Account Director

Overview: 

Fuel Cycle is seeking a dynamic Account Director to join our team and drive strategic growth with our existing market research clients. In this role, you will be responsible for cultivating strong, long-term relationships with key accounts, ensuring client satisfaction while identifying new opportunities for expansion. As a trusted advisor, the Account Director will lead efforts to retain and grow an established book of business, consistently meeting revenue and profitability targets. 

Leveraging your expertise in Market Research and SaaS solutions, you will consult with clients on research methodologies, product roadmaps, and project execution strategies. You’ll develop tailored proposals, oversee contract negotiations, and ensure the delivery of high-quality insights. Your ability to align Fuel Cycle’s capabilities with client goals will be critical to success. 

This high-visibility role reports directly to the Senior Director, Customer Experience. The Account Director manages an assigned book of business within a vertical  pod team, focused on driving customer retention and growth. You will work cross-functionally with senior stakeholders across Research Excellence, Customer Solutions, Product, Marketing, and the Executive Leadership Team, ensuring seamless client experiences and strategic alignment across all touchpoints. 

Fuel Cycle is regularly recognized as a great and innovative place to work. Our recent awards include 2024 Built In Best Places to Work, as well as Comparably Best CEO, Best Company for Women, and Best Company for Diversity. Fuel Cycle is proudly a 2024 Quirk’s Top Company for Consumer Research and Online Panel Communities – MROC, and was named Top 50 Most Innovative by GRIT in 2023. Learn more about our Culture & Values here. 

Key Responsibilities: 

Revenue Growth & Account Expansion 

• Achieve assigned revenue targets through retention and expansion of the existing book of business. 

• Deepen client relationships to uncover incremental revenue opportunities, including upsell and cross-sell. 

• Set the pace and lead the Account Team in managing your book of business, ensuring efficient account management and maximum client satisfaction. 

• Foster strategic customer relationships and drive awareness and support for Fuel Cycle’s solutions throughout the customer organization. 

• Expert use the tech stack supporting the customer organization (e.g., Salesforce, ChurnZero, Gong) to track client relationships, renewal, and upsell progress, and report activity. 

Client Consultation & Strategic Partnership 

• Act as the strategic point of contact, providing guidance on research design and business issues. 

• Develop insightful proposals and deliver strategic presentations that align with client goals. 

• Act as a Strategic Trusted Advisor to accounts in your book of business, offering guidance to ensure optimal outcomes for both clients and Fuel Cycle. 

• Lead/co-lead final report writing, strategic client guidance, and presentation of findings. 

• Strive for operational excellence and customer intimacy across your book of business, ensuring exceptional service. 

Project Management & Delivery Excellence 

• Partner with Research Managers to ensure project specifications are met and deliverables are of high quality. 

• Oversee and review research strategy, design, and deliverables, ensuring client expectations are consistently exceeded. 

• Lead the resolution of product, solution, and delivery challenges to ensure smooth project execution. 

• Ensure ongoing execution of the Account Director Playbook to maintain consistency and high performance in account management. 

Relationship Building & Strategic Leadership 

• Build and nurture relationships across multiple departments within client organizations (Insights, Marketing, UX, CX, R&D, etc.). 

• Lead and inspire internal Fuel Cycle teams, introduce subject matter experts (SMEs), and service lines to maximize opportunities. 

• Act as the strategic leader for the customer account team, identifying opportunities, managing risks, and optimizing outcomes for both the client and Fuel Cycle. 

Your Success Metrics:

•  Achievement of annual renewal and upsell/expansion revenue targets 

• Meet established metrics relating to 

• Revenue Growth and Financial Performance (margin) 

• Client retention and satisfaction