Account Director - Account Services

Position Overview

The Account Director (AD) is a senior client leader responsible for the strategic oversight and growth of a book of client accounts. This role balances client satisfaction, revenue performance, and team leadership, ensuring that all campaigns and initiatives are executed with excellence. The AD acts as the primary strategic partner for clients, guiding account teams and cross-functional agency resources to deliver integrated marketing strategies and tactics. The AD is ultimately responsible for each account's success, understanding the clients' business and anticipating their needs, becoming a trusted, indispensable partner.

Account Services plays a central role in our agency's success. We are expected to be proactive, solution-oriented client advisors who bring structure to complexity, help clients make confident decisions, and lead internal teams with clarity and accountability.

Key Responsibilities

• Lead a book of client accounts, ensuring strategic direction and overall client satisfaction.
• Develop and execute account strategies that drive revenue growth, including identifying and leading in-account growth opportunities that align client goals and agency priorities.
• Negotiate, manage, and forecast revenue for Statements of Work (retainers and projects) and Change Orders.
• Manage and mentor a team of Senior Account Managers/Account Managers and Account Coordinators (typically, 2-4 direct reports), fostering leadership, professional development, accountability, and collaboration.
• Oversee project delivery, ensuring that all campaigns and initiatives meet deadlines, budgets, and quality standards.
• Serve as an escalation point for client issues, resolving conflicts when possible and partnering with Account Services leadership as needed.
• Manage client expectations with the ability to recognize critical issues and resolve them strategically and diplomatically.
• Collaborate closely with creative, content, strategy, media, growth marketing and public relations teams to ensure campaigns and initiatives reflect the client's objectives and agency standards.
• Monitor account performance, ensuring regular reporting and insights to clients and internal leadership.
• Champion agency processes, tools, and best practices to optimize team efficiency and client outcomes.
• Contribute to agency culture by modeling accountability, leadership, creativity, strategy, and a client-centric mindset.
• Understand client industries, goals and internal pressures, and marketing trends to act as a thought leader and trusted partner.

Performance Metrics / Success Criteria

• Achievement of assigned account revenue goals and growth objectives across book of accounts.
• Improve client satisfaction scores and retention rates.
• Delivery of high-quality campaigns/initiatives on time and within approved scope and budget.
• Team engagement, retention, and development within the account services pod.

Required Skills & Experience

• Proven success leading performance-driven marketing campaigns, translating insights into measurable KPI gains and retention across paid and owned channels. 
• 6+ years of experience in account services or client management within a full-service or digital-focused agency (or corporate marketing team).
• 1+ years of experience managing direct reports (or equivalent formal people-management responsibility), including coaching, performance feedback, and accountability.
• Demonstrated ability to manage multiple accounts of varying size and complexity in a fast-paced environment.
• Experience in developing goals and requirements, project plans, and managing budgets.
• Strong leadership, mentorship, team management, and client relationship skills.
• Proven experience driving in-account growth and delivering strategic marketing solutions.
• Deep understanding of integrated marketing, including digital (online media, apps, websites, SEO, social media, etc) and traditional channels (PR, creative, offline media, etc.).
• Exceptional communication (oral and written), presentation, leadership, and relationship-building skills.
• Proficiency with project management (agile methodology preferred), reporting, and CRM tools.
• Advanced problem-solving skills and a solution-oriented approach to client and team management.
• Driven to accept responsibility and accountability for work while seeking opportunities for additional challenges and growth.

Reporting Lines & Team Structure

• Reports to: VP of Account Services
• Direct Reports: Senior Account Managers/Account Managers and Account Coordinators (2-4 per pod).
• Collaborates with: Leadership, Creative, Strategy, Media, Operations, Web Development, and other cross-functional teams.

Growth & Development Opportunities

• Exposure to agency leadership, strategic planning, and high-profile client accounts.
• Career path toward VP of Account Services or broader leadership roles within the agency.
• Opportunity to shape account strategy, team processes, and agency culture.

Culture & Values

Our Account Directors are expected to model accountability, drive exceptional client outcomes, and contribute to a culture where teams and clients succeed together.