Director, Account Services

Job Description:

• Lead, coach, and develop a team of six account managers through one-on-ones, goal setting, performance reviews, and career planning
• Hire, onboard, and train account managers and create ramp plans
• Advocate for the account management team by addressing capacity concerns, removing roadblocks, and ensuring access to tools and support
• Balance workload and resourcing across the team
• Establish expectations, competency standards, and career paths
• Build a culture of accountability, collaboration, and continuous improvement
• Oversee the health and quality of client relationships across agency accounts
• Directly manage a small volume of high-visibility and revenue accounts
• Set and enforce client-management practices, including communication cadence, status reporting, escalation paths, and documentation
• Support complex, high-visibility, or at-risk accounts through issue resolution and direct client engagement
• Partner with Senior Directors of Communication on client strategy and consulting priorities
• Identify opportunities to strengthen and expand client relationships
• Represent account management in client planning, renewal, and new-business discussions
• Own and refine project-management standards, intake processes, and workflows
• Ensure projects are scoped, scheduled, resourced, and delivered on time and within budget
• Maximize Monday.com and other project-management platforms through adoption, reporting, and automation
• Report team capacity, project status, and delivery metrics to leadership
• Streamline Creative and Operations handoffs and reduce rework and manual steps
• Develop proactive, strategic, and repeatable approaches to client needs
• Identify, pilot, and scale AI and emerging tools for project and account management
• Build business cases and lead change management for new tools and processes
• Champion continuous improvement using team feedback and delivery data
• Report to the Vice President, Engagement Solutions
• Collaborate with Creative, Operations, Consulting, Client Service, and Implementation teams
• Connect account management with the broader bswift organization

Requirements:

• Ten or more years of experience in project management, account management, or client services
• Two to three years directly managing and developing people
• Demonstrated success leading teams delivering complex, multi-stakeholder client projects on time and within budget
• Deep knowledge of client management best practices
• Proven ability to design and implement efficiency- and quality-improving processes and workflows
• Hands-on experience with workflow and project management platforms such as Monday.com, including boards, automations, and reporting
• Exceptional written and verbal communication skills
• Excellent organizational, attention-to-detail, and problem-solving skills
• Ability to advocate for a team while maintaining high standards
• Strong time management and ability to meet deadlines across multiple accounts and competing priorities
• Ability to work in a fast-paced, sometimes high-pressure environment
• Proficiency with Microsoft Outlook, Word, PowerPoint, Excel, and Teams
• Bachelor’s degree or equivalent practical experience
• Preferred: Bachelor’s degree in Marketing, Communications, Advertising, Journalism, English, or Business
• Preferred: Experience in employee benefits, HR communication, or employee engagement
• Preferred: Prior agency or consulting experience, preferably in a leadership capacity
• Preferred: Practical experience applying AI tools to project management, content workflows, or team productivity
• Preferred: Experience establishing or maturing an account management or client services function
• Preferred: Experience managing print and digital vendor relationships and working in SharePoint
• Preferred: Familiarity with benefits administration technology or the broader benefits ecosystem

Benefits:

• Comprehensive health, dental, and vision plans
• Performance-based incentives for most roles
• Remote-first, office-friendly environment
• Employer-sponsored retirement savings programs
• Professional development, training, and career-growth resources
• Supportive culture encouraging collaboration, open communication, and creative problem-solving
• Mental health, financial planning, and wellness resources
• Flexible and creative work environment
• Specific benefit offerings vary by position and may be subject to change