SmartBugOperatingLLC - Smartbug Media/Point Sucess/Globalia - AVP, Client Account Management
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Requirements
• Client Retention & Health Mastery: Proven track record of owning and improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) within 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 Presence: Ability to serve as a high-level escalation point 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 revenue. • 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 complex 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 lead with business value. • HubSpot Expert Practitioner: Deep familiarity with the HubSpot ecosystem, ability to speak to and utilize HubSpot • 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 complex data (from HubSpot or BI tools) into compelling narratives for both internal leadership and client stakeholders. • AI Fluency: Experience leveraging AI tools (e.g., Gemini, HubSpot 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 related field; MBA or advanced leadership certification is a plus.
Responsibilities
• Strategic Relationship & Retention Management • Retention & Health Ownership: Own the Net Retention Rate (NRR) and Gross Retention Rate (GRR) metrics. Develop proactive "Early Warning Systems" to identify and pivot accounts at risk. • HubSpot Partnership Stewardship: Own the executive-level relationship with the HubSpot partner ecosystem to maximize the use of HubSpot resources (such as Channel Account Managers and technical enablement kits). Utilize these internal HubSpot connections to improve stickiness and the overall HubSpot relationship. • Relationship Stickiness: Design frameworks that move AMs from "order takers" to "strategic partners," ensuring we are embedded in the client’s long-term business roadmap. • LTV Optimization: Analyze client lifecycles to maximize value, identifying opportunities for expansion and reducing churn through superior service delivery. • Account Planning & Quarterly Business Reviews (QBRs): Standardize and oversee 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. • Commercial Growth: Own the "Expansion" portion of Net Revenue Retention. Partner with Sales and Strategy to identify whitespace within the existing portfolio and coach Account Managers on identifying and closing organic growth opportunities. • Commercial & Scope Governance: Partner with the VP of Operations to monitor and optimize the Effective Billing Rate (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. • Leadership & AM Excellence • Team Architecture: Oversee the entire Account Management vertical. Recruit, mentor, and scale a team capable of managing complex, high-touch relationships. • The "SmartBug Way" Standardization: Define and refine the Client Journey Map from handoff to renewal. Ensure a consistent "SmartBug" experience at every touchpoint, standardizing how AMs communicate wins, handle escalations, and manage HubSpot-specific milestones. • Performance Metrics: Define and track KPIs beyond just revenue—focusing on NPS/CSAT, client health scores, and referral rates. • Cross-Functional Strategic Collaboration • The "Golden Triangle": Work in lockstep with the VP of Strategy (to align client goals with our execution) and the PMO/Delivery Leaders (to ensure what we sell is delivered with excellence). • High-Level Resource Advocacy: Act as the primary advocate for the client portfolio during internal resource allocation and capacity 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. • Feedback Loops: Act as the "Voice of the Client" internally, funneling client feedback into the Product and Delivery teams to influence our service evolution. • Operational Infrastructure • CRM Mastery: Use HubSpot as the single source of truth. Oversee the creation of dashboards that track client health, contract renewals, and AM touchpoints. • Data-Driven Decisions: Use HubSpot data to forecast churn risks and identify "expansion-ready" accounts. • AI Adoption: Champion internal AI fluency to streamline client communication and reporting, leveraging AI agents to increase team efficiency.
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