Director of Account Management

Requirements Experience managing and developing a team in a client-facing digital advertising or adtech environment Strong commercial background — you understand how to grow accounts, upsell and cross-sell, build renewal pipelines, and coach teams to do the same Experience working with or alongside agency trading desks and DSPs, with a strong understanding of the programmatic ecosystem and operations A track record of implementing process improvements, tools, or frameworks that improved team performance, client experience and drove efficiency gains Clear, confident communicator — equally effective in a client meeting, a cross-functional workshop, or a team coaching session (Desirable) Experience with Product or AI teams in a feedback or collaboration capacity (Desirable) Familiarity with audience/data marketplaces and platforms such as LiveRamp or TransUnion (Desirable) Familiarity with brand measurement tools such as Kantar, Nielsen, or similar What the job involves As Director of Account Management, you lead and develop a team of Account Managers, setting the standard for customer service excellence, leveraging our unique product stack to maximise the value for clients and deliver revenue growth for the business. You're responsible for the health and performance of the entire team — building the skills, systems, and culture that make excellent client management repeatable at scale You’ll report to the AVP of Client Services for North America and work cross-functionally with Sales, Product/AI, and Campaign Operations to remove blockers, improve the customer experience, and drive key account growth. This is a change-oriented, commercially accountable role based in our Chicago office Lead, manage, and develop a team of Account Managers, building their skills in client management, upsell, and cross-sell Build and implement a consistent account growth strategy in partnership with Sales Drive change management initiatives within the team, introducing new ways of working, tools, and client frameworks Implement team performance measurement processes that give the team — and leadership — clear visibility on what is and isn’t working Challenge the team to think about clients differently — focusing on long-term partnership and outcomes, not just day-to-day campaign management Define and embed a consistent client experience framework across the Account Management team Partner with the broader CS organisation to ensure client experience is consistent and high-quality across every touchpoint Build and maintain relationships with agency trading desks and DSPs to unblock delivery issues and strengthen commercial partnerships Collaborate with the Product and AI team to feed client insights back into the platform and advocate for improvements that drive better outcomes Own senior-level renewal and upsell conversations, aligning with the agency partnerships team and sellers to identify and close growth opportunities Oversee pre-launch preparation standards across the team — KPI documentation, IO sign-off, creative alignment, and risk review Set expectations for in-flight communication quality, including weekly performance updates and value upsell opportunities, and rapid escalation of critical issues Ensure deliverables, including campaign wrap reports, are delivered within SLAs and that post-campaign learnings and strategic recommendations feed into the next brief #J-18808-Ljbffr