Director, Account Services

About the role

Want to be a bswifter? At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! ABOUT US: bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. Our mission is to simplify the complex world of employee benefits and deliver exceptional service to our clients. We are looking for a talented and experienced individual to join our Engagement Solutions team as the Director, Account Services. bswift Engagement Solutions is our communication agency, a team of more than 50 strategists, writers, designers, researchers and communication experts who help HR, benefits and internal communications leaders create communication employees actually notice, understand and act on. We support annual enrollment, year-round benefits engagement, total rewards, benefits education and workforce communication, taking clients from research and strategy through creative development and multichannel execution. Our work has earned recognition including Gold Hermes Creative Awards, and our account management team is the engine behind it. They are the people who keep complex, high-stakes client campaigns moving on time and on point. WHAT YOU’LL DO The Director, Account Services leads the account management function within the bswift Communication Agency. This is a newly created role, built to bring structure, consistency and strategic leadership to a team that sits at the center of how our clients experience bswift. Reporting to the Vice President, Engagement Solutions, you will lead and develop a team of account managers, own the standards and processes by which client work moves through the agency, and serve as the team’s strongest advocate. You will partner closely with the Senior Directors, Communication and collaborate with our Creative and Operations teams to ensure account managers are set up to deliver exceptional, on-time work. We are looking for a leader who is energized by building something. You will inherit a talented team and a real opportunity to move the function from tactical execution toward proactive, strategic partnership — refining workflows, getting more out of the tools we already have, and staying at the forefront of how AI can make project management smarter and faster. WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions): Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Team leadership and development Lead, coach and develop a team of six account managers, including regular one-on-ones, goal setting, performance reviews and career development planning Hire, onboard and train new account managers, building ramp plans that bring new team members to full productivity quickly Serve as a visible advocate for the account management team — surfacing capacity concerns, removing roadblocks and ensuring the team has the tools, information and support needed to do their jobs well Balance workload and resourcing across the team, matching account manager capacity and strengths to client needs Establish clear expectations, competency standards and career paths for the account management function Build a culture of accountability, collaboration and continuous improvement Client and account oversight Own the overall health of the agency’s client relationships from an account management standpoint, ensuring consistency and quality across all accounts Directly manage a small volume of high visibility and revenue accounts within the business, implementing account and project management best practices and leading the team through the day to day. Set and enforce best practices for client management, including communication cadence, status reporting, escalation paths and documentation standards Step in on complex, high-visibility or at-risk accounts to provide senior-level support, issue resolution and direct client engagement Partner with the Senior Directors of Communication to align account management support with client strategy and consulting priorities Identify opportunities to strengthen and expand client relationships, partnering with consulting leads to execute Represent the account management perspective in client planning, renewal and new business conversations as needed Project management, process and operations Own and continuously refine the agency’s project management standards, intake processes and workflows Ensure projects across the team are scoped, scheduled, resourced and delivered on time and within budget Maximize the capability of the agency’s project management platform (including Monday.com), driving consistent adoption, meaningful reporting and automation wherever possible Establish clear visibility into team capacity, project status and delivery metrics, and report on them to leadership Partner with Creative and Operations to streamline handoffs, reduce rework and eliminate low-value manual steps Move the function from reactive and tactical toward proactive and strategic by anticipating client needs and building repeatable approaches Innovation and AI enablement Stay at the forefront of AI and emerging tools in project and account management, identifying, piloting and scaling the applications that improve speed, quality and consistency Bring new ideas to how the agency works, building the business case and leading change management for adoption Champion continuous improvement, using team feedback and delivery data to prioritize the changes that matter most Cross-functional collaboration Report to the Vice President, Engagement Solutions, providing regular updates on team performance, capacity, risks and opportunities Collaborate with the Creative, Operations, Consulting, Client Service and Implementation teams to ensure coordination, visibility and knowledge sharing on behalf of clients Serve as a connective point between account management and the broader bswift organization WHAT YOU NEED TO SUCCEED (Required Education and Experience): Ten or more years of experience in project management, account management or client services, including at least two to three years directly managing and developing people Demonstrated success leading teams that deliver complex, multi-stakeholder client projects on time and within budget Deep knowledge of client management best practices, with the judgment to know when to standardize and when to flex Proven ability to design and implement processes and workflows that measurably improve efficiency and quality Hands-on experience with workflow and project management platforms such as Monday.com, including building boards, automations and reporting Exceptional written and verbal communication skills, with the presence to engage senior client stakeholders and internal executives Excellent organizational skills, attention to detail and problem-solving skills Demonstrated ability to advocate for a team while holding it to a high standard Strong time management skills with a proven ability to meet deadlines across multiple accounts and competing priorities Ability to function well in a fast-paced and at times high-pressure environment Proficiency with the Microsoft suite, including Outlook, Word, PowerPoint, Excel and Teams Bachelor’s degree or equivalent practical experience NICE TO HAVE (Preferred education and experience): Bachelor’s degree in Marketing, Communications, Advertising, Journalism, English or Business Experience in employee benefits, HR communication or employee engagement Prior agency or consulting experience, preferably in a leadership capacity Practical experience applying AI tools to project management, content workflows or team productivity Experience standing up or maturing an account management or client services function, including processes, templates and standards Experience managing print and digital vendor relationships, and working in SharePoint Familiarity with benefits administration technology or the broader benefits ecosystem OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Why Join bswift? At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions. Benefits of Working at bswift: Comprehensive Health Benefits : Access to health, dental, and vision plans to support your wellness and that of your family. Competitive Compensation : A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles. Remote first, Office friendly environment! No time to commute? No problem! Retirement Savings Plans : Options to help you plan for a secure financial future with employer-sponsored retirement savings programs. 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