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6 days ago
Requirements and responsibilities
BlueTuskr is a full-service e-commerce growth agency built exclusively for e-commerce brands. We combine paid media, owned media, creative, and analytics to help our clients scale profitably. Our team is made up of specialists who are deeply invested in their craft — and in the success of the brands they serve.This isn’t a “jack of all trades” environment. We hire people who are exceptional at what they do, then give them the resources and autonomy to do it well.The OpportunityWe’re looking for a Senior Account Manager to lead client relationships for a portfolio of e-commerce brands and to oversee a team of Account Strategists. This is a relationship-first role, less focused on the day-to-day mechanics of paid media, owned media, or creative execution, and squarely focused on making sure clients feel informed, confident, and heard.You’ll manage roughly 6–8 clients of your own, working closely with performance and project management teams to keep strategy, execution, and communication aligned. You’ll also oversee a team of Account Strategists (one of whom already has an Account Admin reporting to them), coaching them to build client trust, spot risk early, and bring ideas forward proactively rather than waiting to be asked. You’ll partner directly with leadership to set department KPIs and help shape the Account Management team's next steps.This role is ideal for someone with agency experience who knows what great client experience actually feels like, and who wants to build and improve the systems that make that experience repeatable across a growing team.What You’ll OwnClient Relationships & CommunicationServe as the primary point of contact for a portfolio of roughly 6–8 e-commerce clients, owning the relationship end-to-end, including strategy direction and performanceProactively reach out with ideas, recommendations, and updates, rather than waiting for clients to askServe as the escalation point for all client sentiment, monitoring risks, relationships, and acting as the driver to reduce client churnBuild out and structure the client experience, including client visits and check-ins, gifting, and “make goods” where appropriateMonitor account performance and client sentiment, flagging risk early and escalating internally when neededTranslate updates from the Performance and Project Management teams into clear, confidence-building communication for clientsTeam LeadershipOversee a team of Account Strategists, including one Account Admin who reports up through one of those StrategistsCoach and mentor Strategists on client communication, ownership, and proactive account managementBalance workload and client assignments across the teamSupport Strategists through escalations and difficult client conversationsBuild and drive meaningful change and structure in the Accounts DepartmentCross-Functional PartnershipPartner closely with the Performance and Project Management teams to ensure clients get a cohesive, aligned experience across paid media, owned media, creative, and project deliveryAct as the connective tissue between client-facing communication and the specialists doing the workLoop in the right internal stakeholders before issues become client-facing problemsWork directly with agency leadership on department goals, resourcing, and growth strategyDepartment ImprovementIdentify and drive improvements to Account Management processes, templates, and standards (QBR structure, check-in cadence, reporting, escalation paths)Build playbooks and best practices that make the client experience consistent and repeatable as the team growsContribute to onboarding and training materials for future Account StrategistsPerformance MonitoringSet department-level KPIs in partnership with agency leadership, and own reporting on progress against themMonitor account health for your own portfolio and maintain visibility into your team’s accountsTrack client-facing KPIs — retention, satisfaction, scope/spend growth — and flag departmental trendsUse performance data, your own and from the Performance team, to inform client conversations rather than simply relay itWho You AreSkills get you in the door. These are the qualities that make you right for this role:You’re a relationship-builder first. You know how to make a client feel taken care of, even when the news isn’t great.You’re proactive, not reactive. You bring ideas to clients before they ask, and you spot problems before they escalate.You lead people well. You can coach and support Account Strategists — not just manage their task lists.You think in systems. You notice when a process is missing, or a workaround has become the norm, and you fix it.You’re direct. You tell it like it is, to clients and to your own team, without over-promising or dodging hard news.You’ve worked in agency life. You understand its pace and what it takes to run a client relationship well within it.What Success Looks LikeIn your first 90 days:You’ve taken ownership of your 6–8 client portfolio and built early trust with each clientYou’ve established a working rhythm with the Account Strategist team members (and the Account Admin) you overseeYou’ve built a strong working relationship with the Performance and Project Management teamsYou’ve had your first strategic check-ins with leadership on department priorities and KPIsYou’ve identified clear opportunities to improve Account Management processes or the client experienceBy the end of year one:Your client portfolio shows strong retention and, where appropriate, account growthClient churn, negative profitability, and overpromising/underdelivering have reduced significantlyYour team of Account Strategists is operating with more consistency, autonomy, and proactivity than when you startedYou’ve implemented department-level improvements — process, playbooks, reporting standards — that other Account Strategists rely onDepartment KPIs are clearly defined, tracked, and regularly reviewed with leadershipYou’re seen internally as a dependable cross-functional partner to Performance and Project ManagementRequirementsMust-Have:5+ years of agency experience, including direct client managementExperience directly managing client relationships, including proactive communication and escalation handlingExperience overseeing or mentoring other Account Managers/Strategists — people leadership, not just account ownershipFamiliarity with paid media, organic media, or creative concepts — enough to translate specialist work into client-friendly language, without needing to execute itComfort managing a portfolio of multiple clients simultaneouslyE-commerce or D2C client experienceStrong verbal and written communication skills; comfortable delivering both good and bad newsStrong Differentiators:Experience partnering cross-functionally with performance media, project management, or creative teamsTrack record of building or improving account management processes, templates, or playbooksExperience conducting in-person client visits or QBRsExperience setting or reporting on department-level KPIs to leadershipBenefitsCompensation & BenefitsBase salary: $90,000On-Target Earnings (OTE): $100,000–$105,000 total, including commission based on the performance of the client accounts you manageAdditional performance-based bonuses may be available at the company's discretionFully remoteUnlimited PTOFlexible hoursInternet, mobile phone, and gym reimbursements