Director of Account Management (Digital Marketing)
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.
Key Duties/Responsibilities
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
- Increase contract renewal rates and reduce churn
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
What you’ll find here:
Competitive salary based on experience level.
Matching 401k plan.
Health benefits.
Unlimited PTO.
Annual company offsite.
Fully remote work.
Discretionary bonuses are available.
Happy and motivated team.
- Department
- Client Services
- Locations
- New York City, Miami, Remote
- Remote status
- Fully Remote
- Employment type
- Full-time
- Seniority Level
- Senior Level
Perks on Perks
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Unlimited Paid Time Off
We trust you. We know that you'll do your work and do a great job. This also means we trust you to take off time when you need it. -
Health Benefits!
We want you happy and healthy, and we're happy to help make that happen. -
Retirement Fund
Make your money grow! We offer a matching 401(k) plan. -
Company Retreats
The JUICE team participates in its annual offsite held for employees to have fun, meet their fellow co-workers in person, and learn more about the JUICE vision. -
Remote Work
We know you will do your work whether at home or in an office, therefore, no need to step into an office again unless you want to! -
JUICE Swag
Wear your JUICE gear with pride! All employees receive a swag box once they join the company filled with things you WANT to rock.
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Lunch & Learns
Who doesn’t love free food and learning? Lunch & Learns are provided at JUICE to those who would like to learn more about various topics in digital marketing.
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Monthly Team Nights
JUICE hosts virtual and in-person team nights with various themes during and after work hours to all those who are open to joining and getting closer with their team.
We're pretty chill. We hope you are too.
Whether it's our crew of office dogs or our team outings, we're as fun as we are passionate about client success.
About JUICE
JUICE is an integrated digital marketing agency. Our strict focus on maximizing ROI has helped our clients achieve enormous revenue-driving success across user acquisition, e-commerce, 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. We focus on building scalable, efficient campaigns that drive results.
Vision & Values
Vision:
Be the Top Digital Marketing Agency in the US by promoting wholesome growth in our people, our clients, and our company
Values:
Act with integrity & take ownership
Why? In doing so, we will have a group of trustworthy leaders at all levels of the organization.
If JUICE cannot do it, no other agency can – we are here to solve complex business challenges for clients in the digital landscape. Results might not always be there, but we should always be challenging the status quo of any client in all stages of the digital lifecycle/funnel.
We service our clients with integrity and honesty – Our people conduct business with our clients as if it was their own dollars that they would be spending online. We are truly an extension of a client’s team. When making decisions on messaging, budget, and testing, we keep the client’s best interest in mind when making all decisions.
Our Team members choose to take ownership of the next steps and action items. Don’t assume your team member will be following up with the next steps. Take ownership of any deliverable, large or small.
Make it better than it was yesterday
Why? Growth, both professionally and as an organization can fuel us to be the best at what we do.
Healthy growth comes with continuous change and improvements to our current processes. Everyone at JUICE should feel empowered to provide feedback on any process, documentation, meeting agendas, Tettras that can be modified and improved upon so the next team member who experiences the next JUICE task or project can complete it better the next time.
Have each other’s back
Why? Two hands are always better than one in completing any task.
As a fully remote company, communication is at the forefront of how effectively we can operate as a team. We want everyone to proactively communicate to other team members via Slack, ClickUp, or email so there is nothing lost in translation. And secondly, our Team is composed of unique and talented individuals from different professional and cultural backgrounds. Share any knowledge across the organization through a lunch and learn, a Tettra, or even through a brief note in Slack.
Director of Account Management (Digital Marketing)
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