Account Director, Social Media

BrandBastion

20h•Remote

About The Position

BrandBastion transforms the way brands handle social engagement, working with some of the most recognized names in the world – Netflix, Uber, Sephora, Benefit Cosmetics, JD Sports and more. We help our partners get the most out of their social media engagement, across paid, organic, and non owned conversations. Our proprietary technology automates the management of millions of social interactions every day, while maintaining the personal quality of one-on-one conversations grounded in context, brand knowledge and TOV. BrandBastion is looking for a strategic, commercially minded Account Director with deep experience in organic social media, community engagement and enterprise client leadership. This is not a paid media or campaign execution role. We need someone who understands what happens after content goes live, how brands manage communities, engage audiences, protect their reputation, deliver customer care and use social conversations to inform broader business decisions. And on top of that, understand that tooling and AI will make it possible. You will own a portfolio of strategic accounts and be accountable for the overall customer relationship, account strategy, value realization, retention and growth. You must be comfortable acting as the primary senior partner to leaders such as Global Heads of Social, VPs of Marketing and Customer Experience executives. Our product, technical and operational teams will support platform configuration, onboarding and workflow optimization. However, you will need to understand the platform, confidently advise customers on how to use it and take hands-on ownership of moving accounts forward.

Requirements

Experience as an Account Manager, Account Director, Client Partner, Social Strategist, Social Media Lead or senior customer leader
Experience working with large consumer brands through an agency, social technology company or in-house team
The credibility to lead a useful strategic conversation with a Global Head of Social or VP of Marketing
Strong knowledge of social strategy, community, engagement, moderation, customer care and campaign performance
A commercial mindset and experience with retention, renewals, growth or account expansion
Strong ownership, organization and follow-through
The ability to translate data and customer goals into clear recommendations
Comfort learning technology and partnering with technical specialists
A proactive, hands-on approach to managing and growing accounts

Responsibilities

Take direct ownership of a portfolio of strategic enterprise accounts, including customer outcomes, senior relationships, retention, renewals and expansion
Build trusted relationships with senior leaders across social media, marketing, brand, community and customer care
Develop a clear account strategy based on each customer’s priorities, organizational structure and measures of success
Lead strategic conversations across organic social, community management, moderation, engagement, social customer care, sentiment and brand health
Connect BrandBastion’s platform and services to measurable customer outcomes and business value
Lead executive business reviews that provide insights, recommendations and clear next steps
Identify adoption gaps and account risks early, then personally drive the plan to address them
Own commercial conversations related to renewals, expansion and additional BrandBastion solutions
Partner with product and technical specialists to improve workflows, platform adoption and customer results
Bring customers relevant social trends, industry knowledge, examples and strategic ideas
Maintain strong organization and follow-through across multiple complex accounts and stakeholder groups