Strategic Account Director (Client Success)

The Role: Crafty is seeking a seasoned Strategic Account Director (SAD), a key role focused on managing and expanding strategic client relationships, driving revenue growth, and fostering long-term partnerships. This role requires a deep understanding of clients’ businesses, industry trends, and organizational objectives to deliver tailored solutions that align with the clients needs, while advancing the company’s strategic goals. This is a hybrid role (three days per week at our HQ in New York City, NY), will report to the Director of Client Experience, and may have up to 25% travel. Required Attributes:

CLIENT RETENTION AND GROWTH:

Client Success & Growth: Develop strategies to elevate client satisfaction, driving engagement, retention, and account growth. Align client outcomes with company objectives for mutual success. Strategic Engagement: Develop and execute strategic plans to address client pain points and continuously evolve client programs across all Logos and Locations within your portfolio. Proactive Service Delivery: Provide exceptional client service, including proactive communication, timely response to requests, and effective collaboration with cross functional teams. Agility & Adaptation: Navigate shifting priorities with ease, ensuring we remain focused on delivering strategic value to the client and Crafty. Execution Excellence: Translate strategic plans into actionable initiatives, driving continuous improvement and innovation in client engagements.

EFFECTIVE COMMUNICATION:

Active Listening: You’re a master of active listening, empathy, and cultural sensitivity to foster deep connections. Clarity & Influence: Communicate complex strategies succinctly, ensuring alignment and understanding among clients and internal stakeholders. Conflict Management: Resolve challenges with diplomacy, turning conflicts into collaborative solutions and strengthened client relationships.

PROGRAM MANAGEMENT:

Comprehensive Oversight: Lead complex client programs, ensuring alignment with business objectives and exceeding client expectations. Cross-Functional Collaboration: Unite diverse teams to innovate and deliver enhanced client experiences and tailored solutions. Proactive Engagement: Maintain transparency on project progress and swiftly address challenges, ensuring seamless execution and client satisfaction. Continuous Improvement: Partner with internal teams to refine and evolve service offerings.

FINANCIAL ACUMEN:

Data-Driven Decisions: Leverage analytics within Tableau and HubSpot to measure success and drive data-informed strategies for client growth and retention. Performance Management: Using HubSpot and implementation tools such as Notion, monitor key performance indicators and adjust tactics to optimize profitability and client outcomes. Growth Optimization: Identify opportunities for expansion and upselling, driving revenue growth in alignment with business targets. Ideal Experience: 7+ years of experience in client success and / or account management — with a track record of managing complex, high-value accounts. 2+ years in a project management or consulting role, or equivalent experience. Experience working cross-functionally to drive client outcomes that align with company goals. Food & beverage industry experience preferred, but not required. Strong analytical skills with the ability to trend data and provide data-backed insights and recommendations. Proven track record of leading strategic initiatives that accelerate company or organizational goals. Bachelor’s degree in Business, Operations, or related field (preferred but not required). Proficiency in Google Suite, Microsoft Suite, HubSpot, and Notion. Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply. Role Goals Goal #1: Achieve 93% Client Dollar Retention By EOY, achieve 93% client dollar retention across the strategic portfolio by developing and executing account-specific retention strategies, leading executive-level client relationships, and resolving complex issues before they escalate — measured by YTD dollar retention rate reviewed monthly via Tableau. Goal #2: Achieve 20% YoY GMV Growth Within Your Portfolio By EOY, contribute to 20% YoY GMV growth by identifying expansion and upsell opportunities within the existing client base and driving revenue in alignment with business targets — measured by YoY GMV growth percentage reviewed quarterly via HubSpot. Goal #3: Drive Market Profit Growth By EOY, drive market profit growth by owning client opportunity through expansion, upsell, and budget growth across the strategic portfolio — measured by expansion revenue, upsell revenue, and budget growth reviewed quarterly. Goal #4 (AI): Drive Operational Efficiency By EOY, drive operational efficiency by identifying and implementing AI-enabled tools to streamline client reporting, strategic communications, and program management — measured by tools adopted and hours saved on administrative tasks reviewed quarterly. What we offer: Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart, and supportive people who work incredibly hard and have a good time along the way. We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events! Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes. Our compensation amount for this role is targeted at _ $155,000 - $180,000 OTE _ per year in the New York market. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above. Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics. #J-18808-Ljbffr Craft a better career.