Looking for a role that combines strategy, leadership, and meaningful impact? Our client, a fast-growing website design & digital marketing agency, is searching for a Director of Account Services. This is a "player-coach" opportunity ideal for a seasoned expert who thrives on building high-level client partnerships while mentoring a team to deliver excellence.

At the heart of their success are these core values:

• Strategic & Creative: Every decision and project is fueled by both insight and innovation.
• Detail-Oriented & Excellent: Quality is never compromised.
• Effective: Serving clients with purpose and results at the forefront.
• Responsive & Clear: Prioritizing proactive and transparent communication.
• Honest: Doing the right thing, always.

These principles guide everything they do, ensuring their team remains motivated and their clients satisfied.

WHAT YOU’RE GETTING YOURSELF INTO

As the Director of Account Services, you are the owner of the Account Services seat. You will be the primary bridge between client vision and internal execution, serving as a "player-coach" who manages a select portfolio of high-value accounts while leading and elevating their account management team.

You aren't just managing projects; you are protecting the integrity of the delivery team and ensuring long-term client health. If you are a process-driven leader who knows how to translate vague client requests into actionable, high-quality briefs, this is the perfect place to take your leadership career to the next level in a fully remote environment.

WHAT’S IN IT FOR YOU

• A leadership seat:  Direct influence over agency operations and a seat on the leadership team as the department grows.
• Fully remote: Work from where you are most productive and skip the daily commute.
• Structured growth: Join an agency that values clarity through EOS, where your roles and responsibilities are clearly defined and supported.
• Collaborative impact: Work directly with the agency founders to shape client strategy and drive the business forward.

HOW YOU WILL SPEND YOUR TIME

• Take full ownership of client health, retention, and satisfaction across the agency roster.
• Hold Account Managers to high standards of performance, providing the mentorship and guidance needed for their professional growth.
• Oversee the intake process and briefing standards to protect the Service Delivery Team from delayed, vague, or incomplete requests.
• Ensure client expectations align with delivery commitments; identify scope changes early and initiate change order requests to prevent scope creep.
• Personal management of key accounts, acting as their primary strategic contact and fostering trust-based, long-term partnerships.
• Act as the primary lead for resolving relationship issues, scope conflicts, and expectation breakdowns.
• Coordinate weekly with the Director of Delivery, Director of Strategy, and Resource Managers on priorities and capacity.
• Improve account services processes, templates, and training to increase clarity and reduce rework.
• Leverage AI tools to automate repetitive tasks, enhance team productivity, and improve the overall client experience.



WHO YOU ARE

• You have previous experience working in a website design/development agency and have a good understanding of the industry and its best practices
• You have experience managing other account managers and overseeing the health of a department, not just individual accounts.
• You are familiar with (or eager to master) the EOS framework and understand what it means to "own a seat."
• You have experience with Asana (or similar project management tools) and have created/optimized processes within the tool
• You have a keen eye for detail and take pride in ensuring that your work is accurate and of the highest quality
• You have a keen ability to parse complex information and turn it into clear, accurate reports and actionable briefs.
• You have excellent English communication skills and are comfortable working with clients and colleagues at all levels 
• You are able to work in the Eastern Time zone (8.30AM - 5.30PM)
• You have your own work equipment and fast internet connection that will allow you to always stay connected to the team and clients