Account Director, Client Management

Jellyfish • New York, NY

8d • Hybrid

About The Position

Jellyfish is a full-service global digital agency that integrates strategy, creative, data, media buying and planning, and technology. With nearly 2,000 employees across 38 offices worldwide, Jellyfish is positioned as a forward-thinking global marketing partner. The agency excels in understanding both brand and activation, using data-driven insights to connect clients with the right audiences and deliver exceptional creative solutions across all platforms. As part of the Brandtech Group, Jellyfish is at the forefront of implementing Generative AI tools, utilizing its PencilPro platform for creative production, distribution, and performance prediction.

The Client Management capability at Jellyfish holds strategic ownership of accounts, delivering top-tier client service and identifying new business opportunities. They ensure that opportunities are capitalized upon.

In this role, the Account Director will be responsible for driving client success, ensuring profitability, and cultivating a high-performance team culture. This individual will act as a strategic advisor to clients, aligning Jellyfish's offerings with their business objectives and proactively seeking growth and innovation opportunities. The role also involves mentoring the client operations team and collaborating with the VP or Client Partner to address challenges and ensure operational excellence and cross-functional teamwork. This position is based in the NYC office, requiring two days per week in the office.

Requirements

• Paid Media Expertise: Experience in leading paid media accounts while also collaborating with capability teams to align paid media strategy with creative, content, and earned media for client outcomes.
• Good Commercial knowledge: Ability to build teams and scopes fit for client purpose, and know how to optimize to improve profitability and outputs
• New Business Experience: Experience in participating in new business. Have a POV on pitch narrative, support / partner with Growth team on end-end process
• Effective Communication and Presentation: Consistently delivers clear, persuasive, and actionable recommendations to internal teams and clients
• Technical Expertise, plus breadth of knowledge: Client Management Directors should be technically excellent in paid media with a comprehension of the breath of JF offerings to be able to identify potential growth opportunities
• Strategic Use of Data and Tools: Regularly uses platforms like Google Analytics to analyse performance data, generate insights, and guide decision-making that optimizes client outcomes and maximizes ROI
• Strategic Thinking: Ability to anticipate client needs, proactively identify opportunities, and drive results
• Proactive Problem-Solving: Tackles challenges with a calm, solutions-oriented mindset, resolving conflicts and identifying opportunities to strengthen processes, improve outcomes, and enhance client relationships
• Collaboration and Team Leadership: Actively contribute to a collaborative, high-performing work environment by leading cross-functional teams effectively, fostering open communication, and ensuring the timely delivery of complex projects.
• Commitment to Excellence: Demonstrates exceptional attention to detail by producing high-quality work that consistently meets or exceeds expectations, setting a standard of excellence for the team, and ensuring positive client satisfaction scores
• Business Acumen: Ability to align Jellyfish’s solutions with client business objectives and drive account growth
• CRM & Data Management: Experience managing client data in Salesforce or similar systems, ensuring accuracy and integrity
• Leadership & Mentorship: Proven ability to guide and support junior team members, fostering professional growth and development

Nice To Haves

• Client-Centric Mindset: Anticipates client needs and proactively provides solutions or recommendations
• Ownership and Accountability: Owns mistakes, identifies lessons learned, and implements improvements to avoid repeating errors
• Problem-Solving: Identifies potential obstacles early; develops actionable solutions to mitigate risks
• Commitment to Growth and Learning: Proactively seeks feedback from colleagues, and clients to identify areas for improvement

Responsibilities

• Ensure best-in-class delivery to clients: be obsessed with their business, demand excellence and ensure work is accurate, bespoke to client and impactful to clients
• A comprehensive understanding of the service your client is using: robust media knowledge, a thorough understanding of the production/creative process etc.
• Budget management: oversee billing sheets, media budgets, and accruals.
• Drive cross-team collaboration to deliver integrated, client-centric solutions
• Lead all cross functional responses, define outline/outputs from capability teams and responsible to review prior to ensure high client satisfaction
• Lead QBRs with the cross functional teams and support the execution of client growth plans
• Implement foundational best practices such as conference reports, timeline management w/PM/IP, roles & responsibilities to deliver client responses, proper internal check-ins, etc
• Optimize team resources to enhance client (and internal) team satisfaction and profitability: identify process improvements, flag issues to VP/Client Partner and Capability teams and work to resolve
• Drive client growth by achieving set targets and identifying expansion opportunities
• Stay ahead of industry trends and contribute to marketing and innovation efforts
• Mentor and support client operations to foster a high-performing team
• Implement best-in-class Client Management practices and financial reporting such as client forecasts, invoicing, budget reconciliation
• Strengthen client relationships through engagement in events, webinars, Thought Leadership and case studies
• Provide strategic guidance and develop high-quality briefs aligned with client objectives
• Anticipate client needs, proactively address problems: offer innovative solutions, and drive strong NPS scores and retention
• Identify and implement operational improvements
• Delegate effectively to build confidence and capabilities
• Foster a culture of excellence, collaboration, and continuous improvement
• Support onboarding and development of new hires with structured training plans

Benefits

• Healthcare plans: Have peace of mind with our healthcare, vision and dental insurance, plus short and long-term disability and life cover.
• Custom Work Environment: Work remotely for up to 60% of your days and shape your day between 8am. and 6:30pm with flexible working hours.
• Family Support: Enjoy 14 weeks of paid leave for primary caregivers and 4 weeks of paid leave for secondary caregivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed