Senior Account Director

dentsu•Detroit, MI

7d•Hybrid

About The Position

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency's heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage. The Senior Account Director is a senior client leadership role within Merkle’s Account Management function, focused on Digital Transformation. This is a hybrid opportunity based in our Detroit, MI office, reporting to the VP, Group Account Director. In this role, you are the primary steward of one to three digital transformation clients — responsible for the health of those relationships, the commercial performance of your engagements, and the quality of the experience clients have with Merkle. Digital Transformation at Merkle spans the design and delivery of web and app experiences, front- and back-end development, UX, commerce platforms, and the ecosystems that connect them. You don’t need to be a technologist, but you need to be fluent enough in how these solutions are built and sold to lead client conversations with credibility, connect client problems to the right capabilities, and identify growth opportunities before they become obvious. This role sits at the intersection of relationship depth, commercial discipline, and proactive advisory — the point where client trust is earned and account momentum is built. You will partner closely with Client Partners, Project Managers, and capability leads to ensure seamless execution and an exceptional client experience.

Requirements

10+ years of experience in account management or client services within a digital agency, consulting firm, or technology services organization.
Demonstrated experience supporting or leading Digital Transformation engagements — including web/app development, UX, commerce platforms, or enterprise technology implementations. You understand how these solutions are built and can discuss them credibly with client stakeholders.
Proven ability to manage and grow senior client relationships, with a track record of client retention and organic account growth.
Commercial acumen: comfortable with revenue forecasting, scope and margin conversations, and the financial mechanics of a services engagement.
Exceptional communication and stakeholder management skills — you can adapt your approach from a day-to-day project conversation to a senior client business review without losing your point of view.
Experience partnering with Project Managers or Delivery leads on complex, multi-workstream engagements; you understand how the AM/PM partnership works and know how to make it effective.
Proficiency in Salesforce or equivalent CRM for pipeline management, forecasting, and account documentation.
Familiarity with one or more leading content management and/or commerce platforms.
Demonstrated ability to develop junior talent and contribute to team culture beyond your own client engagements.

Responsibilities

Build and sustain trusted, multi-threaded client relationships that position Merkle as an indispensable partner — understanding each client’s business model, competitive dynamics, and strategic priorities well enough to lead with insight, not just respond to requests.
Bring forward-looking perspective to clients to identify emerging needs, flagging risks early, and connecting client challenges to Merkle capabilities and alliance partner solutions.
Navigate complex stakeholder environments, managing alignment across client buyers, delivery leads, technology partners, and senior sponsors while serving as the connective tissue between client expectations and internal execution.
Own the commercial health of your clients: revenue forecasting, scope monitoring, change order execution, and Salesforce accuracy — ensuring your engagements are financially sound and transparently documented.
Contribute to renewal strategy and account growth planning in partnership with Client Partners and Growth teams, including identifying and developing expansion opportunities.
Provide clear strategic context to delivery teams, translating client priorities into actionable direction that enables better execution and keeps work connected to what the client actually cares about.
Develop and coach junior account team members, sharing knowledge and modeling strong account management practice.