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 the growth of long-term partnerships.

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

• Supervise IT projects and enhancements within Salesforce and other ticketing systems, as well as Target Process; oversee timelines, ETAs, and communications.

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

• Collaborate with Client Services leadership to ensure program success, resolve issues, and communicate changes regarding accounts.

• Schedule and lead executive-level discussions focusing on program health, best practices, product innovation, performance metrics, and strategic initiatives.

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

• Conduct annual account reviews that include audits of specifications, recommendations for enhancements, proposals, year-over-year analysis, SLA evaluations, and assessments of contract adherence.

• Prepare and deliver presentations for Quarterly Business Reviews featuring performance data, business insights, pending initiatives, and industry trends.

• Upload QBR documents and notes to Salesforce and the Wiki for record-keeping.

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

• Identify and pursue upselling and cross-selling opportunities.

• Monitor SLAs to ensure that contractual commitments are fulfilled, and manage remediation plans as necessary.

• Generate monthly and other required reports.

• Lead contract renewal cycles in collaboration with internal stakeholders regarding pricing, scope, and terms.

• Perform additional duties as assigned.

⛳️ Requirements

• A 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 roles is required.

• Experience in the healthcare sector is strongly preferred.

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

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

• Experience in delivering consultative, client-focused solutions that meet changing business needs.

• Proven ability to manage multiple high-impact projects simultaneously, with a strong focus on detail.

• Excellent listening, documentation, and executive presentation abilities.

• Exceptional verbal and written communication skills.

• 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 abilities, with strict adherence to deadlines.

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

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible working arrangements.

• A dynamic and inclusive work environment.