Original job description
The company
You might think we’re just another creative agency driven by client deadlines, profitability and corporate culture. Think again – when it comes to collaborating with new clients, one of the pillars we assess is the people behind the brand. Since 2014, HRVST began with a simple mission – to treat every project like our own. What exactly do we do? Everything from ecommerce to brand building, design and content. As Shopify Plus Partners, we’re building for brands migrating to, already on, or ready to develop a new store on the platform.
We’re not a boutique agency, we’re a small shop. We’re strong because of our team – the best idea always wins. We out-perform bigger agencies by applying small shop smarts to every project. Thinking small means attention to detail, but it also means having the time and energy to focus on our clients’ needs. Our small but specialized team is designed to create efficient systems that are tailor-made for our clients.
The role
The Account Director leads HRVST’s day-to-day operations and team. You’ll be the go-to for our Account Managers, designers and developers: supporting them through client challenges, keeping delivery on track across pods, and making sure the team has what it needs to do its best work. You’ll own team leadership, from one-on-ones and call reviews to performance reviews and hiring, and you’ll lead the Account team’s sales performance, coaching Account Managers to win new business and grow their accounts. You’ll also partner with the Managing Director on agency structure, capacity and growth.
This role reports directly to the Managing & Creative Director.
The culture
Remote-first, by design: We believe great work is about outcomes, not desks. Work where you are most productive.
Health, dental, and life insurance: We support your mental and physical well-being so you can do your best work and feel good doing it.
A proper home office setup: Every team member is outfitted with a new MacBook Pro and an external monitor so you are set up for success from day one.
Generous time off that is actually encouraged: Enjoy summer Fridays, up to five weeks of vacation per year, and your birthday off to celebrate however you want.
Protected focus time: Deep work matters here. We intentionally protect focus time so meaningful work can actually get done.
High standards, no agency ego: We care deeply about quality, collaboration, and doing the work right. The best idea wins.
Intentional time together: While we are remote-first, we make time to connect through off-sites, retreats, happy hours, lunch and learns, and holiday events.
Bonus programs that reward impact: We value contributions and recognize great work through comprehensive bonus programs tied to growth and performance.
Growth that’s intentional: We offer development plans, regular performance check-ins, and support for skills training, courses, conferences, and industry events so you always know where you stand and how you can continue to grow.
A commitment to giving back: We partner with Bread & Beyond to support people experiencing or at risk of homelessness, and we empower our team to contribute to meaningful causes.
The responsibilities
Agency strategy and business growth
Work closely with the Managing Director to plan and develop corporate strategy.
Advise on agency structure and ensure capacity to serve client needs.
Set and manage sales and account growth targets for Account Managers in partnership with the Managing Director, and run regular pipeline reviews to keep opportunities moving.
Coach Account Managers through discovery, proposals and closing, and help them build long-term relationships with key stakeholders and existing clients.
Support client contract renewals while striving to accelerate and encourage both client and company growth and success.
Client strategy and pitch support
Assist in pitches and proposals by leading brainstorming sessions, shaping insights and overseeing execution alongside Account Managers.
Triage inquiries received through the company’s info email account, routing new leads to Account Managers and escalating where needed.
Account oversight, production, and financial management
Oversee project progress at a high level by identifying risks or misalignments across teams, and support the resolution of production or account-related issues when escalated by the team.
Monitor production and collaborate with the production team to manage workflow, schedules, and quality.
Develop and implement a year-end strategy to ensure all billable client work is completed and closed before the holiday break, in collaboration with Account Managers and the production team.
Oversee expenditures, financial goals, and budgets on a project level, including managing monthly billing and related processes.
Manage escalations and resolve them effectively.
Team leadership, performance, and HR
Collaborate with, coordinate, and oversee a team of Account Managers and production staff. You will be their main point of contact on a day-to-day basis, including holding monthly one-on-one meetings to provide support and ensure accountability.
Perform regular check-ins with team members to monitor progress, address concerns, ensure accurate time tracking, and conduct performance reviews, while motivating the team to deliver exceptional work and exceed expectations.
Organize job training for team members to achieve business objectives.
Participate in the hiring process, including conducting interviews, onboarding, adding team members to internal systems (e.g. Slack, billing systems), and providing training to ensure new hires are set up for success.
Oversee salary increases and ensure they align with performance and company standards.
Keep detailed notes on team members for better support and management.
Handle HR tasks, such as tracking sick days, vacations, birthdays, and start dates.
Run monthly call reviews with each Account Manager, reviewing one strong and one challenging call and providing coaching.
Balance workload across pods and ensure every client has an alternate point of contact.
Mentor and develop the Account Coordinator toward an Account Manager role.
The requirements
5+ years of experience in a client service role, preferably in an agency.
Solid understanding of agencies and creative processes.
Ability to inspire world-class creative.
Track record of building strong long-term client relationships.
Experienced people manager, demonstrating strong mentoring abilities.
Ability to design and deliver presentations with a creative flare.
Strategic, collaborative and progressive mindset.
Experience leading delivery in a digital or ecommerce agency (Shopify experience a strong asset).
Experience coaching client-facing teams to hit sales and account growth targets.
Comfortable managing a team of 10+ across account, design and development.
Bilingual (English and French) is a strong asset.
