Senior Account Director

JOB SUMMARY: 

The Account Director is responsible for leading strategic client relationships, driving account growth, and ensuring delivery excellence across print, promotional, and marketing solutions. This role owns overall account performance, including client satisfaction, revenue growth, cost optimization, and alignment with contractual SLAs. 

The Account Director serves as a strategic partner to key client stakeholders, proactively identifying opportunities for innovation, operational efficiency, and expanded services. This role also leads and develops account teams while leveraging internal and external resources to deliver measurable business outcomes. 

Essential Functions

Account Leadership & Client Strategy 

• Own overall client relationship, ensuring high satisfaction, retention, and growth  

• Develop and execute strategic account plans aligned with client objectives  

• Lead business reviews, client presentations, and campaign strategy discussions  

• Identify and drive upsell and cross-sell opportunities  

Financial & Operational Performance 

• Manage account performance against revenue, margin, and cost-savings targets  

• Monitor client spend (in-scope and out-of-scope) to optimize value and efficiency  

• Ensure compliance with contractual SLAs and operational standards  

• Analyze performance metrics and implement improvements  

Team Leadership & Development 

• Lead, mentor, and develop Account Directors and Managers  

• Define clear roles, expectations, and performance standards  

• Delegate effectively while maintaining accountability for results  

• Foster a high-performance, collaborative team culture  

Execution & Delivery Oversight 

• Oversee execution of print, promotional, and marketing solutions  

• Validate specifications, materials, and processes to ensure quality delivery  

• Resolve escalations, errors, and client issues promptly  

• Ensure seamless onboarding of new clients  

Innovation & Industry Insight 

• Stay current on print technologies, sourcing strategies, and promotional trends  

• Identify opportunities for innovation, efficiency, and margin improvement  

• Recommend new products and solutions to enhance client campaigns

QUALIFICATIONS AND SKILLS: 

• 5  years in customer service, account management, or print/promotional products 

• Strong communication and relationship-building skills

• Familiarity with decoration methods (screen print, embroidery, digital printing) preferred 

• Proven experience managing large/strategic accounts  

• Experience leading teams and driving performance  

• Strong financial acumen (revenue, margin, cost management)  

• Experience with print, promotional products, or marketing supply chain preferred 

SUCCESS METRICS (KPIs) 

• Client satisfaction & retention (NPS or equivalent)  

• Revenue growth and margin improvement within accounts  

• Cost savings delivered to client  

• Quote-to-order conversion rate  

• On-time delivery and SLA adherence  

• Team performance and retention 

EDUCATION: 

• Bachelor's degree in business, Marketing or related field (or equivalent experience)  

UNPLANNED ACTIVITIES:   

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.  

PHYSICAL FACTORS: 

While performing the duties of this job, the employee is regularly required to talk, hear and sit.  The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to climb, balance; and stoop, kneel, crouch or crawl.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

WORK ENVIRONMENT:  

The remote work environment is centered around delivering exceptional customer experiences through responsive communication, problem-solving, and teamwork across virtual channels. 

Candidates must have access to a quiet, distraction-free workspace, reliable high-speed internet, and the ability to manage customer interactions professionally from a remote setting. 

POSITION TYPE/ HOURS OF WORK: 

This is a full time, exempt position, and hours of work and days are Monday through Friday, 8:00 to 5:00, Travel may be required 

REASONABLE ACCOMMODATION/ADA STATEMENT:  Supplylogic is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state laws.  If you require accommodation to perform the essential functions of this position, please contact Human Resources to discuss your needs. 

Supplylogic is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin age, disability or any other protected status under applicable law.