[Hiring] Strategy Account Manager @Job Crystal

Role Description

The Strategy Account Manager guides the strategic direction, client relationships, and growth for direct and white-label accounts. Working in partnership with the Operational Account Manager, this role defines the “why” and “what” of client marketing (goals, messaging, and growth opportunities), while the Operational Account Manager ensures the “how” aligns with fulfillment capacity and processes.

Together, the two Account Manager paths share responsibility for excellent client communication, account health, deliverable delivery, performance review, expectation-setting, and identification of upsell opportunities.

Core Responsibilities

• Client Management & Communication
  • Serve as the primary contact for assigned accounts, managing day-to-day communications via approved systems.
  • Lead client meetings, including strategy calls and performance reviews.
  • Set clear expectations regarding scope, budget, timelines, and deliverables.
  • Document all meetings, decisions, and next actions.
  • Adhere to white-label requirements, including branding and confidentiality.
  • Identify client dissatisfaction, scope confusion, communication gaps, performance concerns, or retention risks and escalate them promptly.
• Strategic Planning & Execution
  • Develop digital marketing strategies based on client goals, audience, and competitive analysis.
  • Translate objectives into clear priorities across content, SEO, paid ads, and other services.
  • Maintain strategic roadmaps, quarterly priorities, and growth plans.
  • Analyze performance data (e.g., traffic, leads, engagement) to offer actionable recommendations and budget adjustments.
  • Recommend adjustments to messaging, targeting, content direction, service mix, campaign priorities, or budget allocation based on performance and business need.
• Operational Alignment
  • Partner with the Operational Account Manager to ensure strategies are feasible and within scope.
  • Provide fulfillment teams with clear strategic direction and brand standards.
  • Participate in account reviews to ensure ongoing alignment between client goals and execution.
  • Identify service gaps and upsell opportunities.
• Growth and Sales Collaboration
  • Identify appropriate upsell, cross-sell, renewal, and service-expansion opportunities within assigned accounts.
  • Work with the Operational Account Manager, Sales team, and Digital Production Manager to evaluate whether recommendations are strategically appropriate and operationally feasible.
  • Support upsell conversations with clear business rationale, client context, expected outcomes, and realistic scope recommendations.
  • Communicate account-growth opportunities, retention risks, and service gaps to Sales and leadership.

Key Performance Indicators

• Client retention, renewal, and account health.
• Quality of strategic recommendations and performance reports.
• Timeliness of communication and documented next steps.
• Accuracy of alignment between strategy, scope, and budget.
• Growth in upsells and expansion opportunities.
• Reduction in client confusion, misaligned expectations, and strategic rework.

Role Boundaries

The Strategy Account Manager owns strategic direction, growth planning, and performance recommendations. The Operational Account Manager leads the daily operational processes and fulfillment workflows. Both roles collaborate to bridge strategy and execution.

Monthly Salary: R - R