Director, Account Services

The Director, Account Services leads the account management function within the bswift Communication Agency. This is a newly created role, built to bring structure, consistency and strategic leadership to a team that sits at the center of how our clients experience bswift.

Reporting to the Vice President, Engagement Solutions, you will lead and develop a team of account managers, own the standards and processes by which client work moves through the agency, and serve as the team’s strongest advocate. You will partner closely with the Senior Directors, Communication and collaborate with our Creative and Operations teams to ensure account managers are set up to deliver exceptional, on-time work.

We are looking for a leader who is energized by building something. You will inherit a talented team and a real opportunity to move the function from tactical execution toward proactive, strategic partnership — refining workflows, getting more out of the tools we already have, and staying at the forefront of how AI can make project management smarter and faster.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Team leadership and development

Lead, coach and develop a team of six account managers, including regular one-on-ones, goal setting, performance reviews and career development planning

Hire, onboard and train new account managers, building ramp plans that bring new team members to full productivity quickly

Serve as a visible advocate for the account management team — surfacing capacity concerns, removing roadblocks and ensuring the team has the tools, information and support needed to do their jobs well

Balance workload and resourcing across the team, matching account manager capacity and strengths to client needs

Establish clear expectations, competency standards and career paths for the account management function

Build a culture of accountability, collaboration and continuous improvement

Client and account oversight

Own the overall health of the agency’s client relationships from an account management standpoint, ensuring consistency and quality across all accounts

Directly manage a small volume of high visibility and revenue accounts within the business, implementing account and project management best practices and leading the team through the day to day.

Set and enforce best practices for client management, including communication cadence, status reporting, escalation paths and documentation standards

Step in on complex, high-visibility or at-risk accounts to provide senior-level support, issue resolution and direct client engagement

Partner with the Senior Directors of Communication to align account management support with client strategy and consulting priorities

Identify opportunities to strengthen and expand client relationships, partnering with consulting leads to execute

Represent the account management perspective in client planning, renewal and new business conversations as needed

Project management, process and operations

Own and continuously refine the agency’s project management standards, intake processes and workflows

Ensure projects across the team are scoped, scheduled, resourced and delivered on time and within budget

Maximize the capability of the agency’s project management platform (including Monday.com), driving consistent adoption, meaningful reporting and automation wherever possible

Establish clear visibility into team capacity, project status and delivery metrics, and report on them to leadership

Partner with Creative and Operations to streamline handoffs, reduce rework and eliminate low-value manual steps

Move the function from reactive and tactical toward proactive and strategic by anticipating client needs and building repeatable approaches

Innovation and AI enablement

Stay at the forefront of AI and emerging tools in project and account management, identifying, piloting and scaling the applications that improve speed, quality and consistency

Bring new ideas to how the agency works, building the business case and leading change management for adoption

Champion continuous improvement, using team feedback and delivery data to prioritize the changes that matter most

Cross-functional collaboration

Report to the Vice President, Engagement Solutions, providing regular updates on team performance, capacity, risks and opportunities

Collaborate with the Creative, Operations, Consulting, Client Service and Implementation teams to ensure coordination, visibility and knowledge sharing on behalf of clients

Serve as a connective point between account management and the broader bswift organization

Ten or more years of experience in project management, account management or client services, including at least two to three years directly managing and developing people

Demonstrated success leading teams that deliver complex, multi-stakeholder client projects on time and within budget

Deep knowledge of client management best practices, with the judgment to know when to standardize and when to flex

Proven ability to design and implement processes and workflows that measurably improve efficiency and quality

Hands-on experience with workflow and project management platforms such as Monday.com, including building boards, automations and reporting

Exceptional written and verbal communication skills, with the presence to engage senior client stakeholders and internal executives

Excellent organizational skills, attention to detail and problem-solving skills

Demonstrated ability to advocate for a team while holding it to a high standard

Strong time management skills with a proven ability to meet deadlines across multiple accounts and competing priorities

Ability to function well in a fast-paced and at times high-pressure environment

Proficiency with the Microsoft suite, including Outlook, Word, PowerPoint, Excel and Teams

Bachelor’s degree or equivalent practical experience

Bachelor’s degree in Marketing, Communications, Advertising, Journalism, English or Business

Experience in employee benefits, HR communication or employee engagement

Prior agency or consulting experience, preferably in a leadership capacity

Practical experience applying AI tools to project management, content workflows or team productivity

Experience standing up or maturing an account management or client services function, including processes, templates and standards

Experience managing print and digital vendor relationships, and working in SharePoint

Familiarity with benefits administration technology or the broader benefits ecosystem

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.