Director, Account Management

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

📋 Description

• Design and execute a scalable operating model for Account Management that encompasses role structure, account segmentation, career tiering, governance processes, and quantifiable performance expectations.

• Ensure that Account Managers acquire a comprehensive understanding of client business needs, operational priorities, growth goals, and market challenges, positioning PDMI as a strategic partner.

• Transition client engagement from mere transactional reporting and raw data delivery to a consultative partnership focused on insights that yield measurable business value and strategic impact.

• Guarantee that Account Managers comprehend and effectively manage PDMI’s operational, technical, product, implementation, support, and service functions to provide a cohesive and consistent client experience.

• Foster a culture of ownership, accountability, strategic thinking, and proactive client leadership through the implementation of clear expectations, measurable standards, coaching frameworks, and consistent performance management practices.

• Lead executive-level client engagement strategies that enhance long-term partnerships and align PDMI solutions with the evolving business objectives of clients.

• Create and standardize processes for client relationship management, including contracts, quarterly business reviews, renewals, service agreements, and overall account governance to ensure consistency and reduce churn.

• Collaborate with the Director of Enterprise Client Engagement to ensure Account Managers receive the necessary support for escalated or recurring client issues, guaranteeing timely resolution and alignment among internal teams.

• Serve as an advocate for clients internally and work cross-functionally with Product, IT, and Operations to enhance delivery, improve client experience, and align on priorities.

• Utilize data and insights to track account health, anticipate risks, inform decision-making, and regularly report to leadership on performance and opportunities.

• Ensure alignment across internal teams by communicating client objectives, priorities, and opportunities to support growth and enhance overall client outcomes.

• Maintain a strong understanding of PDMI products, services, and enhancements to effectively support clients and guide the team.

⛳️ Requirements

• Bachelor’s degree in business, communications, healthcare administration, or a related field is required.

• An advanced degree (e.g., MBA, MHA, or similar) is preferred.

• A minimum of 8 years in account management or customer success, preferably in a healthcare IT or technical environment.

• At least 5 years of experience in leading and developing client-facing teams is required.

• Proven experience in driving retention, growth, and managing client lifecycle processes is required.

🏝️ Benefits

• Flexible Work: Fully remote opportunity with a company that values its employees.