Director of Accounts

Darien Group; New York (NY); Hybrid; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a strategic leader to drive account management and client operations. This role offers the opportunity to lead a dedicated team, enhance operational processes, and ensure high-quality client experiences. If you thrive in dynamic environments and have a passion for fostering team growth, this position is perfect for you. Join a forward-thinking agency committed to innovation and excellence, where your contributions will significantly impact the agency's success and client satisfaction. Embrace the chance to shape the future of client services in a supportive and collaborative setting.

Benefits

Comprehensive medical, dental, and vision coverage

Flexible remote work environment

Unlimited paid time off

Office stipend for work-from-home setup

Investment in growth through courses and seminars

Qualifications

• 5-10 years of experience in client services or account management.
• Strong project planning and resource management skills.
• Experience managing direct reports and external vendors.

Responsibilities

• Lead and manage the Account Management team with strategic oversight.
• Co-lead fulfillment operations with the Project Management team.
• Ensure high-quality client experiences through structured processes.

Skills

Client Services

Operations Management

Project Planning

Cross-Functional Team Leadership

Communication Skills

Problem-Solving

Attention to Detail

Education

Bachelor's Degree

Master's Degree

Job description

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We’re looking for a strategic, operations-minded leader to oversee account management and lead cross-functional client operations across project delivery, fulfillment, and internal systems. This role is ideal for someone who thrives in strategic and hands-on work and is ready to build structure, lead with clarity, and support a team that values thoughtfulness and quality in everything we do.

What You'll Do

Leadership & Oversight

• Lead and manage the Account Management team, including two direct reports
• Sit on top of all accounts in a management capacity—onboarding new clients, supporting large or complex projects, and ensuring strategic alignment between clients and internal teams
• Spearhead large accounts, especially during onboarding, new service launches, or complex initiatives that require additional strategic guidance
• Act as a key member of the leadership team, working closely with the Founder and department heads across Strategy, Design, and Business Development
• Report on team performance and operational KPIs, flag issues early, and work with teams to resolve challenges before they escalate
• Own and maintain the centralized workforce management platform
• Own project issue tracking and documentation, including cross-functional project reporting and post-project evaluations

Client Operations & Fulfillment

• Co-lead fulfillment operations with the Project Management team
• Build and refine internal systems for scoping, estimating, billing, and delivery
• Identify operational gaps and implement process improvements
• Partner with AMs and PMs to ensure every project is planned appropriately and delivered with excellence
• Report regularly to Business Development on team bandwidth, assign work based on capacity, and forecast resourcing needs to support growth and project planning

Client Experience & Success

• Ensure account managers are set up to deliver a high-quality, consistent experience for every client
• Establish clear standards for communication and delivery across accounts
• Create onboarding workflows, role clarity, and internal documentation to reduce friction and increase autonomy across the team
• Conduct client satisfaction surveys and interviews to ensure processes exceed expectations and refinements are made as needed

Vendor Strategy & Resourcing

• Manage vendor relationships, evaluate performance, and oversee how external talent is used across projects
• Source and onboard new vendors and freelancers as needed, working with project teams to ensure fit and alignment
• Track vendor costs and performance, identifying opportunities to improve quality, streamline collaboration, and inform future resourcing decisions.

Training & Team Development

• Own onboarding and training for account and project management hires
• Create systems, tools, and documentation to accelerate new team member ramp-up and clarify expectations across departments
• Ensure all operational processes are understood, documented, and used consistently

What We're Looking For

• 5-10 years of experience in client services, operations, or account management, ideally within a creative or digital agency
• Experience managing cross-functional teams and leading with structure
• Experience managing direct reports and/or overseeing external vendors and freelancers
• Strong project planning, resource management, and systems thinking skills
• Strong attention to detail, especially in managing client relationships, time tracking, and project deliverables
• Ability to balance multiple projects in a fast-paced environment, prioritize effectively, and maintain high standards
• Experience in building operational processes and client success strategies
• Excellent communication skills and a relationship-driven approach to client service
• A proactive, problem-solving mindset with the ability to take full ownership of projects and client satisfaction

You'll Thrive in This Role if You

• Love account management and enjoy working with clients and internal teams to create strong work and thoughtful experiences
• Care deeply about quality and clarity, and want to help others deliver both
• Are energized by the systems and people that drive great client work forward
• Enjoy structuring systems that help teams run better and more efficiently
• Are calm under pressure, skilled at prioritizing, and able to identify what matters most
• Like being the person who ensures everything is running smoothly, appropriately tracked, and moving forward, even when it’s complex
• Want to play a leadership role without being far removed from the actual work

Who We Are

Darien Group is a private equity branding and communications agency dedicated to the sector. We aspire to set new benchmarks for excellence and innovation in the industry, fostering enduring relationships with our clients while elevating standards.

How We Work

Entrepreneurial Spirit: Take ownership, drive value, and proactively contribute to the success of the team and clients.

Client-First: Prioritize clients' needs and objectives, always seeking to exceed expectations through tailored solutions.

Adaptability & Initiative: Thrive in a dynamic environment, adapting to changing circumstances and proactively seeking opportunities for growth.

Innovation: Bring creative ideas to the table, working collaboratively to solve problems and improve client experiences.

Results-driven: Stay focused on delivering exceptional outcomes, with an emphasis on quality, time management, and prioritization.

Continuous Improvement: Maintain a growth mindset, learning from each project, and continuously improving processes.

Our Promise to You

• Comprehensive medical, dental, and vision coverage
• Flexible remote work environment
• Unlimited paid time off, plus paid holidays and a full agency closure the week before Labor Day
• Office stipend to support your work-from-home setup
• Investment in your growth through courses, seminars, conferences, and learning opportunities (subject to approval)
• Competitive salary that reflects your skills and experience
• A chance to play a key role in shaping our agency’s growth and future

Salary Range: $100,000–$125,000, depending on experience and qualifications.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Marketing Services

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