Account Director

About the role

The Account Director is a client leadership role within Merkle’s Account Management function, focused on Digital Transformation. This is a hybrid opportunity based in our New York or Chicago office reporting to the VP, Group Account Director.

Responsibilities

• Build trusted client relationships by developing a genuine understanding of each client’s business, goals, and working style — showing up as a reliable, informed partner across the full life of an engagement.
• Stay attuned to client needs and emerging opportunities — proactively surfacing relevant ideas, flagging risks before they escalate, and bringing Merkle capabilities into the conversation at the right moments.
• Manage day-to-day stakeholder communication with clarity and consistency, keeping clients informed, aligned, and confident in Merkle’s execution.
• Own the commercial health of your engagements when managing clients independently: revenue forecasting, scope monitoring, change order execution, and Salesforce accuracy.
• Partner closely with Project Managers and delivery leads to ensure work is on track, risks are visible, and client expectations are grounded in delivery reality.
• Support renewal strategy and growth planning in partnership with senior account leaders and Client Partners, contributing to proposals and expansion conversations as they arise.
• Contribute actively to account team culture — sharing knowledge, supporting colleagues, and bringing a collaborative mindset to every engagement.

Requirements

• 7+ years of experience in account management or client services within a digital agency, consulting firm, or technology services organization.
• Experience working on Digital Transformation engagements — including web/app development, UX, commerce platforms, or enterprise technology implementations.
• Demonstrated ability to manage client relationships with professionalism and care, with a track record of building trust and maintaining client satisfaction.
• Foundational commercial acumen: familiarity with revenue forecasting, scope management, and the financial mechanics of a services engagement; able to own these responsibilities when managing clients independently.
• Strong communication and interpersonal skills — you communicate clearly, listen well, and can navigate difficult conversations with composure.
• Experience collaborating with Project Managers or Delivery leads on multi-workstream engagements; you understand the importance of the AM/PM partnership and contribute to making it work.
• Working proficiency in Salesforce or equivalent CRM for account tracking, forecasting, and documentation.
• Familiarity with one or more leading content management and/or commerce platforms.

Qualifications

• You are conversant in how these solutions are built and can engage credibly with clients about them.
• Strong communication and interpersonal skills — you communicate clearly, listen well, and can navigate difficult conversations with composure.
• Experience collaborating with Project Managers or Delivery leads on multi-workstream engagements; you understand the importance of the AM/PM partnership and contribute to making it work.
• Working proficiency in Salesforce or equivalent CRM for account tracking, forecasting, and documentation.
• Familiarity with one or more leading content management and/or commerce platforms.

Benefits

• Medical, vision, and dental insurance,
• Life insurance,
• Short-term and long-term disability insurance,
• 401k,
• Flexible paid time off,
• At least 15 paid holidays per year,
• Paid sick and safe leave,
• Paid parental leave.