The Director of Account Management will be responsible for the health of the client partnerships we have at JUICE. This role will oversee onboarding, maintenance, retention, account growth and renewals when it comes to client servicing and delivery. This role will lead how JUICE provides excellent customer service to all of our clients by coaching and managing and mentoring the internal team.

ABOUT US:

JUICE is a digital growth & marketing agency founded by two entrepreneurs with previous exits. Our strict focus on maximizing ROI has helped our clients see enormous revenue driving success across user acquisition, eCommerce, and lead generation campaigns. JUICE is an industry leader in results-driven growth strategy development, social advertising, search engine marketing, organic search ranking, and lead generation. JUICE focuses on building scalable, efficient campaigns that drive results.

• Client onboarding, client support, advocacy, retention, account growth, renewals, and up-sell opportunities.
• Develop Account Strategy Teams
• Coach and develop Client Success Managers, Strategists and Assoc. Account Directors, as measured in a Client scorecard
• Encourage continuous learning within team pods
• Foster collaboration within team and across marketing channels
• Manage client success outcomes
• Increase contract renewal rates and reduce churn
• Track all MSAs for potential expiration dates
• Increase revenue in accounts through cross-selling and up-sell opportunities
• Influence lifetime value through customer satisfaction and overall NPS performance.
• Drive new business growth through greater advocacy and identifying clients willing to provide references and/or testimonials
• Client check-in calls & QBRs
• Client check-in cadence outside of normal meeting times
• Record client memorable moments in a centralized CRM the team can access
• Personalized gifting particularly around memorable moments
• Protocols and cadence for generating client feedback —both formal and informal
• Manage client listening points through surveys, Executive Sponsor sync calls, exit surveys, etc…
• Coaching of account teams through pre-call syncs, on-call feedback(as needed), post-call syncs, and consistent identification of growth opportunities for CSMs, Strategists, Associate Account Directors and the entire client-facing team.
• Serve as the primary point of escalation for any/all client issues
• Coach, mentor and manage all CSMs, Strategists and Associate Account Directors across teams as it relates to conflict resolution within their teams and book of business.

Key Performance Indicators (KPI)

• Churn Rate, Average Contract Length, & Upsell Rate
• Existing Client Upsells
• Client and team scorecards aligning with client expectations