Account Director

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Manage a portfolio of valuable enterprise accounts to guarantee satisfaction, retention, and growth in long-term partnerships.

• Communicate specification changes, IT challenges, and strategic projects to IT and Change Management via Salesforce, adhering to the Salesforce Queue Policy.

• Supervise IT projects and enhancements across Salesforce, additional ticketing platforms, and Target Process; oversee timelines, ETAs, and communications.

• Facilitate cross-functional collaboration among IT, Operations, Client Services, Product, and Compliance teams.

• Collaborate with Client Services leadership to ensure program effectiveness, resolve issues, and relay account updates.

• Conduct executive-level discussions regarding program health, best practices, product innovations, performance metrics, and strategic initiatives.

• Offer client-specific guidance and training for both new and existing Customer Service Representatives (CSRs).

• Execute annual account evaluations, including specification audits, enhancement suggestions, proposals, year-over-year assessments, SLA evaluations, and contract compliance reviews.

• Create and present Quarterly Business Review reports featuring performance metrics, business insights, initiatives, and industry trends.

• Upload QBR documents and notes to Salesforce and the Wiki.

• Ensure accurate and comprehensive account documentation is maintained in the Wiki.

• Identify and pursue upsell and cross-sell opportunities.

• Track SLAs, uphold contractual obligations, and implement remediation strategies.

• Generate monthly and other necessary reports.

• Lead contract renewal processes with internal stakeholders regarding pricing, scope, and terms.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A Bachelor’s degree is preferred.

• 7 to 10 years of progressive experience in account management or similar strategic client-facing roles is required.

• Experience in the healthcare sector is strongly preferred.

• Proven track record in managing enterprise-level or highly complex client relationships.

• Demonstrated aptitude for effective communication, presentation, and influence with executive audiences.

• Experience in providing consultative, client-focused solutions that meet evolving business needs.

• Proven capability to juggle multiple high-impact projects simultaneously while maintaining a keen attention to detail.

• Outstanding listening, documentation, and executive presentation skills.

• Exceptional verbal and written communication abilities.

• Self-motivated, results-oriented, and highly accountable.

• Strong relationship-building abilities characterized by integrity, reliability, and professional maturity.

• Ability to prioritize and manage competing demands effectively.

• Strong critical thinking and problem-solving skills.

• Excellent time and project management skills with strict adherence to deadlines.

• Proficiency in Microsoft Office Suite, Google Apps, Salesforce, and help desk or project tracking software.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and retirement plans.

• Opportunities for professional development and career advancement.

• A dynamic work environment that fosters collaboration and innovation.