Strategic Account Director

Note to Candidates:

We meticulously craft our job descriptions to clearly define the skills necessary for success and the expected performance level of the role, resulting in detailed content. Our goal is to ensure the description accurately reflects the job you will perform. We value your input and look forward to hearing what you think about the format in the interview process.

This is a hybrid role (three days per week at our HQ in San Fransisco, CA and will report directly to the VP of Client Experience.

Who We Are 

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world’s biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month.

Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!

The Role:

Crafty is seeking a seasoned Strategic Account Director (SAD), a key role 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 the clients needs, while advancing the company’s strategic goals.  

This role reports directly to the VP of Client Experience, is located in San Francisco and may have up to 15% travel.

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 remain focused on delivering 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:  You're a master of active listening, empathy, and cultural sensitivity to foster deep connections. 
• Clarity & Influence: Communicate complex strategies succinctly, ensuring alignment and understanding 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 swiftly address challenges, 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: Using CRM & Implementation tools (Salesforce, HubSpot, etc.) monitor key performance indicators and adjust tactics to optimize profitability and client outcomes.
• Growth Optimization: Identify opportunities for expansion and upselling, driving revenue growth in alignment with business targets.

Ideal Experience: We’re seeking candidates who bring a deep understanding of physically embedded, service-driven client relationship management, particularly in environments where success hinges on the intersection of direct operational oversight and high-level hospitality. The ideal candidate has spent their career managing strategic accounts onsite in field-based or operational industries. Success in this role will be defined by hands-on delivery, reliability at the client's physical location, and the depth of in-person relationships

• 7+ years in a Client Success role
• 2+ years in a Project Management / Consulting role or with equivalent PM experience
• 4+ years experience effectively working cross-functionally
• Food & Beverage industry experience preferred, but not required
• Strong analytical skills with an 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 within Google Suite, Project management platforms (Notion, etc), Customer Relationship Management platforms (HubSpot, Zoho, Salesforce, etc), Microsoft Suite (Excel & Word)

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Role Goals

1. Retain 95% of revenue month over month by effectively managing client programs and aligning services with their needs, measured via Operations Scorecard.
2. Grow existing business 20% YoY annually, by assessing client opportunities via Hubspot dashboard and Pipeline reporting.
3. Maintain a 90% positive client Company Logo score monthly in partnership with Client Operations, which will be measured by Logo and Location health within our Core system.

What we offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart hooligans who work incredibly hard and to get things done.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, an automatic 4% 401k contribution, unlimited paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes. 

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 for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.

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