Senior Account Manager

As a Senior Account Manager, you’ll serve as the primary day-to-day client partner for one of Kobie’s key enterprise accounts, leading client operations across loyalty strategy, gamification, and technology platform initiatives. You will work closely with Strategy, Decision Sciences, Creative, CRM, Product, Technology, and other cross-functional teams to ensure a seamless client experience across Kobie’s work. Success in this role requires strong client leadership, operational excellence, strategic curiosity, and the technical aptitude to connect business needs to loyalty platform capabilities.

• Serve as the primary day-to-day client partner and operational lead, maintaining proactive communication while managing priorities, timelines, dependencies, risks and client communications across Kobie workstreams to ensure a connected client experience and high-quality, on-time delivery.
• Deliver cross-functional insights, recommendations, thought leadership and feedback as a trusted advisor with a deep understanding of the client’s business, loyalty program, priorities and goals.
• Own the Client Services planning cadence, including near-term priorities, 90-day planning, regular client touchpoints, executive check-ins and EBRs, ensuring priorities and roadmaps remain aligned across Kobie and the client.
• Prepare and publish advance meeting agendas, follow-up contact reports, client presentations, weekly client updates, and other client communications and correspondence.
• Develop, manage and operationalize account plans and strategic and technical roadmaps across loyalty strategy, gamification and Kobie’s technology platform.
• Partner closely with the Sr. Account Manager leading CRM to maintain alignment across the broader client relationship, connecting priorities, dependencies and opportunities across workstreams while maintaining clear ownership of day-to-day client operations for assigned areas.
• Lead coordination for gamification initiatives from concept through launch, partnering with Strategy, Creative, Development, QA and other teams to translate client objectives into engaging experiences delivered on time and within scope.
• Develop a strong understanding of Kobie’s loyalty technology platform, capabilities and roadmap to help connect client business needs to existing functionality, identify opportunities for optimization, and coordinate requests requiring Product or Technology support.
• Partner with Strategy and Decision Sciences to translate loyalty insights and client objectives into actionable recommendations across member engagement, gamification, program optimization and platform utilization.
• Manage client requests, scope changes, risks and issues through resolution, coordinating with Technology Operations and other cross-functional teams while maintaining clear, timely client communication on status, impact and next steps.
• Proactively identify project risks, dependencies and delivery challenges, driving timely resolution to maintain client confidence and delivery excellence.
• Own project estimates, timelines, and resource plans to ensure work is completed on time, within scope and with a high degree of excellence.
• Support the financial health of the account through resource allocation, revenue and margin forecasting, invoicing, program profitability and identification of account growth opportunities.