intervening as needed to address concerns and support AMs during client escalations
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
Lead regular client comms to showcase new marketing strategies and technologies
Provide mentorship to the AMM and Account Managers, focusing on enhancing their strategic thinking and client management skills
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
Monitor key performance indicators for accounts, including satisfaction scores, retention rates, and revenue growth
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
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
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.
Paid Time Off. Receive generous paid vacation benefits that increase each year you’re with us, 12 Company Holidays, and Summer Fridays from Memorial Day through Labor Day.
401K + Match. 401K plan with 4% Safe Harbor employer match after one year of employment and financial literacy services provided through our retirement provider.
Life Insurance Benefit. No-cost coverage to ensure peace of mind for your family.
Short Term Disability Benefit. We've got you covered if you need to be OOO with an illness or injury that keeps you out of work.
Healthcare. Choose from several 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 towards your commute to save up to 40% per year in transportation expenses.
Continuing Education. Receive a personal budget to attend events and conferences.
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