Account Director - Director of Client Experience

Reports To: CEO

Manages: 2 Project Managers

Base Comp: $100-120k DOE

Overview

The Director of Client Experience (Account Director) is a key leadership position at Howdy, responsible for driving strategic growth, client success, and revenue expansion across our portfolio of mid-to-large and enterprise B2B clients. As the leader of client-facing operations, you will oversee the project management team, set the standard for exceptional client experiences, and directly contribute to growing Howdy’s revenue by expanding existing accounts and driving strategic opportunities.

This role is part of Howdy’s Senior Leadership Team and works collaboratively with other department leads to shape company strategy and success.

Key Responsibilities

Client Success and Account Expansion

• Own and grow key client relationships, ensuring alignment with their strategic goals and positioning Howdy as an indispensable partner.
• Develop and present innovative, personalized marketing strategies to drive account expansion, including upselling and cross-selling opportunities.
• Collaborate with clients to uncover unspoken needs and deliver solutions that exceed expectations.
• Regularly track and report on account growth, renewal pipelines, and client satisfaction metrics, ensuring alignment with revenue goals.

Team Leadership and Operational Oversight

• Lead and mentor Project Managers, fostering a culture of ownership, innovation, and high performance.
• Ensure team alignment with Howdy’s strategic goals, client deliverables, and overall company vision.
• Empower team members to contribute to problem-solving and client engagement, while providing guidance and accountability on complex challenges.
• Collaborate with the Creative Director to deliver innovative and impactful campaigns that align with client and company goals.

Revenue and Financial Management

• Drive account growth to meet or exceed revenue targets, contributing directly to Howdy’s bottom-line success.
• Oversee project budgets, ensuring profitability while maintaining exceptional quality and service standards.
• Monitor financial and operational KPIs, using insights to adjust strategies, allocate resources, and optimize client outcomes.

Problem Solving and Continuous Improvement

• Act as a senior problem-solver, swiftly addressing escalated client issues and implementing proactive solutions.
• Continuously evaluate and improve Howdy’s client experience processes, tools, and strategies to stay ahead of industry trends.

Qualifications and Skills

• Proven Leadership: 7+ years in account management or client services, with a demonstrated ability to lead teams and grow revenue in a B2B environment.
• Strategic Mindset: A track record of developing and executing account growth strategies that drive measurable results.
• Client-Centric Expertise: Exceptional relationship-building skills with senior-level stakeholders, coupled with the ability to anticipate and solve complex client challenges.
• Revenue Focus: Experience driving account expansion and achieving revenue targets, with a deep understanding of financial metrics and profitability.
• Team Development: Strong mentoring and coaching skills, with a passion for developing high-performing teams.
• Analytical and Data-Driven: Proficiency in analyzing performance data to inform strategies and optimize outcomes.
• Exceptional Communication: Strong verbal and written communication skills, with the ability to inspire confidence and influence stakeholders.
• Adaptability and Innovation: A creative problem-solver who thrives in a dynamic environment and consistently delivers fresh ideas for client engagement.

It’s equally important to have the skills to do the job and to embody our Core Values. Be sure to check them out below.

Our Core Values: https://bit.ly/4fHd209

• Paid Time Off (PTO):

• 2 weeks of paid vacation upon hire, with an additional 2 days earned each year.
• Wellness Days:
• Unlimited sick leave to accommodate personal or family health issues, mental health needs, or other urgent life events. Transparency + communication are key!
• Company Holidays:
• 15 observed holidays including New Year's Day, MLK Day, Howdy Day (April 19th), Memorial Day, Juneteenth, 4th of July, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day, and NYE.
• Summer Fridays (half-day every other Friday from June to August).
• Flex Days:
• Office closure between Christmas and New Year's Day, with expected availability for client and time-sensitive needs.
• New Parent Leave:
• 6 weeks of PTO for the birth, adoption, or fostering of a new child.
• Additional 2 weeks of transition time.
• Health and Dental Insurance:
• Health insurance: 75% of employee’s premium covered by employer.
• Dental insurance: 50% of employee’s premium covered by employer.
• Lagniappe Days:
• Quarterly benefit of $150 and an additional day off to use for personal care, such as massages, car detailing, house cleaning, professional organizing, spa days, or staycations.