Account Management Director
Are you fanatical about customer success? Can you lead a team of high performing individuals to deliver an exquisite client experience? If so, you might be the person for whom we've tailored our Director of Account Management role.
-
The Work
Lead a growing team of Account Managers (AMs) whose role is to manage client relationships, maintain clients' focus on a strategy, resolve client issues, and identify growth opportunities. The Director guides each team member’s professional development and partners with other departments to improve client interactions, workflows, client-facing processes, and overall client experience. Focus areas include strengthening client engagements, supporting retention, and finding smart expansion opportunities across a telecom- and tech-focused portfolio. The role assists Account Managers in translating business goals into clear tactics and account strategies.
-
The Team
We are a B2B agency focused on technology and telecom where we contribute from C-level strategy to tactical execution. Our account management team fosters a positive client experience as our service delivery team produces dazzling work and results. The team is collaborative by choice and necessity. We make ourselves available to help when you're in a bind, and we ask that you reciprocate. We are a "pull" organization - meaning all our team members are expected to take ownership of their projects and pull needed inputs, resources and client buy-in to get the job done. If someone is waiting for micro-management, they're in the wrong place.
-
Perks of the Job
- 401(k) With Company Match
- Paid Time Off / Floating Holidays
- Profit-Sharing Program
- Employee Events, Virtual Happy Hours & More
- Schedule Flexibility. Serve Clients and Teammates, Not Clocks.
- Medical, Vision, Dental, Disability, Life Insurance
- $95-120K salary commensurate with fit, skillset and demonstrated success
Does this sound like you?
You lead with clarity, ownership, and momentum, enjoying management of complex client programs and guiding a team through shifting priorities without losing quality. You think at two levels at once: the big picture for the account/client goals and the details that keep expectations tidy. You feel comfortable navigating without a perfectly defined roadmap and can independently create the path forward from limited inputs when necessary - working with agility and developing innovative ways to reach the desired outcome. In doing so, you look ahead for risks and opportunities and address them before they turn into problems, coaching others to do the same.
-
Responsibilities
Team Leadership and Development: Hire, onboard, train, mentor, and manage team of Account Managers and in a fast-paced B2B digital marketing agency environment. Translate internally-defined responsibilities and critical tasks into individual development plans and measurable KPIs. Conduct regular performance reviews, set career path frameworks, identify skill gaps, and enable continuous learning
Account Health and Client Strategy Adherence: Evolve the account-management practice and strategy, specifically targeting retention, expansion, cross-sell and upsell across client base. Work closely and collaboratively with Campaign Strategist resources to identify goals, then chart course with Account Managers to accomplish that work. Track key account metrics (e.g., retention rate, revenue growth, customer satisfaction, retainer renewals). Craft new metrics as needed. Serve as escalation point for all account management concerns, including strategic clients or complex issues.
Revenue Growth and Portfolio Expansion: Work with Growth/Business Development and Creative Services teams to identify expansion opportunities (new services, additional capacity, upgrades) within existing accounts. Forecast revenue, manage quotas/targets tied to account growth/renewal/retention. Participate in pricing discussions, contract/retainer negotiations, renewal strategies as needed.
Cross-Functional Leadership and Process Optimization: Collaborate with Creative Servies, Growth, internal marketing, operations, and other departments as needed to align delivery with client expectations and company goals. Standardize and optimize account-management processes, workflows, documentation, and reporting structures. Ensure AM adherence to defined processes and workflows. Ensure smooth handoffs between sales pipeline and account-management function, focusing on resource allocation, client assignments and workload balancing.
Client Relationship Oversight (Strategic Accounts): Maintain direct relationships with top-tier clients or high-value accounts as needed. Guide and assist AM team in creating, improving or expanding client relationships with goal of account growth and increased revenue. Establish QBR cadence and account planning activities. Lead executive-level reviews, QBRs (quarterly business reviews), and long-term account planning.
Team Culture and Operational Excellence: Foster a culture of accountability, professional growth, and continuous improvement. Lead regular team meetings, knowledge-sharing sessions, and alignment with broader company strategy.
-
Requirements
- Proven ability to build and manage a team in a fast-paced agency or consulting firm.
- Demonstrable success in B2B client retention, growth or upsell.
- Experience in marketing agency or services firm (telecom marketing, hardware, network-services marketing, SaaS, technical services) a definite plus, as is understanding of telecom / network hardware / wholesale connectivity markets
- Strong leadership, coaching and people-management skills
- Strategic thinker, data-driven, comfortable with forecasting, metrics, and budget/quotas
- Strong communication, negotiation, conflict-resolution skills
- Experience working cross-functionally and managing complex client portfolios
- Familiarity with CRM and account-management tools (e.g., Act-On, Salesforce, HubSpot, internal tools)
- Comfort interacting with senior executives (internal and client side)
- Ability to present complex and multi-faceted work
- Proven ability to manage teams, encourage cooperation and enthusiasm, while exhibiting diplomacy
- Ability to develop account-level growth strategies that align marketing initiatives with client business objectives is desirable, but not required
-
Education & Experience
Experience: 8–10+ years in account management / client services / business development. Ideal candidate will have 3–5 years in an agency leadership role.
Full-time
Resume Required for Consideration
Job Location: Remote
Take the Plunge
We put a lot of thought and effort into writing a role description that would attract just the right person. If that's not you, you can probably tell already. If you feel like this was crafted just for you, jump in by clicking through to our Culture Index platform for a quick (<10 mins) assessment. Be sure to upload your resume after the assessment – both are mandatory and will go directly to the hiring manager.
About Access Marketing Company
Access Marketing Company is a marketing partner for B2B companies. Our team is great at the "hard stuff" other agencies can't or won't do. Essentially, we engineer your marketing program with measurable tactics that deliver results...and we strive to be bad-ass at it.
Our methodology focuses on clearly identifying and segmenting audiences, developing audience-specific messaging and building marketing systems and campaigns around those elements — using marketing tools and expert marketing practices — to increase the flow of prospects through your funnel.
