Responsibilities

• What You’ll OwnClient Relationships & Communication - Serve as the primary point of contact for a portfolio of roughly 6–8 e-commerce clients, owning the relationship end-to-end, including strategy direction and performance - Proactively reach out with ideas, recommendations, and updates, rather than waiting for clients to ask - Serve as the escalation point for all client sentiment, monitoring risks, relationships, and acting as the driver to reduce client churn - Build out and structure the client experience, including client visits and check-ins, gifting, and “make goods” where appropriate - Monitor account performance and client sentiment, flagging risk early and escalating internally when needed - Translate updates from the Performance and Project Management teams into clear, confidence-building communication for clients Team Leadership - Oversee a team of Account Strategists, including one Account Admin who reports up through one of those Strategists - Coach and mentor Strategists on client communication, ownership, and proactive account management - Balance workload and client assignments across the team - Support Strategists through escalations and difficult client conversations - Build and drive meaningful change and structure in the Accounts Department Cross-Functional Partnership - Partner closely with the Performance and Project Management teams to ensure clients get a cohesive, aligned experience across paid media, owned media, creative, and project delivery - Act as the connective tissue between client-facing communication and the specialists doing the work - Loop in the right internal stakeholders before issues become client-facing problems - Work directly with agency leadership on department goals, resourcing, and growth strategy Department Improvement - Identify and drive improvements to Account Management processes, templates, and standards (QBR structure, check-in cadence, reporting, escalation paths) - Build playbooks and best practices that make the client experience consistent and repeatable as the team grows - Contribute to onboarding and training materials for future Account Strategists Performance Monitoring - Set department-level KPIs in partnership with agency leadership, and own reporting on progress against them - Monitor account health for your own portfolio and maintain visibility into your team’s accounts - Track client-facing KPIs — retention, satisfaction, scope/spend growth — and flag departmental trends - Use performance data, your own and from the Performance team, to inform client conversations rather than simply relay it

Requirements

• 5+ years of agency experience, including direct client management
• Experience directly managing client relationships, including proactive communication and escalation handling
• Experience overseeing or mentoring other Account Managers/Strategists — people leadership, not just account ownership
• Familiarity with paid media, organic media, or creative concepts — enough to translate specialist work into client-friendly language, without needing to execute it
• Comfort managing a portfolio of multiple clients simultaneously
• E-commerce or D2C client experience
• Strong verbal and written communication skills; comfortable delivering both good and bad news
• Strong Differentiators:
• Experience partnering cross-functionally with performance media, project management, or creative teams
• Track record of building or improving account management processes, templates, or playbooks

Benefits

• Fully remote
• Unlimited PTO
• Flexible hours
• Internet, mobile phone, and gym reimbursements