LMG Staffing Solutions is partnering with a strategy, design, and digital marketing agency to identify an Account Director, Client Services. This is a fully remote, full-time opportunity.
This role is ideal for a strategic, commercially minded client leader who is equally comfortable leading an executive client conversation and managing the details required to deliver the work. You will own and grow key client relationships, guide strategic planning, manage projects and cross-functional teams, identify opportunities to expand partnerships, and play an important role in bringing new business into the agency.
At this agency, Client Services is responsible for both account management and project management. You will not simply develop client strategy and hand projects off for execution. You will remain accountable for moving client work from initial request and scoping through planning, production, delivery, and completion, working closely with Strategy, Marketing, Creative, Technology, Operations, and agency leadership.
Requirements
Client Strategy & Account Leadership
- Own a portfolio of key agency accounts and their associated projects, with portfolio size based on account complexity, revenue, and strategic needs
- Serve as the primary point of accountability for assigned clients, overseeing both the client relationship and successful delivery of their work
- Build trusted, strategic relationships with senior client stakeholders and decision makers
- Develop a deep understanding of clients' businesses, industries, customers, priorities, and long-term objectives
- Serve as the voice of the customer internally and translate business goals into strategic opportunities that align with agency capabilities
- Lead quarterly planning sessions, business reviews, roadmap discussions, and executive presentations
- Maintain visibility into account health, client satisfaction, retention risk, revenue, project performance, and upcoming opportunities
- Navigate difficult client conversations and complex account challenges with confidence and sound judgment
Project & Delivery Management
- Project manage assigned client engagements from initiation through completion, maintaining accountability for scope, timeline, budget, resources, quality, and delivery
- Translate approved scopes and client objectives into clear project plans, milestones, deliverables, and briefs for internal teams
- Develop and maintain project schedules so teams and clients understand milestones, dependencies, deadlines, and responsibilities
- Coordinate work across Strategy, Creative, Content, Marketing, Technology, and other production resources
- Lead internal kickoffs, status meetings, and working sessions, and manage day-to-day client communication on status, approvals, and changing priorities
- Proactively identify risks, roadblocks, scope changes, and resource needs, partnering with Operations and department leads to resolve them
- Monitor project budgets and hours and take action when projects trend outside approved parameters
- Maintain accurate documentation, statuses, schedules, and budgets in project management systems, and facilitate project closeout
Account Growth & Financial Management
- Develop strategies to strengthen and expand existing client relationships
- Identify opportunities for additional projects, services, retainers, and strategic engagements
- Build and maintain account growth plans for key clients
- Contribute toward agency revenue and profitability goals while maintaining visibility into account revenue, forecasts, and utilization
- Partner with Operations and agency leadership to ensure new opportunities are appropriately scoped, priced, resourced, and positioned
- Balance client needs with the financial and operational health of the agency
Business Development & Agency Growth
- Play a senior role in executing the agency's business development strategy in partnership with leadership
- Manage the new business pitch process and help qualify RFPs based on strategic fit, capabilities, revenue potential, and resource requirements
- Lead the development of proposals, presentations, scopes, estimates, and strategic recommendations
- Create and lead pitches that confidently represent the agency's strategy, capabilities, approach, and value
- Build relationships with prospective clients, industry contacts, and partners within target markets
- Gather and share market intelligence to help identify new services, offerings, and areas of growth
- This role contributes significantly to new business but is not solely responsible for agency-wide lead generation or the entire sales pipeline
Cross-Functional Leadership
- Serve as the primary connector between assigned clients and internal Strategy, Creative, Technology, Marketing, Operations, and production teams
- Provide internal teams with context on each client's broader business objectives, not simply individual project requests
- Build alignment across disciplines and facilitate decisions when priorities, budgets, timelines, and resources require tradeoffs
- Hold internal teams and clients accountable to agreed-upon timelines, deliverables, approvals, and responsibilities
- Mentor less experienced Client Services team members in account management, project management, client leadership, presentations, and account growth
- Contribute to improving Client Services processes, project management standards, and business development practices
Requirements
What We're Looking For
- 7 to 10+ years of progressive experience in account management, client services, project management, business development, consulting, digital marketing, or a related professional services environment
- Significant experience in a digital, creative, marketing, technology, or integrated agency environment is preferred
- Demonstrated experience simultaneously managing client relationships and the projects associated with those accounts
- Strong project management capabilities, including scopes, schedules, budgets, resources, dependencies, risks, and cross-functional teams
- Proven success managing complex, high-value client relationships and developing relationships with senior and executive-level stakeholders
- Proven ability to identify and develop organic account growth opportunities
- Experience leading or playing a significant role in new business pitches, RFP responses, proposals, presentations, estimates, and scope development
- Strong understanding of agency financial fundamentals, including revenue forecasting, project budgets, profitability, and utilization
- Broad understanding of digital strategy and services, with the ability to connect business challenges to multidisciplinary solutions
- Excellent presentation, communication, facilitation, negotiation, and relationship-building skills, with strong executive presence
- Demonstrated ability to lead and influence cross-functional teams without relying on direct authority
- Ability to move comfortably between high-level strategy and hands-on project management
- Ability to travel for client meetings, pitches, conferences, and agency events as needed
