Strategic Account Director

Overview

This is a hybrid role (three days per week at our HQ in San Francisco, CA and will report directly to the VP of Client Experience).

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From Draft Kings to Robinhood to Zillow, we work with the world’s biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month.

Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it s our people who foster a culture that makes our company a place worth being part of.

And of course, the snacks are the cherry on top!

Crafty is seeking a seasoned Strategic Account Director (SAD), a key role focused on managing and expanding strategic client relationships, driving revenue growth, and fostering long-term partnerships. This role requires a deep understanding of clients  businesses, industry trends, and organizational objectives to deliver tailored solutions that align with the clients needs, while advancing the company’s strategic goals.

This role reports directly to the VP of Client Experience, is located in San Francisco and may have up to 15% travel.

CLIENT RETENTION AND GROWTH

• Client Success & Growth:
  Develop strategies to elevate client satisfaction, driving engagement, retention, and account growth. Align client outcomes with company objectives for mutual success.
• Strategic Engagement:
  Develop and execute strategic plans to address client pain points and continuously evolve client programs across all Logos and Locations within your portfolio.
• Proactive Service Delivery:
  Provide exceptional client service, including proactive communication, timely response to requests, and effective collaboration with cross functional teams.
• Agility & Adaptation:
  Navigate shifting priorities with ease, ensuring we remain focused on delivering strategic value to the client and Crafty.
• Execution Excellence:
  Translate strategic plans into actionable initiatives, driving continuous improvement and innovation in client engagements.

EFFECTIVE COMMUNICATION

• Active Listening:
  You re a master of active listening, empathy, and cultural sensitivity to foster deep connections.
• Clarity & Influence:
  Communicate complex strategies succinctly, ensuring alignment and understanding among clients and internal stakeholders.
• Conflict Management:
  Resolve challenges with diplomacy, turning conflicts into collaborative solutions and strengthened client relationships.

PROGRAM MANAGEMENT

• Comprehensive Oversight:
  Using Project management platforms (Asana, Jira, , etc.), lead complex client programs, ensuring alignment with business objectives and exceeding client expectations.
• Cross-Functional Collaboration:
  
  Unite diverse teams to innovate and deliver enhanced client experiences and tailored solutions.
• Proactive Engagement:
  Maintain transparency on project progress and swiftly address challenges, ensuring seamless execution and client satisfaction.
• Continuous Improvement:
  Partner with internal teams to refine and evolve service offerings.

FINANCIAL ACUMEN

• Data-Driven Decisions:
  Leverage analytics within Data visualization tools (Tableau, Looker, Power BI) to measure success and drive data-informed strategies for client growth and retention.
• Performance Management:
  Using CRM & Implementation tools (Salesforce, Hub Spot, etc.) monitor key performance indicators and adjust tactics to optimize profitability and client outcomes.
• Growth Optimization:
  Identify opportunities for expansion and upselling, driving revenue growth in alignment with business targets.

Ideal Experience

• 7+ years in a Client Success role
• 2+ years in a Project Management /…