Key Account Director, Client Services

Overview

The Key Account Director (KAD) is a vital client-facing role within the Client Services team at 829, tasked with overseeing the strategic management and growth of our key client accounts. This role includes indirect supervision over a pod that consists of an Account Management Manager (AMM) and 2-4 Account Managers under their charge. The KAD is key in setting and steering the strategic course for the pod’s client portfolio, focusing on enhancing client retention, leading in client issue resolutions, monitoring performance metrics, and spotting opportunities for upselling.

Effective collaboration with strategists and the AMM is essential for devising and implementing marketing strategies that are customized and effective, meeting the clients  goals. This position is pivotal in fostering growth and sustaining high client satisfaction in our fast-paced agency setting.

• 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.

Client Retention and Growth:

• 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.

Servicing of individually owned accounts:

• 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.
• Team Leadership and Development
• Provide mentorship to the AMM and Account Managers, focusing on enhancing their strategic thinking and client management skills.

Key Day-to-Day Responsibilities

Dotted Line Management:

• 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.

Performance Monitoring:

• 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.

Cross-Departmental

Collaboration:

• 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…