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Strategic Relationship & Retention Management:
- Own Net Retention Rate (NRR) and Gross Retention Rate (GRR) metrics, developing proactive 'Early Warning Systems' to identify at-risk accounts.
- Design frameworks to transform Account Managers into strategic partners, embedding them in clients' long-term business roadmaps and overseeing standardized Quarterly Business Reviews.
Leadership & AM Excellence:
- Recruit, mentor, and scale the Account Management team, defining performance KPIs such as client health scores and referral rates.
- Standardize the client journey from handoff to renewal, ensuring a consistent 'SmartBug' experience at every touchpoint and managing the HubSpot partnership ecosystem.
Operational Infrastructure:
- Use HubSpot as the single source of truth, creating dashboards to track client health, contract renewals, and AM touchpoints.
- Champion AI fluency to streamline client communication and reporting, leveraging data to forecast churn risks and identify expansion-ready accounts.
Cross-Functional Strategic Collaboration:
- Work closely with VP of Strategy and PMO/Delivery Leaders in the 'Golden Triangle' to align client goals with execution and advocate for resource allocation based on client needs.
SmartBug Media
SmartBug Media is a respected agency in the HubSpot ecosystem, specializing in delivering measurable growth and strategic outcomes for clients. It operates as a fully remote team with a strong, results-oriented culture focused on long-term client partnerships and deep expertise.