Job Summary
The Director of Account Management is a senior leadership role responsible for overseeing the account management team and driving the health, growth, and retention of the agency's client portfolio. As the connective tissue between clients and internal delivery teams, this leader ensures exceptional client experiences while building a high-performing team culture grounded in accountability, strategy, and results.
This role is ideal for a seasoned account professional who is equally comfortable developing talent, navigating complex situations, developing and growing client relationships, and influencing internal teams to deliver work that drives measurable business outcomes.
KEY RESPONSIBILITIES
Team Leadership & Development
- Lead, mentor, and develop a team of Account Managers, setting clear performance expectations and fostering a culture of accountability.
- Conduct regular 1:1s, performance reviews, and career development conversations to retain and grow top talent.
- Establish team processes, workflows, and best practices that scale with the agency's growth.
- Identify hiring needs and participate in recruiting, onboarding, and training of new account team members.
Client Relationship Management
- Serve as the executive point of contact for a portfolio of key accounts, building trusted advisor relationships with senior client stakeholders.
- Lead quarterly business reviews and strategic planning sessions with clients, connecting agency work to their broader business objectives.
- Proactively identify and resolve client concerns before they escalate, ensuring high satisfaction and retention.
- Partner with clients to understand evolving needs and translate them into actionable plans.
Revenue Growth & Account Health
- Own revenue targets for the account management team, including client retention, renewals, and organic growth goals.
- Identify upsell and cross-sell opportunities and partner with Business Development to close expanded scopes of work.
- Monitor account profitability and resource utilization; flag risks and recommend corrective actions.
- Maintain accurate forecasting and reporting on account health, churn risk, and growth pipeline.
Cross-Functional Collaboration
- Act as a bridge between clients and internal creative, strategy, media, and analytics teams to ensure alignment and on-time, on-brief delivery.
- Partner with agency executives to refine service capabilities, fee structures, and market positioning strategies.
- Serve as an internal advocate for the client, ensuring proper resource allocation and priority management.
- Drive agency growth by participating in pitch development, formal proposals, and the documentation of success stories.
Qualifications and Experience
Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:
Required
- Bachelor's degree or equivalent experience in marketing, communications, business, or related field.
- 8+ years of account management experience, with at least 3 years in a senior or leadership role within a marketing agency environment.
- Demonstrated ability to lead and develop a team, including setting performance standards and managing up and down effectively.
- Proven track record of managing and growing multi-million dollar client accounts.
- Strong strategic thinking skills with the ability to connect marketing initiatives to client business goals.
- Excellent communication and presentation skills; comfortable presenting to executive and C-suite audiences.`
- Experience managing integrated marketing campaigns across digital, content, paid media, and/or brand
Desirable
- Proficiency in leveraging CRM platforms and project management software.
- Specialized expertise within key industry verticals such as healthcare, technology, retail, or B2B marketing sectors.
- Practical understanding of agency finance, spanning margin evaluation, billing processes, and the development of Statements of Work.
Benefits:
- Health, Dental & Vision Insurance
- Competitive salary
- 401(k) retirement plan with company match
- Paid time off
- Professional development assistance
- Volunteer and networking opportunities
- A collaborative and creative work environment
- Hybrid work schedule between home and office
- “Fair Share” incentive program
Physical Requirements
- Standard office working conditions which includes but is not limited to:
- Prolonged sitting
- Prolonged standing
- Prolonged computer use
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: Hybrid remote in Canfield, OH 44406
