Senior Director, Account Services

Title: Director, Account Services Location: Remote- US

ABOUT US:

bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. Our mission is to simplify the complex world of employee benefits and deliver exceptional service to our clients. We are looking for a talented and experienced individual to join our Engagement Solutions team as the Director, Account Services.

bswift Engagement Solutions is our communication agency, a team of more than 50 strategists, writers, designers, researchers and communication experts who help HR, benefits and internal communications leaders create communication employees actually notice, understand and act on. We support annual enrollment, year-round benefits engagement, total rewards, benefits education and workforce communication, taking clients from research and strategy through creative development and multichannel execution. Our work has earned recognition including Gold Hermes Creative Awards, and our account management team is the engine behind it. They are the people who keep complex, high-stakes client campaigns moving on time and on point.

WHAT YOU’LL DO

The Director, Account Services leads the account management function within the bswift Communication Agency. This is a newly created role, built to bring structure, consistency and strategic leadership to a team that sits at the center of how our clients experience bswift.

Reporting to the Vice President, Engagement Solutions, you will lead and develop a team of account managers, own the standards and processes by which client work moves through the agency, and serve as the team’s strongest advocate. You will partner closely with the Senior Directors, Communication and collaborate with our Creative and Operations teams to ensure account managers are set up to deliver exceptional, on-time work.

We are looking for a leader who is energized by building something. You will inherit a talented team and a real opportunity to move the function from tactical execution toward proactive, strategic partnership — refining workflows, getting more out of the tools we already have, and staying at the forefront of how AI can make project management smarter and faster.

WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions):

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Team leadership and development

Lead, coach and develop a team of six account managers, including regular one-on-ones, goal setting, performance reviews and career development planning

Hire, onboard and train new account managers, building ramp plans that bring new team members to full productivity quickly

Serve as a visible advocate for the account management team — surfacing capacity concerns, removing roadblocks and ensuring the team has the tools, information and support needed to do their jobs well

Balance workload and resourcing across the team, matching account manager capacity and strengths to client needs

Establish clear expectations, competency standards and career paths for the account management function

Build a culture of accountability, collaboration and continuous improvement

Client and account oversight

Own the overall health of the agency’s client relationships from an account management standpoint, ensuring consistency and quality across all accounts

Directly manage a small volume of high visibility and revenue accounts within the business, implementing account and project management best practices and leading the team through the day to day.

Set and enforce best practices for client management, including communication cadence, status reporting, escalation paths and documentation standards

Step in on complex, high-visibility or at-risk accounts to provide senior-level support, issue resolution and direct client engagement

Partner with the Senior Directors of Communication to align account management support with client strategy and consulting priorities

Identify opportunities to strengthen and expand client relationships, partnering with consulting leads to execute

Represent the account management perspective in client planning, renewal and new business conversations as needed

Project management, process and operations

Own and continuously refine the agency’s project management standards, intake processes and workflows

Ensure projects across the team are scoped, scheduled, resourced and delivered on time and within budget

Maximize the capability of the agency’s project management platform (including Monday.com), driving consistent adoption, meaningful reporting and automation wherever possible

Establish clear visibility into team capacity, project status and delivery metrics, and report on them to leadership

Partner with Creative and Operations to streamline handoffs, reduce rework and eliminate low-value manual steps

Move the function from reactive and tactical toward proactive and strategic by anticipating client needs and building repeatable approaches

Innovation and AI enablement

Stay at the forefront of AI and emerging tools in project and account management, identifying, piloting and scaling the applications that improve speed, quality and consistency

Bring new ideas to how the agency works, building the business case and leading change management for adoption

Champion continuous improvement, using team feedback and delivery data to prioritize the changes that matter most

Cross-functional collaboration

Report to the Vice President, Engagement Solutions, providing regular updates on team performance, capacity, risks and opportunities

Collaborate with the Creative, Operations, Consulting, Client Service and Implementation teams to ensure coordination, visibility and knowledge sharing on behalf of clients

Serve as a connective point between account management and the broader bswift organization

WHAT YOU NEED TO SUCCEED (Required Education and Experience):

Ten or more years of experience in project management, account management or client services, including at least two to three years directly managing and developing people

Demonstrated success leading teams that deliver complex, multi-stakeholder client projects on time and within budget

Deep knowledge of client management best practices, with the judgment to know when to standardize and when to flex

Proven ability to design and implement processes and workflows that measurably improve efficiency and quality

Hands-on experience with workflow and project management platforms such as Monday.com, including building boards, automations and reporting

Exceptional written and verbal communication skills, with the presence to engage senior client stakeholders and internal executives

Excellent organizational skills, attention to detail and problem-solving skills

Demonstrated ability to advocate for a team while holding it to a high standard

Strong time management skills with a proven ability to meet deadlines across multiple accounts and competing priorities

Ability to function well in a fast-paced and at times high-pressure environment

Proficiency with the Microsoft suite, including Outlook, Word, PowerPoint, Excel and Teams

Bachelor’s degree or equivalent practical experience

NICE TO HAVE (Preferred education and experience):

Bachelor’s degree in Marketing, Communications, Advertising, Journalism, English or Business

Experience in employee benefits, HR communication or employee engagement

Prior agency or consulting experience, preferably in a leadership capacity

Practical experience applying AI tools to project management, content workflows or team productivity

Experience standing up or maturing an account management or client services function, including processes, templates and standards

Experience managing print and digital vendor relationships, and working in SharePoint

Familiarity with benefits administration technology or the broader benefits ecosystem

OTHER DUTIES

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.

Why Join bswift?

At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions.

Benefits of Working at bswift:

• Comprehensive Health Benefits: Access to health, dental, and vision plans to support your wellness and that of your family.
• Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles.
• Remote first, Office friendly environment! No time to commute?  No problem!
• Retirement Savings Plans: Options to help you plan for a secure financial future with employer-sponsored retirement savings programs.
• Professional Development: Opportunities for career growth, including training and access to resources to support your career progression.
• Supportive Culture: A work environment that encourages collaboration, open communication, and creative problem-solving, where your voice and ideas are valued.
• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources to help you thrive inside and outside of work.

Make an Impact: At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of an organization that is making a meaningful difference in the lives of our clients and their employees.

Specific benefit offerings vary by position and may be subject to change.

Standard working hours are 8am-5pm Central Time, unless otherwise stated in the Job Description.

In the spirit of pay transparency, we are excited to share the base salary range for this position is $XX.00-$XX.00, exclusive of fringe benefits or potential bonuses.  If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!