Jobs and Careers

Account Strategist (Senior Living Experience Required)

Remote, United States, United StatesRemotefull_timeVerifiedPosted 19 Nov 2024

About the role

SmartBug Media is the full service digital agency of choice for organizations looking to create resilient growth across the entire customer lifecycle. From marketing to sales, revenue operations to customer success, and e-commerce to integration, SmartBug combines sound strategies and technology with top talent to de-risk the future and set the course for continued success. As a fully remote team of over 300 professionals, we believe in delivering exceptional work without compromising work/life balance, no matter where you are. Recognized globally, we've made the Inc. 5000 list seven times, the Adweek 100 four years running, and won numerous Comparably awards for our culture and leadership. We're not just HubSpot's highest-rated partner worldwide but also a two-time HubSpot NA Partner of the Year and proud Elite Partner. Add to that our Master Elite partnership with Klaviyo and our proud partnerships with Shopify and Google.
Job Summary:
The Account Strategist will report to the Senior Director of Account Strategy and act as the strategic account lead, primarily focused on the senior living industry. You will work with client executives to define goals and develop strategies that will achieve them. You are responsible for translating customer goals and needs into strategic plans that span the customer lifecycle. You will hand these plans to your specialty strategist team for further planning and implementation while closely monitoring performance and client health. You are the face of SmartBug and the first impression of the company to our customers, you should be adept at building relationships and trust with senior-level clients.
To succeed in this role, you must be an engaged professional with unwavering requirements for providing an incredible customer experience, including strong client communication and impactful client results.
As an Account Strategist, you will be measured on delivering the following:Client satisfaction (results, retention, awards, reviews, referenceable clients)Customer growth and profitabilityClient effective billing rates (EBRs)Out-of-scope revenue attainmentSetting and achieving SMART client goalsTimely strategy deliveryIndividual utilization rates that meet company goals

Key Responsibilities:

Build and maintain strong relationships with clients; comfortability interacting with C-Suite executives
Lead the discovery and onboarding process for new clients and have a strong understanding of client goals, objectives and challenges
Create the top-level strategy for your clients, working with other departments to have those strategies expanded and implemented—you drive the strategy with the client
Act as the main point of contact and the face of SmartBug for your clients
Address client feedback and concerns promptly
Ensure your clients see SmartBug as an indispensable partner in their growth, and that each receives a 5-star customer experience as measured by being the highest-rated partner on the HubSpot partner directory—your clients should be happy to be a reference
Deliver consistent, world-class quality across all customer lifecycle strategies and implementations (marketing, sales, customer success, operations)
Have a strong understanding of strategic opportunities to expand retainer scope; identify and recommend additional and complementary services to help meet client needs and goals; provide scoping, quotes and strategic direction for implementation
Partner with the Director of Service Strategy to ensure new services represent the voice of the customer
Develop a deep understanding of clients' businesses, industries, and market challenges to tailor lifecycle strategies that effectively address their specific needs and drive mutual success
Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot’s competitive position to ensure the clients’ strategies remain cutting-edge and effective
You are responsible for being an expert in your clients’ industry such that they see you as a peer and trusted advisor

Strategy Development and Execution
Work with specialty strategist teams to develop value-based goals for our clients across the customer lifecycle
Develop lead nurturing strategies to build long-term relationships with potential residents and families
Develop and implement comprehensive marketing strategies to drive brand visibility, generate qualified leads, and increase occupancy rates across multiple senior living communities
Oversee the planning and execution of events (e.g., webinars, educational seminars, tours) to engage prospective residents and their families
Understanding of demand generation, sales a