Reports To: CEO

Manages: 2 Project Managers

Base Comp: $100-120k DOE

Overview

The Director of Client Experience (Account Director) is a key leadership position at Howdy, responsible for driving strategic growth, client success, and revenue expansion across our portfolio of mid-to-large and enterprise B2B clients. As the leader of client-facing operations, you will oversee the project management team, set the standard for exceptional client experiences, and directly contribute to growing Howdy's revenue by expanding existing accounts and driving strategic opportunities.

This role is part of Howdy's Senior Leadership Team and works collaboratively with other department leads to shape company strategy and success.

Key Responsibilities

Client Success and Account Expansion

Own and grow key client relationships, ensuring alignment with their strategic goals and positioning Howdy as an indispensable partner
Develop and present innovative, personalized marketing strategies to drive account expansion, including upselling and cross-selling opportunities
Collaborate with clients to uncover unspoken needs and deliver solutions that exceed expectations
Regularly track and report on account growth, renewal pipelines, and client satisfaction metrics, ensuring alignment with revenue goals

Team Leadership and Operational Oversight

Lead and mentor Project Managers, fostering a culture of ownership, innovation, and high performance
Ensure team alignment with Howdy's strategic goals, client deliverables, and overall company vision
Empower team members to contribute to problem-solving and client engagement, while providing guidance and accountability on complex challenges
Collaborate with the Creative Director to deliver innovative and impactful campaigns that align with client and company goals

Revenue and Financial Management

Drive account growth to meet or exceed revenue targets, contributing directly to Howdy's bottom-line success
Oversee project budgets, ensuring profitability while maintaining exceptional quality and service standards
Monitor financial and operational KPIs, using insights to adjust strategies, allocate resources, and optimize client outcomes

Problem Solving and Continuous Improvement

Act as a senior problem-solver, swiftly addressing escalated client issues and implementing proactive solutions
Continuously evaluate and improve Howdy's client experience processes, tools, and strategies to stay ahead of industry trends

Requirements

Qualifications and Skills

Proven Leadership: 7+ years in account management or client services, with a demonstrated ability to lead teams and grow revenue in a B2B environment
Strategic Mindset: A track record of developing and executing account growth strategies that drive measurable results
Client-Centric Expertise: Exceptional relationship-building skills with senior-level stakeholders, coupled with the ability to anticipate and solve complex client challenges
Revenue Focus: Experience driving account expansion and achieving revenue targets, with a deep understanding of financial metrics and profitability
Team Development: Strong mentoring and coaching skills, with a passion for developing high-performing teams
Analytical and Data-Driven: Proficiency in analyzing performance data to inform strategies and optimize outcomes
Exceptional Communication: Strong verbal and written communication skills, with the ability to inspire confidence and influence stakeholders
Adaptability and Innovation: A creative problem-solver who thrives in a dynamic environment and consistently delivers fresh ideas for client engagement

It's equally important to have the skills to the do the job and to embody our Core Values. Be sure to check them out below.

Our Core Values: https://bit.ly/4fHd209

Benefits

Paid Time Off (PTO):
2 weeks of paid vacation upon hire, with an additional 2 days earned each year
Wellness Days:
Unlimited sick leave to accommodate personal or family health issues, mental health needs, or other urgent life events. Transparency + communication are key!
Company Holidays:
15 observed holidays including New Year's Day, MLK Day, Howdy Day (April 19th), Memorial Day, Juneteenth, 4th of July, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day, and NYE
Summer Fridays (half-day every other Friday from June to August)
Flex Days:
Office closure between Christmas and New Year's Day, with expected availability for client and time-sensitive needs
New Parent Leave:
6 weeks of PTO for the birth, adoption, or fostering of a new child
Additional 2 weeks of transition time
Health and Dental Insurance:
Health insurance: 75% of employee's premium covered by employer
Dental insurance: 50% of employee's premium covered by employer
Lagniappe Days:
Quarterly benefit of $150 and an additional day off to use for personal care, such as massages, car detailing, house cleaning, professional organizing, spa days, or staycations

Howdy

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Account Director - Director of Client Experience