Key Account Director

The Key Account Director (KAD) is a vital client-facing role within the Client Services team at 829 tasked with overseeing the strategic management and growth of our key client accounts. This role includes indirect supervision over a pod that consists of an Account Management Manager (AMM) and 2 - 4 Account Managers under their charge. The KAD is key in setting and steering the strategic course for the pod’s client portfolio, focusing on enhancing client retention, leading in client issue resolutions, monitoring performance metrics, and spotting opportunities for upselling. Effective collaboration with strategists and the AMM is essential for devising and implementing marketing strategies that are customized and effective, meeting the clients' goals. This position is pivotal in fostering growth and sustaining high client satisfaction in our fast-paced agency setting. What You'll Do Strategic Client Management: - Oversee the strategic direction of all pod accounts, providing resources and support to develop comprehensive strategies that align with client goals.

• Cultivate and maintain senior-level client relationships to deeply understand their needs and expectations, ensuring our strategies effectively address their goals.

• Overseeing the creation and delivery of customized QBRs that showcase client-specific insights and progress. This includes working closely with the AMM to provide the AM feedback on areas of improvement and framing.
• Monitoring client churn rates and providing detailed reports to senior leadership.

• Develop and refine client retention strategies based on continuous feedback and performance data to ensure contract renewal and strong customer survey scores (LIFT).
• Monitor client satisfaction diligently, intervening as needed to address concerns and support AMs during client escalations and then mapping a plan for the AM or AMM to follow-up in a 30-60-90 day cadence to ensure issue resolution.
• In coordination with the AM, establish and maintain a schedule of regular communications with key clients to keep them informed of account progress and new opportunities.

• Respective of the KAD own portfolio, lead regular client comms to showcase new marketing strategies and technologies, strengthening client engagement and education.
• Team Leadership and Development - Provide mentorship to the AMM and Account Managers, focusing on enhancing their strategic thinking and client management skills.

• Ensure high-quality service delivery from AMs, fostering a proactive approach to client management.
• Where individual performance concerns are present, coordinate feedback directly with the Account Manager and if needed escalate to the AMM.

• Conduct regular monthly meetings with AMM to assess the health of accounts and strategize improvements. Cross-Departmental Collaboration: - Ensure seamless collaboration across departments such as paid, organic, and creative teams to deliver integrated services that meet client expectations.
• Work closely with strategists to ensure that high-level account strategies are aligned and consistently applied across client interactions.

• Analyze client feedback and performance metrics to continually refine strategies and improve outcomes.

• Highlight measurable results using HubSpot: in your resume and interview, showcase specific campaigns where you built pipelines, tracked ROI, or improved client retention by X% through HubSpot dashboards, and bring a live or screenshot‑based HubSpot report that demonstrates your ability to set up custom dashboards and automated workflows.
• Demonstrate Adjust expertise with a case study: prepare a 2‑page PDF that walks through a real or simulated mobile‑app performance project—include attribution setup, cohort analysis, and a concrete upsell recommendation that lifted LTV by at least 10%. Bring this to the interview and be ready to discuss how you’d translate those insights for 829’s gaming or entertainment clients.
• Emphasize pod leadership and cross‑functional collaboration: write a short “pod charter” that outlines how you’d structure weekly syncs with the AMM, account managers, and strategists, define KPIs (e.g., NPS, churn, upsell pipeline), and use HubSpot tasks and Adjust alerts to keep the team aligned. Mention any prior experience managing 3‑5 direct reports and the tools you used (e.g., Asana, Slack, shared HubSpot pipelines).
• Prepare a tailored portfolio of client‑growth stories: include 3–4 examples where you turned a at‑risk account into a growth account, detailing the strategic brief, the metrics you tracked in HubSpot/Adjust, the stakeholder communication plan, and the final revenue impact. Use the STAR format and bring printed copies plus a digital link for the interview panel.
• Research 829 Studios’ culture and negotiate with data: review recent press releases or case studies to identify their focus areas (e.g., user‑acquisition for mobile games). When discussing salary, reference industry benchmarks for Key Account Directors in remote SaaS/ads tech (e.g., $140‑$165 k base + 15‑20% OTE) and tie your ask to the specific revenue targets you’ll be responsible for, showing how your past upsell performance justifies the higher range.