Managing Director

The Managing Director  is a strategic leadership role responsible for managing a portfolio of association clients while also leading the development and execution of a new service division dedicated to servicing clients that fit outside of AMC’s Ideal Client Profile (ICP). Reporting directly to the Chief Client Officer (CCO), this senior-level leader will oversee client satisfaction, portfolio-level growth, and operational excellence, with full P&L responsibility and deep involvement in the Association Management ecosystem.

A key part of this role is building and scaling the new service model, incorporating lessons from acquired AMCs, driving pricing and operational strategy, and helping us expand our market reach with cost-effective, high-impact offerings.

Key Responsibilities

Portfolio Leadership, Staff Retention & Client Success

• Lead a portfolio of strategic association clients.
• Ensure high levels of client satisfaction, relationship depth, and retention, in line with KPIs and performance targets set by the CCO.
• Execute relationship mapping and build multi-level client engagement across accounts to mitigate risk and reduce dependency on single individuals.
• Proactively lead strategic planning, quarterly business reviews, and growth/renewal conversations.
• Implement systems and processes to ensure high staff retention within the portfolio.

New Division Development

• Serve as the operational and strategic lead for our emerging service model tailored to organizations outside our ICP, translating the outlined plan into a scalable, client-ready offering.
• Develop, launch, and iterate on tiered pricing models, bundled services, and an ideal client profile to ensure affordability and margin alignment.
• Integrate best practices and operational efficiencies from acquired AMCs, aligning with future AMCI accreditation standards.
• Work cross-functionally with marketing, finance, IR, etc., and delivery teams to ensure successful go-to-market and service execution.
• Continuously evaluate resource needs, tech stack, and structural fit to ensure lean scalability without excess overhead.

P&L Ownership & Operational Execution

• Own full financial performance of assigned portfolio, including revenue, margin, and efficiency targets.
• Partner with internal delivery teams to ensure client KPIs (timelines, reporting, event management, etc.) are consistently met.
• Support client health programs and closed-loop reporting by analyzing Net Promoter Score (NPS), risk scores, and engagement metrics—then translating insights into action.

Team Development & Leadership

• Manage, coach, and develop portfolio-level client managers or account executives.
• Instill a high-performance culture focused on proactive service, client impact, and professional development.
• Collaborate with the CCO to shape and implement what “great” looks like in client success roles and succession planning.

Key Success Metrics

Client Satisfaction & Retention

• Net Promoter Score (NPS): Maintain or improve portfolio NPS above company benchmark.
• Client Retention: Achieve a retention rate of 95%+, with zero unplanned terminations due to service or relationship issues.

Portfolio & Division Performance

• Revenue & Margin Targets: Meet or exceed annual portfolio revenue and gross margin goals.
• Contract Expansions: Deliver X% annual growth through upsells, renewals, or expanded scope.
• Division Launch: Complete launch milestones (pricing model, service design, GTM plan) within defined timeframe.

Relationship Depth & Risk Mitigation

• Multi-Point Engagement: Ensure 100% of clients have 2+ active contacts within organization.
• Risk Score Reduction: Track and reduce average client risk score across your portfolio quarter-over-quarter.

Operational Excellence

• KPI Compliance: Ensure 100% compliance with key client delivery milestones (e.g., reporting, event timelines, financial close).
• Feedback Loop Completion: Resolve 100% of client concerns with documented action plans.

Team & Talent Development

• Team Performance: 100% of direct reports meet quarterly performance expectations.
• Coaching & Development: All team members have annual professional development goals and plans.
• Engagement: Maintain high team engagement and low turnover across client-facing roles.