Account Director

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

📋 Description

• Manage a portfolio of high-value enterprise accounts to ensure client satisfaction, retention, and growth in long-term partnerships.

• Present changes in specifications, IT challenges, and strategic initiatives to IT and Change Management using Salesforce, adhering to the Salesforce Queue Policy.

• Supervise IT projects and enhancements in Salesforce, along with other ticketing systems 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 guarantee program success, resolve issues, and relay account modifications.

• Organize and conduct executive-level discussions focused on program health, best practices, product innovations, performance metrics, and strategic projects.

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

• Perform annual account evaluations, including specification audits, recommendations for enhancements, proposals, year-over-year assessments, SLA evaluations, and contract adherence reviews.

• Prepare and present Quarterly Business Review (QBR) presentations.

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

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

• Identify and pursue upsell and cross-sell opportunities.

• Monitor Service Level Agreements (SLAs), confirm compliance with contractual obligations, and implement remediation plans.

• Compile monthly reports and other necessary documentation.

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

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• High School Diploma or equivalent is required.

• A Bachelor’s degree is preferred.

• 7–10 years of progressive experience in account management or related strategic client-facing positions is required.

• Experience in the healthcare sector is highly preferred.

• Demonstrated experience managing enterprise-level or complex client relationships.

• Proven ability to communicate, present, and influence effectively with executive audiences.

• Experience in delivering consultative, client-focused solutions that meet evolving business demands.

• Established ability to manage multiple high-impact projects concurrently with a keen attention to detail.

• Excellent skills in listening, documentation, and executive presentations.

• Outstanding verbal and written communication abilities.

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

• Strong relationship-building capabilities with integrity, reliability, and professional maturity.

• Ability to prioritize effectively and manage competing demands.

• Strong critical thinking and problem-solving skills.

• Exceptional time and project management abilities with strict adherence to deadlines.

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

🏝️ Benefits

• Comprehensive health insurance plans.

• Retirement savings plan with company matching.

• Generous paid time off and holiday policies.

• Opportunities for professional development and growth.

• Flexible work arrangements to support work-life balance.