The Director of Account Service contributes to the growth and profitability of the agency by building and managing an account service team that produces great client work at a profit and grows the relationships over time for the company.
The Director of Account Service leads accounts and identifies growth opportunities that benefit the client and the agency.
This is a hands-on leadership position. As a member of the leadership team, The Director of Account Service is responsible for aligning the goals of the account service team with the overall goals of the company.
The Agency has two types of Clients:
Project-Based Clients come to us initially for proposal or package based projects. These projects have a distinct beginning and ending, with specific tasks and processes, and have a range of project budgets. Nearing the end of the initial project, we pinpoint opportunities for other project work that will be beneficial to both the client and the agency, transitioning the client from a new relationship to an ongoing client.
Retainer-Based Clients have annual agreements including a variety of services such as strategy, branding, graphic design, marketing, social and digital advertising. Nice Branding Agency serves as a strategic partner for many of our retainer-based clients. These are longer term relationships with opportunities for growth.
The Design Work we produce for our clients includes:
The Media Work we produce for our clients includes:
Grow and Mentor The Account Team
The Director of Account Service is responsible for growing the account team to ensure that clients + projects are managed efficiently and that relationships are nurtured to create ongoing opportunities to grow the business.
As NBA grows we expect to see a distinction between Account Managers (AMs) and Project Managers (PMs). AMs will focus on retainer clients who require more strategic work and who have the ability to grow. PMs will focus on project-based or smaller clients and will handle internal tasks for the agency that keep projects moving through the agency efficiently.
Nurture Key Relationships + Build Revenue
The Director of Account Service is key to growing and maintaining the agency’s key relationships. The Director of Account Service should know the details of the top 5 clients and should have a high-level pulse on the rest of the clients with the ability to get up to speed on client details and needs quickly.
The Director of Account Service is responsible for building recurring revenue. Recurring revenue is any revenue from a client that the agency has been billing for more than 12 months. This is achieved by nurturing deep relationships based on great work wrapped in exceptional customer service.
Lead Client Strategy Work + Contribute to Agency Strategy
The Director of Account Service is key to the strategy work for our clients. Depending on the client, the Director of Account Service may be the key strategist or may play a supporting strategy role on client business. As the leader most in touch with the client’s needs, the Director of Account Service will help shape agency strategy as well.
The Director of Account Service should be on top of client strategy, pushing the agency to ensure that the work we produce solves the problem for the client.
Build Morale + Support of the Company Vision, Mission, and Values
As the leader of the Account team, the Account Service Director is responsible for creating a positive work environment and for ensuring that the attitudes and commitment of the staff are aligned with the vision, mission and values established by the owners.
Create Client-Focused Systems + Processes
The Director of Account Service will create and refine systems and processes for the company to enable effective and efficient work.
Client Onboarding, Strategy, and Growth
Working with the Account Team and the Executive Team, the Director of Account Service is responsible for creating onboarding, management, communication and reporting processes that enable the client relationship to grow. These processes should be consistent from one client to the next in order to create predictability and clarity in the agency.
Project Management System
Establish project management methodologies and ensure they align with the goals of the organization. The Project Management System should be used to ensure communication is clear and project details are accurate and supporting information is provided to internal team.
Create Internal Operations Systems + Processes
The Director of Account Service is key to the efficient running of the agency. Together with the COO, The Director of Account Services will:
Coordinate billing with accounting department to ensure accurate project billing.
Review and analyze performance reports on a weekly basis, and at project completion, to monitor and improve performance of all jobs.
Maintain Key Role on Strategy Team
Can identify a good prospect, understand their needs and quickly get to right solution for them. Knows when a prospect is not a fit and it not afraid to step away.
Can quickly understand the client’s strategy and how the agency can help them reach their goals.
Can sense satisfaction and dissatisfaction with the client and the agency team.
Communications quickly, clearly and honestly
Understands the work of the agency and how it can benefit the clients.
Is motivated by agency goals and the necessity of meeting them.
To apply, email your resume and cover letter to email@example.com.
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