Account Director

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

📋 Description

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

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

• Oversee and track IT projects and enhancements within Salesforce, additional ticketing platforms, and Target Process.

• Manage project timelines, estimated time of arrival (ETAs), and maintain communication with internal teams and client stakeholders.

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

• Collaborate with Client Services leadership to ensure the success of programs, address concerns, and communicate modifications to accounts.

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

• Provide tailored guidance and training to new and existing Client Service Representatives (CSRs).

• Perform annual account reviews, which include specification audits, enhancement suggestions, proposals, year-over-year analysis, SLA assessments, and contract compliance evaluations.

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

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

• Maintain thorough and accurate account documentation in the Wiki.

• Identify and execute opportunities for upselling and cross-selling.

• Monitor SLAs and contractual obligations while driving remediation plans.

• Prepare monthly reports and any other required documentation.

• Lead the contract renewal process in collaboration with internal stakeholders.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Bachelor’s degree is preferred.

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

• Experience in the healthcare sector is strongly preferred.

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

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

• Experience in delivering consultative, client-focused solutions that adapt to evolving business needs.

• Proven capability to handle multiple high-impact projects simultaneously with a strong attention to detail.

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

• Exceptional verbal and written communication abilities.

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

• Strong relationship-building skills 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 capabilities with strict adherence to deadlines.

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

• Ability to communicate clearly and consistently exchange accurate information.

• Capability to occasionally lift objects weighing up to 10 lbs.

🏝️ Benefits

• Option for remote work.

• Professional office environment.

• General office equipment provided for use.