Account Strategist (Senior Living Experience Required)

SmartBug Media is the full service digital agency of choice for organizations looking to create resilient growth across the entire customer lifecycle. From marketing to sales, revenue operations to customer success, and e-commerce to integration, SmartBug combines sound strategies and technology with top talent to de-risk the future and set the course for continued success. As a fully remote team of over 300 professionals, we believe in delivering exceptional work without compromising work/life balance, no matter where you are. Recognized globally, we've made the Inc. 5000 list seven times, the Adweek 100 four years running, and won numerous Comparably awards for our culture and leadership. We're not just HubSpot's highest-rated partner worldwide but also a two-time HubSpot NA Partner of the Year and proud Elite Partner. Add to that our Master Elite partnership with Klaviyo and our proud partnerships with Shopify and Google.

Job Summary:

The Account Strategist will report to the Senior Director of Account Strategy and act as the strategic account lead, primarily focused on the senior living industry. You will work with client executives to define goals and develop strategies that will achieve them. You are responsible for translating customer goals and needs into strategic plans that span the customer lifecycle. You will hand these plans to your specialty strategist team for further planning and implementation while closely monitoring performance and client health. You are the face of SmartBug and the first impression of the company to our customers, you should be adept at building relationships and trust with senior-level clients.

To succeed in this role, you must be an engaged professional with unwavering requirements for providing an incredible customer experience, including strong client communication and impactful client results.

As an Account Strategist, you will be measured on delivering the following:

Client satisfaction (results, retention, awards, reviews, referenceable clients)

Customer growth and profitability

Client effective billing rates (EBRs)

Out-of-scope revenue attainment

Setting and achieving SMART client goals

Timely strategy delivery

Individual utilization rates that meet company goals

Key Responsibilities:

• Build and maintain strong relationships with clients; comfortability interacting with C-Suite executives
• Lead the discovery and onboarding process for new clients and have a strong understanding of client goals, objectives and challenges
• Create the top-level strategy for your clients, working with other departments to have those strategies expanded and implemented—you drive the strategy with the client
• Act as the main point of contact and the face of SmartBug for your clients
• Address client feedback and concerns promptly
• Ensure your clients see SmartBug as an indispensable partner in their growth, and that each receives a 5-star customer experience as measured by being the highest-rated partner on the HubSpot partner directory—your clients should be happy to be a reference
• Deliver consistent, world-class quality across all customer lifecycle strategies and implementations (marketing, sales, customer success, operations)
• Have a strong understanding of strategic opportunities to expand retainer scope; identify and recommend additional and complementary services to help meet client needs and goals; provide scoping, quotes and strategic direction for implementation
• Partner with the Director of Service Strategy to ensure new services represent the voice of the customer
• Develop a deep understanding of clients' businesses, industries, and market challenges to tailor lifecycle strategies that effectively address their specific needs and drive mutual success
• Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot’s competitive position to ensure the clients’ strategies remain cutting-edge and effective
• You are responsible for being an expert in your clients’ industry such that they see you as a peer and trusted advisor




• Strategy Development and Execution
• Work with specialty strategist teams to develop value-based goals for our clients across the customer lifecycle
• Develop lead nurturing strategies to build long-term relationships with potential residents and families
• Develop and implement comprehensive marketing strategies to drive brand visibility, generate qualified leads, and increase occupancy rates across multiple senior living communities
• Oversee the planning and execution of events (e.g., webinars, educational seminars, tours) to engage prospective residents and their families
• Understanding of demand generation, sales and CRM, and customer success strategies and tactics listed below including the ability to identify gaps in the customer’s strategy, and oversee the development and execution of tailored customer strategies to meet client goals, enhance client satisfaction, and drive revenue growth
• Demand Generation: Ideal customer profiles, buyer personas, inbound marketing, content marketing and syndication, conversion rate optimization, event marketing, social media, conversational marketing, influencer marketing, account-based marketing, lead nurturing, paid media; all features within HubSpot Marketing Hub and Content Hub—not just inbound marketing and/or HubSpot methodology
• Sales and CRM: Product knowledge, building rapport, analyzing customer needs, communicating with different buyer personas, contact management, account-based marketing and selling, sequences, lead qualification, lead routing, pipeline management, pipeline automation, handling objections, prospecting, competitive analysis, presentation and sales training; all features within HubSpot CRM
• Customer Success: Establishing strong customer relationships, customer acquisition strategies, customer retention strategies, customer onboarding, customer loyalty, customer health metrics, customer feedback surveys, cross-sell and upsell strategies, customer lifetime value, service and support analytics; all features within HubSpot Service Hub
• Develop full customer lifecycle strategy for clients that meets their stated business goals—demonstrating ROI for your clients should be your North Star
• Understanding of third-party tools and how they integrate with HubSpot for the purposes of recommending strategies
• Work with SmartBug technologists to optimize client’s HubSpot instances as well as execute the technology strategy in HubSpot
• Work with creatives to create and curate sales collateral, presentations, and other content pieces to support your clients’ sales processes




• Reporting and Analytics
• Regularly assess and report on the impact of sales enablement and operations efforts—remember, ROI is the North StarUse insights to optimize strategies and improve results
• Work with specialty strategists to provide monthly reports, quarterly business reviews (QBRs), and additional strategic recommendations based on a strong understanding of performance data




• Leadership
• Directly manage and develop 1-2 account specialists—you are responsible for their performance and their development
• Lead a cross-functional team of digital strategy professionals specializing in demand generation, sales and CRM, customer success, technology, copy and design, website development, paid media, and public relations




Delivery Process

• Monitor and manage campaign budgets and scope
• Track and meet effective billing rate (EBR) goals
• Work with internal SmartBug team to ensure quality work is delivered to clients
• Ensure you create and follow processes that result in differentiated client results and quality

Requirements:

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in digital strategy.
• Minimum of 5 years of experience in the Senior Living industry.
• Proven experience with HubSpot and a deep understanding of the HubSpot ecosystem and CMS.
• Proven experience with WelcomeHome CRM.
• Proven ability to lead and direct a team of professionals working on client accounts.
• Experience in setting and achieving annual and quarterly goals for clients.
• Demonstrated ability to build and maintain a positive and productive team spirit.
• Ability to deliver constructive and sometimes tough feedback to clients and internal SmartBug departments.
• Strong interpersonal skills and the ability to inspire and motivate a team.
• Demonstrated ability to ensure high client satisfaction, retention, and achieving sales, marketing, and ROI goals without sacrificing client goals and adhering to SmartBug values.
• Exceptional communication and presentation skills.
• High level of organization, attention to detail, and the ability to manage multiple priorities.
• Strong problem-solving capabilities and the ability to navigate complex challenges.
• High level of integrity, work ethic, and professionalism.
• Passion for client success and a commitment to delivering outstanding results
• .Experience working remotely in similar roles is strongly preferred.
• HubSpot essential certifications.