ACCOUNT MANAGEMENT DIRECTOR - AGENCY FOR SMBS (100% Remote In Canada)

Minimum of 3-5 years of leadership experience managing diverse, cross-functional remote teams. Proven expertise in account management, customer success, and online marketing best practices (SMB and SaaS environments preferred). Strong background in marketing strategy, campaign execution, and fulfillment disciplines (SEO, ads, copywriting, design). Exceptional relationship management skills with proven ability to negotiate, manage escalations, and achieve client objectives. Demonstrated success in aligning client needs with company financial objectives and growth strategies. Strong recruitment, training, leadership, and team development skills. Excellent analytical, problem-solving, and troubleshooting abilities. Strong business acumen and interpersonal skills, including planning, presentation, and cross-functional collaboration. Excellent communication skills (written, verbal, and presentation). Experience managing global teams and complex projects in fast-paced environments. Self-motivated, detail-oriented, creative, and results-driven with a client-first mentality. Tech-savvy, organized, and administratively strong. Deep commitment to customer satisfaction and fostering a service-first culture. Fluent in English (spoken and written).

Partner with Fulfillment Team to align account management goals with company strategy. Oversee performance management, career development, training, and recruitment of Account Management Team. Lead and support execution of strategies for measurable client campaign results. Manage client relationships, negotiate business outcomes, address escalations, and implement growth/retention strategies. Collaborate with Account Managers and Directors on client onboarding, communication, and satisfaction. Address client needs and formulate tailored account plans. Champion the voice of the customer to influence product roadmap, marketing, and operations. Drive customer adoption, engagement, satisfaction, and lifetime value. Oversee support operations for fast resolution times and scalable processes. Manage key accounts and at-risk customers to maximize renewals. Develop and monitor KPIs (NPS, retention, expansion revenue, campaign performance, time-to-value). Own and manage budgets, optimizing resources. Collaborate cross-functionally to improve customer journeys and reduce churn. Partner with Marketing to launch client and partner education programs. Lead, mentor, and grow a high-performing organization. Build scalable processes and systems for self-serve and hybrid engagement models. Foster a culture of collaboration, transparency, empathy, accountability, and integrity. Ensure high levels of client satisfaction, retention, and credibility. Perform other leadership duties as required.