Director of Account Management

Job Description

Job Description

The Director of Account Management provides strategic leadership and direction for NCM’s Account Management team, ensuring clients receive consistent, value-driven partnership and support. This role is responsible for developing a high-performing team, fostering strong client relationships, and aligning client objectives with NCM’s capabilities.

The Director serves as a senior advocate for client success, guiding the creation of strategic account plans, monitoring key performance metrics, and ensuring alignment across internal teams including Delivery, Sales, Product, and Operations. In addition, this position drives continuous improvement in account management practices, promotes cross-functional collaboration, and champions initiatives that enhance client satisfaction, retention, and long-term value.

Duties and Responsibilities

• Team Leadership & Development

o Lead and develop a high-performing Account Management team focused on client satisfaction, strategic alignment, and goal planning.

o Coach team members to build strong client relationships and serve as strategic partners to their accounts.

o Foster a culture of collaboration, proactive communication, and continuous learning.

• Client Partnership & Goal Alignment

o Act as a senior advocate for client success by ensuring alignment between client goals, Moderators and NCM’s offerings and capabilities.

o Oversee the creation of strategic account plans that help clients identify opportunities and define actions to meet their objectives.

o Ensure clients receive a consistent, thoughtful experience that adds value beyond service delivery.

• Cross-Functional Collaboration

o Coordinate with internal teams—Delivery, Sales, Product, and Operations—to ensure alignment of strategy, priorities, and communications across the client relationship.

o Serve as a key connector between the client and NCM’s internal resources, helping to navigate needs, opportunities, and challenges.

• Client Experience & Continuous Improvement

o Champion the voice of the client internally and drive initiatives that enhance satisfaction, loyalty, and long-term value.

o Implement feedback loops and client satisfaction measures to identify areas for improvement and innovation.

o Continuously refine account management processes to ensure consistency, clarity, and scalability.

• Strategic Oversight & Reporting

o Set and monitor KPIs related to client health, satisfaction, retention, and team effectiveness.

o Provide insights and reporting to executive leadership to inform broader client success and business strategies.

 

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field; MBA or equivalent experience preferred.

• 8+ years of experience in account management, client success, or strategic relationship roles, with at least 3 years in a leadership capacity.

• Strong understanding of strategic client engagement and experience working in a consultative or advisory setting.

• Demonstrated ability to lead through influence and build cross-functional alignment.

• Excellent communication, strategic thinking, and relationship-building skills.

• Experience in the automotive industry or professional services is a plus.

• Proficiency in CRM or account management tools (e.g., Salesforce, Gainsight, HubSpot) preferred.