AVP, Client Account Management

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SmartBug Media

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2013

🤝 B2B

☁️ SaaS

B2B • SaaS • Marketing

A SmartBug Media é uma agência de marketing digital full-service especializada em aproveitar a plataforma HubSpot para ajudar empresas a crescer. Eles oferecem uma gama de serviços, incluindo integração com o HubSpot, marketing, vendas, serviços, conteúdo, comércio e operações. A SmartBug Media auxilia clientes em diversos setores como saúde, educação, manufatura e SaaS com geração de demanda, operações de receita, mídia paga, serviços web, capacitação de vendas e estratégias de sucesso do cliente. Eles focam em aumentar a eficácia de marketing e vendas por meio de estratégias comprovadas, automação e treinamentos práticos. Seus prêmios como uma agência digital HubSpot altamente condecorada ressaltam seu compromisso em criar soluções escaláveis para um crescimento previsível e resiliente.

Descrição

• 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. • 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. • Commercial & Scope Governance: Partner with the VP of Operations to monitor and optimize the Effective Billing Rate (EBR) across the client portfolio. • 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. • Performance Metrics: Define and track KPIs beyond just revenue—focusing on NPS/CSAT, client health scores, and referral rates. • The "Golden Triangle": Work in lockstep with the VP of Strategy and the PMO/Delivery Leaders. • High-Level Resource Advocacy: Act as the primary advocate for the client portfolio during internal resource allocation and capacity planning sessions. • Feedback Loops: Act as the "Voice of the Client" internally. • CRM Mastery: Use HubSpot as the single source of truth. • 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.

🎯 Requisitos

• 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