VP, Account Management

Building a Brand starts with a Story

FIRST is a leading global brand experience agency providing Content, Creative, Digital Technology, Management & Delivery, and Data & Insights services. For 30 years, we have utilized three flexible delivery models: Embedded teams, Corporate Campus operations, and a Full-Service Agency.

Managing over 37,000 events & projects annually across 110 countries, FIRST serves 130+ brands, specializing in Fortune 500 companies within the Financial Services, Technology, Healthcare, Media, and Professional Services sectors. FIRST is part of the broader Encore family of companies. Encore is a global leader in event production and technology.

Consistently recognized for excellence, recent honors include 2026 Chief Marketer Agency of the Year, the Ad Net Zero Award for sustainability, and more. 

Learn more at www.firstagency.com

What You Would Get To Do

The VP, Client Account Management is responsible for overseeing a team of Account Owners who are responsible for fostering long-term client partnerships and generating growth within their portfolio of client accounts. They will ensure a seamless client experience and continuously execute the growth and engagement strategy for  each client to ensure they meet their goals. This individual will work collaboratively and provide leadership across teams to identify opportunities for service expansion, to develop innovative solutions, elevate service offerings, and build and ensure the team maintains strong client relationships that directly contribute to the bottom line and the company’s continued growth and success.

Your Contributions  

• Partner with cross-functional leaders and team members to align client account plans with organizational objectives.
• A senior escalation points for top tier clients to ensure retention and growth.
• Responsible for the development and execution of account plans to maximize value to the client, achieve sales targets and increase revenue.
• Proactively identify and address client needs and concerns.
• Ensure account teams work in a consultative approach with clients understanding their business needs and objectives, while ensuring a high-quality client experience.
• Conduct regular business reviews with clients to assess performance and identify opportunities for improvement.
• Anticipate industry trends and adapt accordingly.
• Accountable for continued revenue, gross profit and net contribution growth targets. 
• Develop rolling 3 year strategies and account plans for Top Tier clients to exceed targets and drive growth.
• Drive team to Identify and pursue new business and growth opportunities within the existing and new client portfolio
• Ability to negotiate and close complex deals.
• Serve as a subject matter expert for CRM system (ie Salesforce) within the Client Services team. 
• Collaborate with business partners and internal stakeholders to ensure  data and reporting accuracy.
• Responsible for timely and accurate reporting.
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Proactively ensure the team is timely and compliant with client data, intel and insights to effectively inform term forecasting and business planning.
• Lead, develop and inspire a high performing, fit for purpose team of client services professionals, embodying ACE IT values.
• Lead and influence client services and account teams in effectively leveraging engagement strategies.
• Provide ongoing coaching, mentorship, and performance feedback to team members.
• Foster a positive and collaborative team culture, promoting accountability and ownership. 

What We Are Looking For 

Please be aware that we know experience does not always look like we describe it. If you believe you would be an excellent fit for this role, please apply - we would love to see how you could fit at FIRST. 

• 15+ years overall experience with a minimum 10+ years in a senior client services role preferably in an agency or corporate environment.
• Strong growth mind set with extensive business development experience
• Demonstrated management experience with international team members
• Extensive experience leading cross-functional teams and driving efficiency
• Proven success in managing senior clients and large-scale client implementations
• Excellent proficiency with Microsoft Office including Excel
• Extensive proficiency with Google Suite
• Strong proficiency with client strategy and business development 
• Familiarity with pricing models, financial oversight, and risk management strategies
• Expert communication skills, both written and oral at all levels
• Highly collaborative and open mindset
• Strong ability to work within matrixed and gray organizations 
• Excellent client and stakeholder management skills with the ability to influence and lead by example, fostering a positive environment
• Client centric, approachable, with the ability to adapt to ever changing demands and different client work styles
• Personable, confident and authentic – able to deliver useful advice even when it means disagreeing with a client 
• Ability to prioritize while adhering to critical project timelines in a fast-paced environment 
• Motivated, self-starter, ability to take direction and work independently, and think strategically

At FIRST, we believe that our success is driven by the passion, creativity, and commitment of our teams. That's why we offer a range of benefits and perks to support your personal and professional growth

• Medical, Dental & Vision which includes the option of a high-deductible health plan (HDHP) with a health savings account (HSA)
• 401 (k) 
• Five Flexible Spending Accounts Options
• Generous Paid Time Off Allowance
• Employee Assistance Program (EAP)
• Life, Disability & Pet Coverages
• Wellness Stipend
• Complimentary access to Headspace, Teladoc, Maven, Rocket Lawyer, Mobilo & more
• Aura Identity Theft Protection
• Discretionary Bonus Structure
• Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.

United States Residents: The base pay for this position ranges from $159,000-$183,000. This role is also eligible for an annual discretionary bonus.

#LI-Hybrid  #LI- FG1

FIRST is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. FIRST is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We stand firm: FIRST will not tolerate discrimination or harassment based on any of these characteristics. If any candidate feels that they are unable to meet the requirements of the role, please get in touch to discuss adjustments or other suitable roles.