Strategic Account Director, Crafty
Client Success
$155-180k
OTE
3 days a week in office
Food and drink management platform for offices
Open for applications
Food and drink management platform for offices
201-500 employees
Open for applications
$155-180k
OTE
3 days a week in office
201-500 employees
Company mission
To have a positive impact on everyone we work with: our clients, employees, partners, and community.
Role
Who you are
- 7+ years of experience in client success and / or account management — with a track record of managing complex, high-value accounts
- 2+ years in a project management or consulting role, or equivalent experience
- Experience working cross-functionally to drive client outcomes that align with company goals
- Food & beverage industry experience preferred, but not required
- Strong analytical skills with the ability to trend data and provide data-backed insights and recommendations
- Proven track record of leading strategic initiatives that accelerate company or organizational goals
- Bachelor's degree in Business, Operations, or related field (preferred but not required)
- Proficiency in Google Suite, Microsoft Suite, HubSpot, and Notion
- Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply
What the job involves
- Crafty is seeking a seasoned Strategic Account Director (SAD), a key role focused on managing and expanding strategic client relationships, driving revenue growth, and fostering long-term partnerships. This role requires a deep understanding of clients' businesses, industry trends, and organizational objectives to deliver tailored solutions that align with the clients needs, while advancing the company’s strategic goals
- This is a hybrid role (three days per week at our HQ in New York City, NY), will report to the Director of Client Experience, and may have up to 25% travel
- Client Success & Growth: Develop strategies to elevate client satisfaction, driving engagement, retention, and account growth. Align client outcomes with company objectives for mutual success
- Strategic Engagement: Develop and execute strategic plans to address client pain points and continuously evolve client programs across all Logos and Locations within your portfolio
- Proactive Service Delivery: Provide exceptional client service, including proactive communication, timely response to requests, and effective collaboration with cross functional teams
- Agility & Adaptation: Navigate shifting priorities with ease, ensuring we remain focused on delivering strategic value to the client and Crafty
- Execution Excellence: Translate strategic plans into actionable initiatives, driving continuous improvement and innovation in client engagements
- Active Listening: You're a master of active listening, empathy, and cultural sensitivity to foster deep connections
- Clarity & Influence: Communicate complex strategies succinctly, ensuring alignment and understanding among clients and internal stakeholders
- Conflict Management: Resolve challenges with diplomacy, turning conflicts into collaborative solutions and strengthened client relationships
- Comprehensive Oversight: Lead complex client programs, ensuring alignment with business objectives and exceeding client expectations
- Cross-Functional Collaboration: Unite diverse teams to innovate and deliver enhanced client experiences and tailored solutions
- Proactive Engagement: Maintain transparency on project progress and swiftly address challenges, ensuring seamless execution and client satisfaction
- Continuous Improvement: Partner with internal teams to refine and evolve service offerings
- Data-Driven Decisions: Leverage analytics within Tableau and HubSpot to measure success and drive data-informed strategies for client growth and retention
- Performance Management: Using HubSpot and implementation tools such as Notion, monitor key performance indicators and adjust tactics to optimize profitability and client outcomes
- Growth Optimization: Identify opportunities for expansion and upselling, driving revenue growth in alignment with business targets
- Goal #1: Achieve 93% Client Dollar Retention
- By EOY, achieve 93% client dollar retention across the strategic portfolio by developing and executing account-specific retention strategies, leading executive-level client relationships, and resolving complex issues before they escalate — measured by YTD dollar retention rate reviewed monthly via Tableau
- Goal #2: Achieve 20% YoY GMV Growth Within Your Portfolio
- By EOY, contribute to 20% YoY GMV growth by identifying expansion and upsell opportunities within the existing client base and driving revenue in alignment with business targets — measured by YoY GMV growth percentage reviewed quarterly via HubSpot
- Goal #3: Drive Market Profit Growth
- By EOY, drive market profit growth by owning client opportunity through expansion, upsell, and budget growth across the strategic portfolio — measured by expansion revenue, upsell revenue, and budget growth reviewed quarterly
- Goal #4 (AI): Drive Operational Efficiency
- By EOY, drive operational efficiency by identifying and implementing AI-enabled tools to streamline client reporting, strategic communications, and program management — measured by tools adopted and hours saved on administrative tasks reviewed quarterly
Our take
Crafty aims to put that awkward chat as you make coffee in the office kitchen a thing of the past, with its platform to spice up and manage your office food and drink supplies.
At its core, the idea is simple. Crafty delivers all your food and drink to all your offices, and puts your budgets and data for everything in one place. A simple, but surprisingly unique idea. Where it excels, however, is in its range of kitchen-related services on the platform. The platform adapts to remote and hybrid working models, with food boxes for at-home employees or ‘Crafty Credit’ for the WFH-ers to order supplies for themselves. Need to cater a lunch? Crafty links you up with local suppliers. It even offers to set up and run a mini coffee shop station inside your office.
Crafty has cornered a gap in the market, particularly with its provisions for the burgeoning number of businesses adopting remote or hybrid working. It’s made clients of companies like PayPal, Yelp, and Duolingo, and its 2024 fundraising is focused on accelerating platform development and market penetration.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2024
$8.7m
EARLY VC
Apr 2022
$10m
SERIES A
Total funding: $23.4m
Company benefits
- Healthcare plan to cover health, dental, and vision plans
- 401k
- Paid time off
- Equipment certification courses
- Parental leave
- And, it goes without saying, but snacks, beverages, and fun Crafty events are a part of that!
Company HQ
Chicago Loop, Chicago, IL
Leadership
Nathan Rosenstock
(Co-Founder & CEO)Former Management Consultant at McKinsey.
Chris Ritter
(Co-Founder & COO)Previously a Soccer Player, and worked as Technical Committee and Player Advisor at FIFPro.
Jimmy Paul
(Co-Founder & CTO)Formerly Lead Software Engineer at Yello.co and Co-director of Arts & Craft Beer.
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