Overview

Strategic Account Director (SAD) role at Crafty. This is a hybrid role (three days per week at our HQ in San Francisco, CA) and reports directly to the VP of Client Experience. Travel up to 15% may be required.

The Role

Crafty is seeking a seasoned Strategic Account Director focused on managing and expanding strategic client relationships, driving revenue growth, and fostering long-term partnerships. This role requires a deep understanding of clients’ businesses, industry trends, and organizational objectives to deliver tailored solutions that align with clients’ needs while advancing Crafty’s strategic goals.

Location: San Francisco, CA. Reports to: VP of Client Experience.

Required Attributes

• CLIENT RETENTION AND GROWTH
  • Client Success & Growth: Develop strategies to elevate client satisfaction, driving engagement, retention, and account growth. Align client outcomes with company objectives for mutual success.
  • Strategic Engagement: Develop and execute strategic plans to address client pain points and continuously evolve client programs across all Logos and Locations within your portfolio.
  • Proactive Service Delivery: Provide exceptional client service, including proactive communication, timely response to requests, and effective collaboration with cross-functional teams.
  • Agility & Adaptation: Navigate shifting priorities with ease, ensuring we deliver strategic value to the client and Crafty.
  • Execution Excellence: Translate strategic plans into actionable initiatives, driving continuous improvement and innovation in client engagements.
• EFFECTIVE COMMUNICATION
  • Active Listening: Mastery of active listening, empathy, and cultural sensitivity to foster deep connections.
  • Clarity & Influence: Communicate complex strategies succinctly, ensuring alignment among clients and internal stakeholders.
  • Conflict Management: Resolve challenges with diplomacy, turning conflicts into collaborative solutions and strengthened client relationships.
• PROGRAM MANAGEMENT
  • Comprehensive Oversight: Using project management platforms (Asana, Jira, Monday.com, etc.), lead complex client programs, ensuring alignment with business objectives and exceeding client expectations.
  • Cross-Functional Collaboration: Unite diverse teams to innovate and deliver enhanced client experiences and tailored solutions.
  • Proactive Engagement: Maintain transparency on project progress and address challenges swiftly, ensuring seamless execution and client satisfaction.
  • Continuous Improvement: Partner with internal teams to refine and evolve service offerings.
• FINANCIAL ACUMEN
  • Data-Driven Decisions: Leverage analytics within data visualization tools (Tableau, Looker, Power BI) to measure success and drive data-informed strategies for client growth and retention.
  • Performance Management: Use CRM and implementation tools (Salesforce, HubSpot, etc.) to monitor KPIs and optimize profitability and client outcomes.
  • Growth Optimization: Identify opportunities for expansion and upselling, driving revenue growth in line with targets.

Ideal Experience

• 7+ years in a Client Success role
• 2+ years in a Project Management / Consulting role or equivalent PM experience
• 4+ years experience working cross-functionally
• Food & Beverage industry experience preferred, but not required
• Strong analytical skills with ability to trend data and provide data-backed insights and recommendations
• Proven track record of leading strategic initiatives that accelerate company or organizational goals
• Bachelor’s degree in Business, Operations, or related field (preferred but not required)
• Ability to work with Google Suite, project management platforms (Notion, etc.), CRM platforms (HubSpot, Zoho, Salesforce, etc.), and Microsoft Office

If you don’t meet all of the qualifications, consider how your unique skills and experiences—professional and personal—could contribute to success in this role. We value diverse perspectives and encourage you to apply.

Role Goals

• Retain 95% of revenue month over month by effectively managing client programs and aligning services with client needs (measured via Operations Scorecard).
• Grow existing business 20% YoY by assessing client opportunities via HubSpot dashboard and pipeline reports.
• Maintain a 90% positive client logo score monthly in partnership with Client Operations (measured by health of logos and locations).

What We Offer

Crafty offers a comprehensive compensation and benefits package, including healthcare (primary health, dental, vision), a 4% automatic 401(k) contribution, unlimited paid time off, equipment certification courses, parental leave, snacks, beverages, and team events.

The pay band for this role in California is $160,000 to $185,000 OTE.

Crafty provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, or genetics.