829 Studios

Oversee strategic client management, foster client retention and growth, lead and mentor account teams, and coordinate cross-departmental collaboration to ensure high client satisfaction and account performance. | Extensive senior management experience in customer operations or related fields, proven leadership skills, ability to manage key accounts, and experience in SaaS or digital marketing agency environments. | The Key Account Director (KAD) is a vital client-facing role within the Client Services team at 829, tasked with overseeing the strategic management and growth of our key client accounts. This role includes indirect supervision over a pod that consists of an Account Management Manager (AMM) and 2-4 Account Managers under their charge. The KAD is key in setting and steering the strategic course for the pod’s client portfolio, focusing on enhancing client retention, leading in client issue resolutions, monitoring performance metrics, and spotting opportunities for upselling. Effective collaboration with strategists and the AMM is essential for devising and implementing marketing strategies that are customized and effective, meeting the clients' goals. This position is pivotal in fostering growth and sustaining high client satisfaction in our fast-paced agency setting. What You’ll Do Strategic Client Management: Oversee the strategic direction of all pod accounts, providing resources and support to develop comprehensive strategies that align with client goals. Cultivate and maintain senior-level client relationships to deeply understand their needs and expectations, ensuring our strategies effectively address their goals. This involves organizing and leading quarterly breakout sessions with clients to discuss and refine strategies. Overseeing the creation and delivery of customized QBRs that showcase client-specific insights and progress. This includes working closely with the AMM to provide the AM feedback on areas of improvement and framing. Monitoring client churn rates and providing detailed reports to senior leadership. The KAD analyzes trends and formulates strategies aimed at minimizing client turnover and boosting retention, leveraging operational insights from the AMM who handles the day-to-day management aspects. Client Retention and Growth: Strategically identifying and facilitating the exploration of opportunities for account growth and upselling, ensuring alignment with a clients broader business objectives. This includes working with an AM on narrative around the upsell and positioning. Operational aspects of the SOW and resourcing will sit with the AMM. Develop and refine client retention strategies based on continuous feedback and performance data to ensure contract renewal and strong customer survey scores (LIFT). Monitor client satisfaction diligently, intervening as needed to address concerns and support AMs during client escalations and then mapping a plan for the AM or AMM to follow-up in a 30-60-90 day cadence to ensure issue resolution. In coordination with the AM, establish and maintain a schedule of regular communications with key clients to keep them informed of account progress and new opportunities. Servicing of individually owned accounts: Take personal responsibility for the servicing of individually owned accounts, $80,000, within the pod, ensuring their needs are met and expectations exceeded. Respective of the KAD own portfolio, lead regular client comms to showcase new marketing strategies and technologies, strengthening client engagement and education. Team Leadership and Development Provide mentorship to the AMM and Account Managers, focusing on enhancing their strategic thinking and client management skills. Key Day-to-Day Responsibilities Dotted Line Management: Leverage insights from the AMM and Account Managers to inform upselling and retention strategies. Ensure high-quality service delivery from AMs, fostering a proactive approach to client management. Where individual performance concerns are present, coordinate feedback directly with the Account Manager and if needed escalate to the AMM. Performance Monitoring: Monitor key performance indicators for accounts, including satisfaction scores, retention rates, and revenue growth, adjusting strategies as needed. Conduct regular monthly meetings with AMM to assess the health of accounts and strategize improvements. Cross-Departmental Collaboration: Ensure seamless collaboration across departments such as paid, organic, and creative teams to deliver integrated services that meet client expectations. Work closely with strategists to ensure that high-level account strategies are aligned and consistently applied across client interactions. Reporting and Analysis: Provide detailed monthly reports to senior management on account performance, escalation incidents, and strategic initiatives. Analyze client feedback and performance metrics to continually refine strategies and improve outcomes. Benefits and Perks We Provide Remote Workplace. You have the option to work at our office in Boston or remotely in one of these states: AZ, CA, CO, CT, FL, ID, IL, KY, ME, MD, MA, MI, MO, NV, NH, NJ, NY, NC, SC, OH, OK, PA, RI, TN, TX, UT, VA. Paid Time Off. Receive generous paid vacation benefits that increase each year you’re with us, 12 Company Holidays, and Summer Fridays from Memorial Day through Labor Day. 401K + Match. 401K plan with 4% Safe Harbor employer match after one year of employment and financial literacy services provided through our retirement provider. Life Insurance Benefit. No-cost coverage to ensure peace of mind for your family. Short Term Disability Benefit. We've got you covered if you need to be OOO with an illness or injury that keeps you out of work. Healthcare. Choose from several competitive healthcare plans for you and your family with 80% employer coverage for all medical and dental premiums, 100% employer coverage for vision, and the option to participate in the FSA program. Commuter Benefits. Allocate pre-tax funds towards your commute to save up to 40% per year in transportation expenses. Continuing Education. Receive a personal budget to attend events and conferences. What We Believe At 829 Studios, we boldly embrace diversity, inclusivity, and equal opportunity. Our goal: a team rich in backgrounds, perspectives, and talents. Why? Because inclusivity powers our brilliance and client success. We are an Equal Opportunity Employer that is committed to equal employment opportunities regardless of race, religion, creed, color, sex, pregnancy, sexual orientation, gender, gender identity, national origin, disability, mental illness, age, ancestry, genetic information, military service, or any other status protected under applicable federal, state, or local laws. Who We Are 829 Studios is a Boston-based integrated digital marketing agency with a mission to propel organizations to unlock their full potential and accomplish their most ambitious goals. We harness the power of logic with magic – a balance of data-driven strategy and brand-focused creative. We partner with diverse organizations across various industries and our client list encompasses venture-backed start-ups, publicly traded companies, non-profits, and more. By committing not only to our growth as a company, but the development of our employees and teams’, we have created a collaborative environment that fosters ingenuity and promotes diversity, equity, inclusion, and belonging values within our community. 829 has been recognized as one of the nation’s top agencies by the Inc. 5000 Fastest-Growing Privately Held Companies, Adweek 100 Fastest-Growing Digital Agencies, Boston Business Journal's Fast 50 (Massachusetts' 50 Fastest-Growing Private Companies), HubSpot's Top Digital Agencies list, and a we are and employee-certified Great Place to Work. Salary Range: $120,000-$140,000 We determine compensation based on experience, demonstrated skills, and current market conditions at the time of hire to ensure fairness and consistency across roles. Actual compensation will depend on experience and may be adjusted based on skills, qualifications, and alignment with the scope and impact of the role.

Lead strategic growth and retention of a portfolio of accounts, mentor senior account leaders, manage client escalations, and drive operational excellence across pods. | 10+ years in client services or strategic leadership within a marketing agency, expertise in digital marketing channels, executive-level client engagement, team leadership, and financial acumen. | The Group Account Director (GAD) is a senior leadership role within the Client Services team at 829. This position is responsible for the overall strategic leadership and growth of a portfolio of accounts, organized by a pod. The GAD directly oversees 2-4 Key Account Directors, each of whom leads their own pod of account managers. In this role, the GAD provides strategic leadership and serves as the point of accountability for client satisfaction, client retention, and operational excellence across their portfolio. They act as a final escalation point for complex client issues and consistently step in as a critical member of the executive sponsor team for key accounts, building C-Suite relationships and ensuring that 829 delivers measurable impact and best-in-class marketing strategy. Beyond client oversight, the GAD plays a critical role in mentoring and developing senior talent - coaching KADs to elevate strategic thinking, strengthening cross-pod collaboration, and shaping scalable processes that enable growth. What You’ll Do Portfolio Management: • Serve as executive sponsor for a select number of high-value accounts, engaging directly with senior-level clients to build and nurture deep, strategic relationships. • Own the accountability for gross logo retention and net revenue retention across all pods under your purview. Develop and implement high-level strategies to minimize client churn and maximize lifetime value. • Determine and manage bandwidth, including account assignments, for KADs and their pods, ensuring optimal allocation of resources and alignment of team strengths with client needs. This includes forecasting team bandwidth and making timely adjustments to team dashboards. • Serve as the point of contact for client escalations across all pod accounts. This role is responsible for leading the resolution of complex performance or relationship issues, setting the standard for the entire team on effective client communication and conflict resolution. • Serve as the accountable party for the pods overall financial health. This means going beyond basic reporting to provide a clear, proactive view of the group's performance. The GAD will be responsible for financial forecasting and reporting, giving senior leadership a heads-up on projected revenue and potential churn. Growth and Operational Excellence: • Use a deep understanding of each client’s business to identify, vet, and support upsell opportunities that align with their goals. Lead the narrative development for these opportunities, empowering KADs to position and close upsell/cross sell opportunities. • Drive the continuous improvement of account management processes and deliverables, such as QBRs, strategy decks, and 90-day roadmaps, to enhance efficiency and strategic value. • Oversee the monitoring and management of account health across the entire portfolio. Analyze KPIS like client satisfaction scores , revenue growth potential, and gross retention, and adjust strategies as needed. • Equip the pod with the knowledge and tools needed to identify and articulate upsell opportunities. This includes training on new service offerings, and best practices for presenting value to clients. • Drive professional growth and retention of the team, mentoring and supporting KADs as effective leaders. This involves developing their skills, overseeing individual development plans, and providing consistent feedback. A core responsibility is succession planning, identifying and nurturing high-potential talent to build a strong future leadership pipeline. Cross-Departmental Collaboration: • Ensure seamless collaboration with other departments (e.g. paid media, organic, PR, SEO , email and creative) to deliver integrated, high-quality services that consistently meet and exceed client expectations. • Work closely with strategist and other senior leaders to ensure high-level of account strategies are consistent and effectively applied across all client interactions and deliverables. • Proven thought leader, staying ahead of the curve with deep market and industry expertise, using knowledge of digital marketing trends and competitor activities to guide the pod and bring innovative ideas to clients. • Collaborate closely with a small group of Executive Sponsors across Marketing, Web, Strategic Communications and Leadership functions. Day-to-Day Responsibilities: • Conduct regular meetings (via L10s) with KADs to assess account health, review performance metrics, and strategize improvements. • Provide direct support and step in for client presentations, pitches, and high-stakes calls, modeling effective client engagement for the team. • Lead client escalations, providing strategic guidance and directly engaging with clients to ensure a swift and satisfactory resolution. • Facilitate regular strategic reviews with executive-level clients to discuss service usage, satisfaction, and evolving needs. • Contribute to the continuous improvement of account management processes, ensuring the team is equipped with the best tools and practices to deliver exceptional service. Key Performance Indicators: • Pod / Portfolio Net Revenue Retention - ensuring account health and stability across all managed pod accounts. • Pod / Portfolio Gross Client Retention - maintaining strong long-term client relationships and reducing churn. • Successful Upsells and Account Growth - measurable contribution to the expansion of client scopes across service lines. • Growth & Profitability Alignment - visibility into contribution margin and budgeted revenue targets with responsibility for influencing and tracking progress against pod-level financial goals. What You’ll Bring • 10+ years of experience in client services, account management or strategic leadership with a marketing agency environment • Proven track record of leading enterprise portfolios, including responsibility for retention, growth, and profitability. • Deep expertise across digital marketing channels (SEO, Paid Search, Paid Social, Programmatic, Email, Content Marketing) with the ability to connect tactics to overarching client business objectives. • Executive communication and relationship skills, with the ability to engage C-suite stakeholders, influence decision-making, and serve as an executive sponsor for key accounts. • Leadership experience managing and mentoring senior account leaders fostering career development, and building high-performing teams. • Strong financial acumen with experience in budgeting, forecasting, and tracking contribution margin and Net Revenue Retention. Benefits and Perks We Provide • Remote Workplace. You have the option to work at our office in Boston or remotely in the United States. • Paid Time Off. Receive generous paid vacation benefits that increase each year you’re with us, 12 Company Holidays, and Summer Fridays from Memorial Day through Labor Day. • 401K + Match. 401K plan with 4% Safe Harbor employer match after one year of employment and financial literacy services provided through our retirement provider. • Life Insurance Benefit. No-cost coverage to ensure peace of mind for your family. • Short Term Disability Benefit. We've got you covered if you need to be OOO with an illness or injury that keeps you out of work. • Healthcare. Choose from several competitive healthcare plans for you and your family with 80% employer coverage for all medical and dental premiums, 100% employer coverage for vision, and the option to participate in the FSA program. • Commuter Benefits. Allocate pre-tax funds towards your commute to save up to 40% per year in transportation expenses. • Continuing Education. Access to monthly team-led webinars, exclusive 829-cohort based learning, digital course platforms, and funding opportunities to attend national conferences and events. What We Believe At 829 Studios, we boldly embrace diversity, inclusivity, and equal opportunity. Our goal: a team rich in backgrounds, perspectives, and talents. Why? Because inclusivity powers our brilliance and client success. We are an Equal Opportunity Employer that is committed to equal employment opportunities regardless of race, religion, creed, color, sex, pregnancy, sexual orientation, gender, gender identity, national origin, disability, mental illness, age, ancestry, genetic information, military service, or any other status protected under applicable federal, state, or local laws. Who We Are 829 Studios is a Boston-based integrated digital marketing agency with a mission to propel organizations to unlock their full potential and accomplish their most ambitious goals. We harness the power of logic with magic – a balance of data-driven strategy and brand-focused creative. We partner with diverse organizations across various industries and our client list encompasses venture-backed start-ups, publicly traded companies, non-profits, and more. By committing not only to our growth as a company, but the development of our employees and teams’, we have created a collaborative environment that fosters ingenuity and promotes diversity, equity, inclusion, and belonging values within our community. 829 has been recognized as one of the nation’s top agencies by the Inc. 5000 Fastest-Growing Privately Held Companies, Adweek 100 Fastest-Growing Digital Agencies, Boston Business Journal's Fast 50 (Massachusetts' 50 Fastest-Growing Private Companies), HubSpot's Top Digital Agencies list, and a we are and employee-certified Great Place to Work.

Manage and grow client relationships by executing digital marketing campaigns across multiple channels and leading account strategy and team members. | 5-7 years of marketing account management experience in an agency with strong digital marketing knowledge and excellent communication skills. | The Senior Account Manager will serve as the primary point of contact for assigned clients and will be responsible for managing and growing these relationships for 829’s B2B, B2C, and D2C clients. Working both as an individual contributor and collaboratively with a team, this role is responsible for the implementation and execution of digital marketing programs across a variety of channels, including SEM, Facebook, SEO, Social Media and web analytics. The ideal candidate for this role has a strong general marketing background, superior presentation and communication skills, and demonstrated, hands-on experience managing media, PPC, or other digital channels. What You’ll Do • Act as a client-facing consultant to identify, develop, and execute digital marketing campaigns and programs for enterprise clients. • Serve as the primary point of contact for assigned clients, managing day-to-day communication and overseeing all account-related activities. • Own or support account strategy development and needed refinement over the course of client relationship on at least 80% of your accounts • work with clients and internal team members to ensure consistent client success, leading multiple accounts, offering strategic counsel to clients, and providing mentorship and direction to junior teammates • Develop and maintain a strong understanding of each client's business objectives, industry, and target audience. • Ensure consistent account performance against all defined KPIs, overseeing communication of results and providing analysis • Manage project timelines, budgets, and deliverables to ensure timely and accurate completion of client projects. • Ensure speed and accuracy across all client correspondence • Work closely with leadership team to regularly review account performance and identify opportunities for account growth • Manage the overall financial health of assigned accounts, including forecasting, budgeting, and invoicing. • Develop and maintain strong relationships with key stakeholders within client organizations, including senior-level executives and decision-makers. • Stay up-to-date with industry trends, emerging technologies, and best practices in digital marketing. • Support new business efforts, with the ability to confidently take initial intro calls with prospects as needed, develop new business content, and pitch as senior account lead and/or strategy lead for new business presentations • Provide leadership and direction to junior team members, finding and supporting opportunities for personal and career development • Support development and growth of a strong agency culture by actively participating in team outings and engagement opportunities, including team brainstorms, trainings and planning sessions What You’ll Bring • Minimum of 5 - 7 years of experience in marketing account management in an agency • Strong knowledge of digital marketing tactics, including SEO, PPC, social media, email marketing, and content marketing. • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams. • Ability to manage multiple projects simultaneously and meet tight deadlines. • Experience with project management tools and software. • Proven track record of driving revenue growth and developing long-term client relationships. • A “lean in” personality willing to immerse themselves in learning the client’s business Benefits and Perks We Provide • Remote Workplace. You have the option to work at our office in Boston or remotely in the following states: MA, NH, RI, ME, CT, NY, NJ, NC, TN, FL, IL, MO, TX, UT, AZ, PA, CA, VA, OH, and CO. • Paid Time Off. Receive generous paid vacation benefits that increase each year you’re with us, 12 Company Holidays, and Summer Fridays from Memorial Day through Labor Day. • 401K + Match. 401K plan with 4% Safe Harbor employer match after one year of employment and financial literacy services provided through our retirement provider. • Life Insurance Benefit. No-cost coverage to ensure peace of mind for your family. • Short Term Disability Benefit. We've got you covered if you need to be OOO with an illness or injury that keeps you out of work. • Healthcare. Choose from several competitive healthcare plans for you and your family with 80% employer coverage for all medical and dental premiums, 100% employer coverage for vision, and the option to participate in the FSA program. • Commuter Benefits. Allocate pre-tax funds towards your commute to save up to 40% per year in transportation expenses. • Continuing Education. Receive a personal budget to attend events and conferences. What We Believe At 829 Studios, we boldly embrace diversity, inclusivity, and equal opportunity. Our goal: a team rich in backgrounds, perspectives, and talents. Why? Because inclusivity powers our brilliance and client success. We are an Equal Opportunity Employer that is committed to equal employment opportunities regardless of race, religion, creed, color, sex, pregnancy, sexual orientation, gender, gender identity, national origin, disability, mental illness, age, ancestry, genetic information, military service, or any other status protected under applicable federal, state, or local laws. Who We Are 829 Studios is a Boston-based integrated digital marketing agency with a mission to propel organizations to unlock their full potential and accomplish their most ambitious goals. We harness the power of logic with magic – a balance of data-driven strategy and brand-focused creative. We partner with diverse organizations across various industries and our client list encompasses venture-backed start-ups, publicly traded companies, non-profits, and more. By committing not only to our growth as a company, but the development of our employees and teams’, we have created a collaborative environment that fosters ingenuity and promotes diversity, equity, inclusion, and belonging values within our community. 829 has been recognized as one of the nation’s top agencies by the Inc. 5000 Fastest-Growing Privately Held Companies, Adweek 100 Fastest-Growing Digital Agencies, Boston Business Journal's Fast 50 (Massachusetts' 50 Fastest-Growing Private Companies), HubSpot's Top Digital Agencies list, and a we are and employee-certified Great Place to Work.