Account Director

Role Overview

The Account Director leads the overall relationship, strategy, and growth of a portfolio of client accounts. This role is responsible for shaping account direction, strengthening client partnerships, and ensuring the work delivered aligns to meaningful business outcomes.

The Account Director operates as a senior client partner, working closely with executive stakeholders to understand business priorities, guide decision-making, and identify opportunities for expanded impact. In parallel, this role collaborates with Strategy, Project Management, and delivery teams to ensure work is aligned, well-scoped, and positioned for success.

This role balances relationship leadership with commercial accountability—owning account health, revenue growth, and long-term partnership development.

The ideal candidate comes from a technology services background, ideally within ecommerce or content management. Adobe or Shopify services experience preferred. 

Areas of Ownership

• Client Leadership and Partnership: Build and maintain strong, multi-level client relationships, serving as a trusted advisor to senior stakeholders and guiding conversations that shape direction and outcomes.
• Account Strategy and Planning: Develop and manage account plans that align client goals with agency capabilities, identifying opportunities for growth, mitigating risks, and strengthening long-term partnerships.
• Revenue and Growth Management: Own the commercial health of accounts, including revenue forecasting, scope expansion, and identifying and advancing new opportunities that drive sustainable growth.
• Strategic Alignment: Translate client business objectives into clear direction for internal teams, ensuring all work is grounded in strategy and aligned to measurable outcomes.
• Internal Coordination and Oversight: Partner with Project Management and cross-functional teams to ensure work is appropriately scoped, resourced, and delivered in line with client expectations.

Partners to Collaborate With and Support

• Revenue: Understand addressable revenue per client and engage our Revenue team for proactive pitches, audits and pursuits of new opportunities with existing clients. 
• Project Management: Partner closely to ensure delivery plans, timelines, and scopes align with account expectations and commercial objectives.
• Finance & Resourcing: Work closely with our finance and resourcing teams to accurately project revenue per client and the resources needed to deliver existing and future projects. 
• Senior Clients and Stakeholders: Serve as a consistent and credible partner, leading conversations, presenting work, and guiding decision-making across client organizations.

Team Oversight

This role provides leadership across account and delivery teams supporting assigned clients. The Account Director ensures teams have clear direction, understand client context, and are aligned to shared goals.

Measures of Success

• Sustained retention and growth across technology accounts, including expansion of scope and services
• High levels of client satisfaction across the portfolio
• Accurate revenue forecasting and strong commercial performance
• Consistent alignment between client expectations and delivered work
• Successful identification and advancement of new opportunities within existing accounts

Core Competencies

• Strategic Thinking: Ability to understand complex business challenges and translate them into clear, actionable opportunities.
• Client Leadership: Build trust with senior stakeholders and guide conversations with confidence, clarity, and credibility.
• Commercial Acumen: Understand how to grow accounts responsibly, balancing client value with business outcomes.
• Cross-Functional Collaboration: Work effectively across disciplines to align teams, solve problems, and move work forward.
• Communication and Influence: Communicate clearly across audiences, influence decision-making, and navigate complex stakeholder environments.

Professional Experience

• 5+ years experience leading client relationships within an agency, consultancy, or professional services environment
• Experience working in a technology services environment, with a firm understanding of how projects are initiated and delivered. 
• Demonstrated success growing accounts and expanding client partnerships over time
• Experience working with mid-market and/or enterprise clients and managing complex stakeholder environments
• Familiarity with digital, technology, or commerce-driven work and cross-functional delivery models. 
• Experience collaborating with project management and delivery teams to bring work from concept through execution

Expectations for the Role

• Abide by Said Differently’s 10 “We” Principles
• Communicate effectively in person, over video, and in writing
• Operate a computer and standard office tools for extended periods
• Travel as needed to support client relationships and key engagements (~10%)
• Manage multiple priorities in a remote or distributed work environment