Client Engagement Director

About the role

The Client Engagement Director’s primary responsibility will be to oversee a portfolio of strategic eCommerce accounts. This individual will serve as the primary point of contact for clients, acting as a trusted advisor while driving growth, retention, and profitability. The ideal candidate has extensive experience in managing mid-market and enterprise eCommerce clients, proven success in strategic planning, and deep familiarity with the Shopify Plus ecosystem.

What you'll do

• Act as a strategic advisor to a portfolio of high-value accounts by building trust, maintaining open communication, and aligning objectives, challenges, and industry dynamics.
• Own and implement Account Plans by planning activities and leveraging resources to achieve plan objectives.
• Develop and execute customized growth strategies driven by data insights to increase revenue through cross-sell, upsell, and renewals.
• Ensure customer satisfaction through effective use of PM and Strategist resources and realize increasing value from each account.
• Enable effective partnerships and key relationships to develop accounts into potential Key Accounts (High-Touch).
• Strive to be the account’s preferred and trusted vendor through constant study, insight generation, and industry expertise.
• Identify new cross/up-sell opportunities within accounts while retaining spend and defending against competitors.
• Collaborate with cross-functional teams and external partners to deliver innovative, impactful solutions.
• Ensure that the value delivered is clear, measurable, and communicated effectively to all client stakeholders, especially senior executives.
• Achieve or exceed booking, revenue, and profitability targets across your portfolio.
• Proactively identify risks, resolve issues, and set clear expectations to ensure client satisfaction.
• Serve as an escalation point for clients, partnering with service line managers to deliver quick, effective resolutions.
• Maintain accurate and up-to-date CRM data for forecasting and financial planning.

Qualifications

• 7+ years of eCommerce experience with proven success in driving client growth.
• 5+ years of experience managing large mid-market and enterprise accounts.
• Strong expertise in strategic planning across multiple marketing channels (paid media, email, SEO, social, etc.).
• Demonstrated success in developing and executing effective eCommerce strategies using advanced tools and analytics.
• Proven ability to build and maintain executive-level relationships.
• Deep familiarity with Shopify Plus and its ecosystem.
• Experience balancing business development and account management responsibilities.
• Ability to multi-task, prioritize, and adapt quickly in a dynamic, fast-paced environment.
• Strong sense of urgency and accountability with a track record of exceeding targets.
• Willingness to travel as required.

Key Performance Indicators

• Revenue Growth / Retention – increase account revenue year-over-year and maintain existing client base.
• Product/Services Upsell & Cross-sell – identify opportunities to expand the client’s portfolio.
• Revenue Quotas – meet or exceed monthly, quarterly, and yearly revenue targets.
• Customer Satisfaction (CSAT) – maintain high client satisfaction ratings across all accounts.
• Customer Churn Rate – minimize churn by proactively addressing client needs and concerns.
• Customer Lifetime Value (CLV) – maximize the long-term value of each account through strategic planning and engagement.

Key Competencies

• Credible executive presence through the sharing of strategic insights/advice while aligning team actions to meet customer goals.
• Ability to voice appropriate paths for a customer using business acumen that aligns customer needs with agency direction.
• Drives for results through identification and pursuit of cross/up-sell opportunities.
• Strong negotiation skills resulting in won deals without reliance on discounting tactics.
• Customer-centric partnership approach to help Strategic Accounts develop while enhancing the agency’s position.
• Skilled at handling diverse sales scenarios and stakeholders by leveraging process guidance, buyer intelligence, and agency messaging.