EVP, Client Partnerships (Agency Head of Account Management)

The EVP, Client Partnerships will champion a unified, best-in-class client experience across Mod Op’s diverse strategic business units. This senior executive will drive consistent, strategic, client-first service delivery across full-service, digital, B2B, and B2C teams.  As Mod Op evolves into a truly integrated agency under the “One Mod Op” model, the EVP will align account and project management teams under a unified, client-first vision, providing the clarity, consistency, and leadership needed to deliver exceptional client outcomes that drive growth, retention, and profitability.  Essential Functions Client Experience Strategy & Leadership   Define and implement a scalable, client-first strategy that balances consistency across SBUs with flexibility for client needs.  Champion a unified “One Mod Op” vision that delivers seamless, integrated solutions.  Lead, evolve, and standardize Account Management (AM) and Project Management (PM) functions with clear roles, KPIs, onboarding, and training.  Cross-SBU Growth & Collaboration   Break down silos and incentivize cross-selling of integrated solutions.   Align pricing, scoping, and delivery to support multi-service engagements.   Partner with SBU and Growth leaders to align goals and metrics with overall revenue and client satisfaction targets.   Drive shared purpose among previously siloed teams to deliver integrated, client-first solutions.  Team Leadership & Development  Build and lead a high-performing Client Services organization spanning Account Managers, Client Success leaders, and Project Managers.  Lead the transition from fragmented, SBU-specific teams to a unified Client Services group with shared standards and culture.  Recruit, develop, and retain top talent with consultative selling, strategic client leadership, and strong business acumen.  Implement onboarding, training, and performance management programs that promote consistency, accountability, and growth.  Operational Excellence   Design and roll out unified processes and systems for managing the entire client lifecycle—from lead to close to delivery.  Standardize tools, processes, and reporting to reduce duplication, errors, and forecasting gaps.  Collaborate with Growth, Finance, and Technology teams to ensure systems enable client-first goals.  Client Feedback & Continuous Improvement   Establish structured client feedback programs, including NPS, win/loss interviews, and leadership check-ins.   Use client feedback to inform service development, training, pricing, and operational improvements.   Regularly share insights and recommendations with Executive Leadership.   Develop a strategic plan for Client Partnerships to drive cross-selling of Mod Op’s full suite of services (creative, technology, media, events).   Recruit, structure, and lead a senior account and project management team capable of managing complex, multi-channel client relationships.   Establish operational processes, reporting, and KPIs to manage SBU performance and client outcomes.  Key Goals / Success Measures   Consistent, high-quality client experience across SBUs   Improved client satisfaction scores (NPS, retention)   Increased cross-SBU revenue and multi-service adoption   Significant organic growth through better cross-selling and consultative client leadership   Successful unification of disparate SBU teams into an aligned, client-first Client Services organization   Reduced operational inefficiencies and duplicative work  Strong employee satisfaction and retention in AM and PM roles  Aligned, client-first growth processes and systems  Requirements Required Experience & Expertise  15+ years of senior account leadership at a large, growing agency, with success in entrepreneurial environments.  Proven ability to lead cross-functional teams spanning digital, traditional, B2B, and B2C service lines.  Experience leading client service organizations of 40+ people, ideally spanning multiple service lines or business units.  Track record of growing key accounts, driving cross-sell/upsell, and improving client retention.  Experience unifying AM and PM functions under consistent, scalable client experience frameworks.  Experience building or leading a PMO is a strong plus, with the ability to align project and account management practices.  Demonstrated skill in building and maintaining executive-level client relationships with industry gravitas and trust.  Adept at navigating and uniting strong, diverse personalities toward shared goals.  Comfortable driving change in complex, matrixed agency environments.  Leadership Style  Empowers teams with clear roles, goals, and accountability.  Skilled at unifying diverse teams into a high-performing, client-focused organization.  Capable of building alignment and buy-in across business units.  Hands-on leader who is both strategic and operationally savvy.  Skills & Competencies  Exceptional communication and stakeholder management  Expertise in consultative selling and growth strategy  Deep understanding of client lifecycle, account management, and project management best practices  Change management experience, especially in complex or acquisitive environments  Strong financial acumen to manage budgets, pricing, and profitability  Travel  Depending on location, this position requires up to 15-20% travel to other offices.  Benefits Health, dental and vision benefits 401k plus matching Life Insurance Generous time off plus December holiday closure When asked what they love about working at Mod Op, we hear: “I feel I can be myself at work and it’s fun!” -MV “The caliber of the clients/brands we work with, knowing your work is seen by thousands of people, in many cases across the world.” -JC “We actually create videogames!” -AC “We have an all-star team, and it’s like playing in the pro-bowl every day!” -MW “Opportunities to always learn from and work with the best and the brightest.” HW “Mentors and opportunities for growth.” -KB   Mod Op believes in teamwork, client collaboration, powerful storytelling, stunning design and thoughtful problem-solving. Our clients represent a breadth of industries, and every project presents new and interesting challenges. We would love for you to join us! Mod Op, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.