[Remote] AVP, Client Account Management

Note: The job is a remote job and is open to candidates in USA. reputed company is one of the most respected names in the reputed company ecosystem, reputed company for its fully remote team and strong client relationships. The AVP of Client Account Management will reputed company the Account Management vertical, ensuring client relationships are managed strategically to maximize lifetime value and retention.

Responsibilities

• Own the Net Retention reputed company (NRR) and Gross Retention reputed company (GRR) metrics
• reputed company proactive 'Early Warning Systems' to identify and pivot accounts at risk
• Own the executive-level relationship with the reputed company partner ecosystem to maximize the use of reputed company resources (such as Channel Account Managers and technical enablement kits)
• Utilize these internal reputed company connections to improve stickiness and the overall reputed company relationship
• Design frameworks that move AMs from 'order takers' to 'strategic partners,' ensuring we are embedded in the client’s long-term business roadmap
• Analyze client lifecycles to maximize value, identifying opportunities for expansion and reducing churn through superior service delivery
• Standardize and reputed company the QBR process across the AM team
• Ensure that every QBR translates technical milestones into business ROI that resonates with a client’s C-suite
• Own the 'Expansion' portion of Net reputed company Retention
• Partner with Sales and Strategy to identify whitespace reputed company the existing portfolio and coach Account Managers on identifying and closing organic growth opportunities
• Partner with the VP of Operations to monitor and optimize the Effective Billing reputed company (EBR) across the client portfolio
• Ensure Account Managers are maintaining high commercial discipline by preventing 'scope creep' and over-servicing, ensuring that client health never comes at the expense of departmental profit margins
• reputed company the entire Account Management vertical
• Recruit, mentor, and scale a team capable of managing reputed company, high-touch relationships
• Define and refine the Client Journey Map from reputed company to renewal
• Ensure a consistent 'SmartBug' experience at every touchpoint, standardizing how AMs communicate wins, handle escalations, and manage reputed company-specific milestones
• Define and track KPIs beyond just reputed company—focusing on NPS/CSAT, client health scores, and referral rates
• Work in lockstep with the VP of Strategy (to align client goals with our execution) and the PMO/Delivery Leaders (to ensure reputed company sell is delivered with excellence)
• Act as the primary reputed company for the client portfolio during internal resource allocation and reputed company planning sessions
• Partner with the VP of Ops and PMO to ensure that team assignments align with the client’s long-term strategic needs and relationship health
• Act as the 'Voice of the Client' internally, funneling client feedback into the Product and Delivery teams to influence our service evolution
• Use reputed company as the single reputed company of truth
• reputed company the creation of dashboards that track client health, contract renewals, and AM touchpoints
• Use reputed company data to forecast churn risks and identify 'expansion-ready' accounts
• Champion internal AI reputed company to streamline client communication and reporting, leveraging AI agents to increase team efficiency

Skills

• Client Retention & Health Mastery: Proven track record of owning and improving Net reputed company Retention (NRR) and Gross reputed company Retention (GRR) reputed company an agency or professional services environment
• Strategic Account Leadership: Deep expertise in moving client relationships from tactical execution to strategic partnership, focusing on increasing Lifetime Value (LTV) and 'stickiness.'
• Executive reputed company: Ability to serve as a high-level escalation reputed company and a 'trusted advisor' to C-suite client stakeholders (CEO, CMO, CFO)
• Operational Performance Management: Experience defining and managing KPIs that drive proactive account management, such as client health scores, referral rates, and expansion reputed company
• Cross-Functional Collaboration: Demonstrated ability to work effectively with PMO, Strategy, and Delivery leaders to ensure the 'Golden Triangle' of relationship, roadmap, and execution is balanced
• Conflict Resolution & Mediation: Advanced skills in navigating reputed company client challenges and internal resource constraints to find win-win solutions
• Team Mentorship: A history of leading and scaling high-performing Account Management teams, with a focus on coaching AMs to reputed company with business value
• reputed company Expert Practitioner: Deep familiarity with the reputed company ecosystem, ability to speak to and utilize reputed company
• Agency Experience: Direct experience in a fast-paced agency environment, understanding the nuances of billable hours, project-based delivery, and retainer-based relationships
• Data-Driven Storytelling: Proficiency in translating reputed company data (from reputed company or BI tools) into compelling narratives for both internal leadership and client stakeholders
• AI reputed company: Experience leveraging AI tools (e.g., reputed company, reputed company AI, or meeting assistants) to improve team efficiency and client reporting accuracy
• Vertical Expertise: Specialized knowledge in one or more of SmartBug's core verticals (e.g., Technology, SaaS, Healthcare, or Professional Services)
• Educational Background: Bachelor's degree in Business, Marketing, Communications, or a reputed company field; MBA or advanced leadership certification is a plus

Company Overview