Director, Account Services

bswift

5h • Hybrid

About The Position

The Director, Account Services leads the account management function within the bswift Communication Agency. This is a newly created role, built to bring structure, consistency and strategic leadership to a team that sits at the center of how our clients experience bswift. Reporting to the Vice President, Engagement Solutions, you will lead and develop a team of account managers, own the standards and processes by which client work moves through the agency, and serve as the team’s strongest advocate. You will partner closely with the Senior Directors, Communication and collaborate with our Creative and Operations teams to ensure account managers are set up to deliver exceptional, on-time work. We are looking for a leader who is energized by building something. You will inherit a talented team and a real opportunity to move the function from tactical execution toward proactive, strategic partnership — refining workflows, getting more out of the tools we already have, and staying at the forefront of how AI can make project management smarter and faster.

Requirements

• Ten or more years of experience in project management, account management or client services, including at least two to three years directly managing and developing people
• Demonstrated success leading teams that deliver complex, multi-stakeholder client projects on time and within budget
• Deep knowledge of client management best practices, with the judgment to know when to standardize and when to flex
• Proven ability to design and implement processes and workflows that measurably improve efficiency and quality
• Hands-on experience with workflow and project management platforms such as Monday.com, including building boards, automations and reporting
• Exceptional written and verbal communication skills, with the presence to engage senior client stakeholders and internal executives
• Excellent organizational skills, attention to detail and problem-solving skills
• Demonstrated ability to advocate for a team while holding it to a high standard
• Strong time management skills with a proven ability to meet deadlines across multiple accounts and competing priorities
• Ability to function well in a fast-paced and at times high-pressure environment
• Proficiency with the Microsoft suite, including Outlook, Word, PowerPoint, Excel and Teams
• Bachelor’s degree or equivalent practical experience

Nice To Haves

• Bachelor’s degree in Marketing, Communications, Advertising, Journalism, English or Business
• Experience in employee benefits, HR communication or employee engagement
• Prior agency or consulting experience, preferably in a leadership capacity
• Practical experience applying AI tools to project management, content workflows or team productivity
• Experience standing up or maturing an account management or client services function, including processes, templates and standards
• Experience managing print and digital vendor relationships, and working in SharePoint
• Familiarity with benefits administration technology or the broader benefits ecosystem

Responsibilities

• Lead, coach and develop a team of six account managers, including regular one-on-ones, goal setting, performance reviews and career development planning
• Hire, onboard and train new account managers, building ramp plans that bring new team members to full productivity quickly
• Serve as a visible advocate for the account management team — surfacing capacity concerns, removing roadblocks and ensuring the team has the tools, information and support needed to do their jobs well
• Balance workload and resourcing across the team, matching account manager capacity and strengths to client needs
• Establish clear expectations, competency standards and career paths for the account management function
• Build a culture of accountability, collaboration and continuous improvement
• Own the overall health of the agency’s client relationships from an account management standpoint, ensuring consistency and quality across all accounts
• Directly manage a small volume of high visibility and revenue accounts within the business, implementing account and project management best practices and leading the team through the day to day.
• Set and enforce best practices for client management, including communication cadence, status reporting, escalation paths and documentation standards
• Step in on complex, high-visibility or at-risk accounts to provide senior-level support, issue resolution and direct client engagement
• Partner with the Senior Directors of Communication to align account management support with client strategy and consulting priorities
• Identify opportunities to strengthen and expand client relationships, partnering with consulting leads to execute
• Represent the account management perspective in client planning, renewal and new business conversations as needed
• Own and continuously refine the agency’s project management standards, intake processes and workflows
• Ensure projects across the team are scoped, scheduled, resourced and delivered on time and within budget
• Maximize the capability of the agency’s project management platform (including Monday.com), driving consistent adoption, meaningful reporting and automation wherever possible
• Establish clear visibility into team capacity, project status and delivery metrics, and report on them to leadership
• Partner with Creative and Operations to streamline handoffs, reduce rework and eliminate low-value manual steps
• Move the function from reactive and tactical toward proactive and strategic by anticipating client needs and building repeatable approaches
• Stay at the forefront of AI and emerging tools in project and account management, identifying, piloting and scaling the applications that improve speed, quality and consistency
• Bring new ideas to how the agency works, building the business case and leading change management for adoption
• Champion continuous improvement, using team feedback and delivery data to prioritize the changes that matter most
• Report to the Vice President, Engagement Solutions, providing regular updates on team performance, capacity, risks and opportunities
• Collaborate with the Creative, Operations, Consulting, Client Service and Implementation teams to ensure coordination, visibility and knowledge sharing on behalf of clients
• Serve as a connective point between account management and the broader bswift organization

Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family.
• Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.
• Remote first, Office friendly environment!
• Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs.
• Professional Development: Opportunities for career growth, including training and access to resources to support your career progression.
• Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.
• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.
• Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Director