Role Description
The Account Director (AD) is the main point of contact for our partners and owns and maintains all partner relationships at Kanahoma. They are responsible for driving partnership success and ensuring both the internal and partner teams are aligned and working towards shared outcomes. The AD helps drive partnership strategy and ensures projects meet partner expectations and are delivered on deadline. The AD leads all partner meetings and facilitates all presentations and ensures alignment and a shared understanding of partnership goals and objectives.
Role Responsibilities
- Own Relationship Management with Active partners
- Serve as the main point of contact for assigned partners, building and maintaining strong relationships
- Lead regular partner check-in meetings and ensure proactive communication
- Identify and address partner concerns early, escalating issues when necessary
- Conduct quarterly partner check-ins to align on business objectives
- Support senior leadership in strategic discussions and partner presentations
- Build & Lead a Best-in-Class Account Services Team
- Leads by example, takes ownership and executes with a sense of urgency
- “Yes, but” Culture. Always presenting solutions when tasked with an opportunity
- Helps the VP Accounts recruit and retain a team of top talent
- Conducts weekly one-on-ones with direct reports (where applicable)
- Sets and tracks direct reports annual and bi-annual goals aligned with performance reviews
- Executes bi-annual performance reviews for all direct reports
- Escalates team concerns to the VP Accounts
- Own Account Management Processes
- Lead quarterly planning process for assigned partners
- Produce and distribute weekly and monthly performance reports, ensuring the information is accurate and there is a consistent narrative
- Ensure all partner deliverables are delivered on time and within budget
- Oversee all aspects of account performance
- Be aware of each accounts monthly and yearly goals
- Budget
- Inquiry
- Start
- Be aware of each accounts term build throughout the academic year
- In partnership with Kanahoma’s SVP, Marketing and VP Accounts, co-lead overall account strategy for assigned partners
- Lead Retention, Upsells, and New Business to Support Kanahoma Growth Goals
- Own partner renewals and upsell discussions, identifying opportunities for growth for assigned partners and managing your pipeline in HubSpot
- Collaborate with the VP, Account Service to develop upsell strategies and proposals
- Meet or exceed quarterly and yearly upsell goals
- Maintain 90% retention rate across all current Kanahoma partners
- Work closely with the VP, Account Services and sales teams to support new business pitches
- Own the onboarding of new partners to ensure a smooth transition
- Support Account Aging Communication with Active partners
- Using insight provided by the VP Account Services, follow up on accounts receivable aging for assigned partners
- Communicate with partners to ensure timely payments and resolve billing issues
- Escalate outstanding aging issues to finance and leadership when necessary
- Collaborate with Agency Controller and Leadership on Financial Planning
- Maintain accurate invoicing records and ensure correct billing for all sold work
- As requested by the VP Account Services, Q/A finance tracker for assigned accounts
- Assist in forecasting and revenue planning in alignment with agency goals
Role Qualifications
- 5+ years of account management / supervision experience
- Education marketing experience a plus, ideally in the adult and online segment
- Exceptional communication, leadership, and strategic thinking skills
- Strong analytical mindset with the ability to translate data into actionable insights
- Demonstrated success in partner-facing roles with a customer service focus
Kanahoma’s Mission
Our mission is to build a better agency for organizations building a better world.
Whether we’re building a brand or driving the bottom line, we pride ourselves on being progressive performance marketers called to serve and support mission-driven organizations across the education and nonprofit industries.
By joining Kanahoma, you are committing to core values that define our (and your) success, and shape how we approach everything we do, every day:
- We Find A Better Way
- At Kanahoma, we are relentless in our pursuit of building a better agency
- So when a solution isn’t satisfactory we make our own
- Results Aren’t Our Goal, They’re Our Engine
- At Kanahoma, winning is a perquisite
- We are constantly pushing to evolve and iterate our work to exceed expectations and ensure our partners get the results they deserve.
- Just A-Players
- We play and win as a team
- We don’t believe that confident, superior work should come at the expense of company culture
- We Seek to Serve
- We embrace our role as a service business and seek opportunities to go above and beyond for our partners
We execute on the above core values by balancing the four pillars of advocacy:
- Self Advocacy:
- Asserting and clearly communicating your needs and interests while taking responsibility for personal well-being and decisions
- Team Advocacy:
- Championing your team's needs, addressing their challenges and highlighting their achievements to ensure they have the resources and recognition to succeed
- Business Advocacy:
- Supporting and promoting Kanahoma’s goals, securing and/or requesting the necessary resources to make strategic decisions to drive growth and exceed goals
- Partner Advocacy:
- Representing the partner’s needs, goals, and best interests by ensuring their concerns are heard, providing solutions that align with their objectives, and delivering value to build trust and satisfaction.
