Client Engagement Director

About ehouse Studio, LLC

ehouse is a premier Shopify Plus digital commerce agency and Klaviyo Master Elite partner that offers comprehensive digital transformation services tailored for mid-market and enterprise organizations. 

Redefining what’s possible in digital commerce.

At ehouse, we create growth opportunities through consultation, innovation, and emerging technologies, with a relentless focus on people, clients, partners, and operational excellence. 

ehouse has capabilities in eCommerce development, technological innovations, and growth marketing strategies all under one roof. We understand the unique needs and goals of each of our clients and partners, and we create customized solutions based on our deep knowledge and expertise. 

In order for us to deliver the best services for our clients and partners, we must first deliver the best practices and experiences for our people. We do that by prioritizing and modeling our Core Values on a daily basis. They are our guiding principles for how we show up and hold ourselves and each other accountable: Be Kind. Be Curious. Be Collaborative. Be Resourceful. Be Accountable. If you feel a resonance with our Core Values and an alignment with the following job description, please apply!

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.