Director, Account Management

Hi there.

We are Three Five Two, a people-obsessed growth company that believes it's our responsibility and honor to create an inclusive environment that helps our teams do the best work of their lives. Our vision is a simple, but powerful belief: what's good for people is great for business. We're on a mission to put people first, through inclusion, collaboration and validation, because it's the best way to create growth in a digital world. How do we create that growth, you ask?

We do this by helping our clients find and engage customers and markets, build and scale digital products, and pioneer new ventures that will transform their organizations. To solve these challenges, our teams are composed of product, marketing, technology, design, insights, project management and client success experts.

We're not afraid to embrace change in pursuit of the right work.

Are we looking for you?

We are looking for a Director, Client Success to join our Account Management team to be the chief architect- building strategic relationships with executive-level clients- and an invaluable contributor to our engagement teams.

What's good for people is great for business, so there's no surprise that we are passionate about seeing our clients succeed. This means you'll deeply understand their business as well as their personal motivators and pressures and bring this understanding back to empower the team to be effective partners. Unlike the typical customer success role at a SAAS company, this role is a strategic partner in helping to define valuable business outcomes with our clients and create specific engagement outcomes to deliver against this broader business context in the work we'll do. Once defined, you'll help our team understand the outcomes so that we can clearly validate the impact of our work.

You'll own the senior client relationship and growth strategy across several existing accounts. The ideal candidate must be comfortable being the trusted advisor at all levels of our client's organization and have proven success at growing influence beyond a primary point of contact. You've got a keen business sense and understand that leading with empathy ensures our vision comes to life with every conversation. You have the hard conversations when needed, but always in a way that drives meaningful understanding and progress.

And, you'll partner with your Project Management counterparts within the Account Management Practice to build the right frameworks, methods and processes to ensure that client partnerships are healthy at the holistic and engagement level.

This role is an integral part of our company growth strategy, and your success will be our shared success of developing better, longer and deeper client relationships and happier teams.

Responsible for:

Client Strategy (40%)

• Build strong, strategic relationships with our clients marked as much by a strong sense of trust as by evidence-driven value
• Deliver on client retention and growth goals by proactively identifying risks and nurturing new opportunities and expanded scope within existing opportunities
• Contribute to the overall strategic direction for 352's client partnerships and new business development efforts aligning with the company vision

Supporting Teams (40%)

• Closely interact with all company disciplines to deliver on 352 value
• Provide an insider's view to the client's world (competitive and company pressures, business insights, company dynamics) and coach on client communication preferences with the goal of setting teams up for maximum effectiveness
• Identify opportunities to foster more successful engagements and deeper client relationships by consulting with/guiding the team during strategic planning and recommendation development
• Kick off new client engagements with an eye towards the people as well as the business
• Consult with the team on key areas of the work including roadmap/engagement strategy, budget/timeline deviance resolution + communications and crisis management

Practice and Company Support (20%)

• Build trusting, collaborative relationships with the 352's Leadership Team and update Leadership on key issues and opportunities
• Continually enhance the value Account Management is capable of delivering to client engagements and the company
• Support EVP, Account Management in quarterly and annual planning and forecasting, monthly client trends and work assessment, and discipline planning
• Act as a strategic advisor on industry best practices, emerging trends, business operations and growth strategies

Qualities we're looking for

• Proven ability to collaborate across teams and a diverse portfolio of clients, understand company strategy, and blend broader company goals with your team's deliverables
• Mastery of building trust and influencing strategy for Director to C-level (Business, Product, Strategy, Innovation, Technology, Marketing) of companies ranging from technology startups to Fortune 500 and Global 1000 companies
• Ability to problem solve, prioritize and manage multiple, parallel projects in a dynamic, rapidly changing environment
• Entrepreneurial mindset with the ability to independently explore business opportunities beyond current scope
• Excellent verbal and written communication skills; proven ability to facilitate and guide any conversation- no matter how strategic, routine or difficult
• High emotional intelligence
• Comfort with ambiguity
• Commitment to excellence with a positive and resilient attitude

Expertise desired

• 8+ years of client consultation/leadership and engagement strategy + executional management across a diverse group of clients and industries, with a focus on digital product or marketing as a means for value delivery
• 4+ years direct experience managing complex client/c-suite relationships
• Experience in a Professional Services company (consultancy, marketing agency, product development shop, etc), especially those that have experience partnering with a startup, growth company, or enterprise new venture group
• BS/BA degree in Business, Marketing, or like discipline

Reporting Structure

Reports to EVP, Account Management

Our values (we live by these)

• Inspiration: We're fascinated by the industry and what we can do with it.
• Teamwork: The best results come from collaboration.
• Embrace Change: Failing fast allows us to learn and iterate quickly.
• Candor: True teams do their best work when they respectfully challenge each other.
• Grit: We do things the right way, not necessarily the easy way.
• Celebration: We celebrate your wins, whether it's exceeding client KPIs or cashing in a poker tournament.

A few more important things we as a company support, understand & value:

• Black lives matter
• Great ideas and talent can come from anywhere
• Non-traditional paths are OK
• So are traditional ones

Three Five Two is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Three Five Two is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Three Five Two are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, dog or cat person, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Three Five Two will not tolerate discrimination or harassment based on any of these characteristics. Three Five Two encourages applicants of all ages. Three Five Two will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

Benefits

What you'll get

• Freedom: We trust you to do your thing and do it well
• Professional Development: We set aside a training budget because we want to invest in you
• Work From Home: You can work from home every day or come into the office to work - it's your call. We are hiring in Florida, Georgia, Maryland, and North Carolina. Bonus points if you live within driving distance of one of our offices in Atlanta, GA; Tampa, FL; or Gainesville, FL, though.
• Benefits: Health and dental insurance, employer-match 401K retirement program, generous PTO policy and more