Note: The job is a remote job and is open to candidates in USA. BlueTuskr is a full-service e-commerce growth agency dedicated to helping e-commerce brands scale profitably. They are seeking a Senior Account Manager to lead client relationships for a portfolio of e-commerce brands while overseeing a team of Account Strategists, focusing on client communication and satisfaction.
Responsibilities
- Serve 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 performance
- Proactively reach out with ideas, recommendations, and updates, rather than waiting for clients to ask
- Serve as the escalation point for all client sentiment, monitoring risks, relationships, and acting as the driver to reduce client churn
- Build out and structure the client experience, including client visits and check-ins, gifting, and “make goods” where appropriate
- Monitor account performance and client sentiment, flagging risk early and escalating internally when needed
- Translate updates from the Performance and Project Management teams into clear, confidence-building communication for clients
- Oversee a team of Account Strategists, including one Account Admin who reports up through one of those Strategists
- Coach and mentor Strategists on client communication, ownership, and proactive account management
- Balance workload and client assignments across the team
- Support Strategists through escalations and difficult client conversations
- Build and drive meaningful change and structure in the Accounts Department
- Partner closely with the Performance and Project Management teams to ensure clients get a cohesive, aligned experience across paid media, owned media, creative, and project delivery
- Act as the connective tissue between client-facing communication and the specialists doing the work
- Loop in the right internal stakeholders before issues become client-facing problems
- Work directly with agency leadership on department goals, resourcing, and growth strategy
- Identify 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 grows
- Contribute to onboarding and training materials for future Account Strategists
- Set department-level KPIs in partnership with agency leadership, and own reporting on progress against them
- Monitor account health for your own portfolio and maintain visibility into your team’s accounts
- Track client-facing KPIs — retention, satisfaction, scope/spend growth — and flag departmental trends
- Use performance data, your own and from the Performance team, to inform client conversations rather than simply relay it
Skills
- 5+ years of agency experience, including direct client management
- Experience directly managing client relationships, including proactive communication and escalation handling
- Experience overseeing or mentoring other Account Managers/Strategists — people leadership, not just account ownership
- Familiarity with paid media, organic media, or creative concepts — enough to translate specialist work into client-friendly language, without needing to execute it
- Comfort managing a portfolio of multiple clients simultaneously
- E-commerce or D2C client experience
- Strong verbal and written communication skills; comfortable delivering both good and bad news
- Experience partnering cross-functionally with performance media, project management, or creative teams
- Track record of building or improving account management processes, templates, or playbooks
- Experience conducting in-person client visits or QBRs
- Experience setting or reporting on department-level KPIs to leadership
Benefits
- Fully remote
- Unlimited PTO
- Flexible hours
- Internet, mobile phone, and gym reimbursements
Company Overview