Job Overview
The Director of Accounts is accountable for the health and growth of Tectonic's client account portfolio within Digital/Agency Services. This role leads senior account management for a book of key clients while managing a team of account managers, partnering closely with Business Development, Strategy, and Operations to keep client relationships productive, retained, and growing.
This role owns account management across Tectonic's Agency Services offerings, including Branding & Marketing, Web Design & Development, and AI & Automation, and coordinates with Orchestrate projects and clients as needed. This role is not responsible for IT/MSP accounts (ITonDemand, HelpDesk Realty). This role reports to the VP, Digital & Agency Services.
This is a remote work role, however regular travel to client sites is required, mostly focused in the Louisville, Kentucky region.
Strategic Responsibilities
- Account portfolio performance: Accountable for the health of a portfolio of key client accounts, driving retention, expansion, and satisfaction across Agency Services offerings.
- Prospecting & business development support: Maintains a clear understanding of Tectonic's ideal client profile and core service lines; mines inbound leads for strong connections and contributes to prospecting collateral (client presentations, case studies, positioning materials).
- Team leadership & development: Manages, mentors, and continually develops a team of account/project managers; provides regular coaching and performance feedback to each direct report; models best practices in client communication and account strategy.
- Cross-functional coordination: Partners with Operations to align on sales forecasts and team bandwidth; works with Strategy to build case studies and sales collateral; keeps account-level work connected to established Delivery standards.
- Account prioritization alignment: Operates within account priorities and strategic direction set by the VP, Digital/Agency Services, translating those priorities into portfolio focus, resourcing decisions, and account-level growth plans.
- Client cultivation & growth: Builds long-term relationships with prospects and clients aimed at productive, mutually beneficial partnerships; works with the Accounts team to grow existing accounts, including spotting opportunities to bring in adjacent Agency Services offerings.
- Communication & market presence: Leads client presentations, writes Statements of Work, and supports thought leadership and sales content (case studies, blog posts) in partnership with Marketing and Strategy.
Director Owns Personally
- Top account relationship ownership: Serves as the primary strategic point of contact for a portfolio of key accounts, personally managing the relationship at the senior client stakeholder level.
- Account strategy & growth planning: Defines the growth plan for each top account, identifying expansion opportunities, risks, and the path to renewal or upsell.
- Statement of Work ownership: Drafts, negotiates, and finalizes SOWs for their accounts, ensuring scope, pricing, and terms protect both the client relationship and Tectonic's margins.
- Executive-level presentations: Leads select, priority client-facing presentations and strategic conversations for top accounts, including Quarterly Business Reviews where the Director's presence is warranted.
- Escalation ownership: Steps in personally on account-level risk (scope disputes, satisfaction issues, delivery concerns) resolving them before they require VP involvement.
- Prospecting collateral input: Personally reviews and contributes to client presentations, case studies, and positioning materials used in business development.
- Team development: Personally mentors direct reports, shapes career paths, and makes hiring/staffing recommendations for the Accounts team.
Director Ensures through Team
- CRM hygiene & pipeline tracking: Account managers maintain accurate, up-to-date records on accounts and opportunities; Director audits regularly and ensures consistency across the team.
- Day-to-day account coordination: Account managers handle routine client communication, meeting scheduling, and status updates; Director reviews and steps in as needed.
- Client onboarding & handoffs: Account managers execute onboarding for new accounts and coordinate handoffs from Sales/Strategy into delivery; Director ensures the process is followed consistently and nothing falls through the cracks.
- Meeting & QBR cadence: Account managers run recurring client check-ins and quarterly business reviews; Director sets the format and expectations, reviews highlights, and joins selectively for key accounts.
- SOW & scope tracking: Account managers monitor scope against active SOWs and flag changes early; Director ensures change requests are routed and resolved before they become budget or delivery risk.
- Reporting cadence: Team maintains account-level reporting; Director ensures it maps to client goals and gets acted on, not just filed.
- Policy & process adherence: Account managers follow documented account management standards; Director trains, reinforces, and audits compliance across the team.
Qualifications
- 8+ years of experience in account service and strategy, ideally within a digital agency, marketing, or professional services environment.
- Proven ability to identify qualified prospects and close both project-based and retainer engagements.
- Experience managing and developing a team of direct reports.
- Working knowledge of current digital marketing strategy and Tectonic's broader Agency Services portfolio (branding, web development, AI & automation).
- Hands-on experience with a modern CRM (e.g., HubSpot, Salesforce, Copper) and project/PM tooling (e.g., Jira, Notion, Basecamp).
- Strong organizational skills, particularly time management across multiple concurrent accounts.
- Bachelor's degree or equivalent professional experience in a related field.
- Exceptional attention to detail.
Compensation: $90,000 base salary + performance-based variable compensation.
Pay: $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Louisville, KY 40206
