Senior Director, Account Management

This is a fully remote position, open to applicants in Alabama, +46 more states.

📋 Description

• Lead, mentor, and cultivate the skills of Account Executives and Account Management leaders.

• Foster a high-performance culture that emphasizes accountability, teamwork, client advocacy, and ongoing improvement.

• Conduct talent evaluations to identify high-potential team members, succession opportunities, and performance shortfalls.

• Develop and implement personalized development plans.

• Provide timely, clear, and actionable feedback on performance.

• Strengthen leadership capabilities and create succession plans.

• Ensure optimal staffing, capacity management, organizational layers, and role clarity.

• Collaborate with Talent/HR on recruitment, onboarding, performance management, promotions, and employee engagement initiatives.

• Set operational rhythms and performance benchmarks across Account Management.

• Guide teams in building executive relationships to become trusted strategic advisors.

• Promote consistency in account planning, quarterly business reviews (QBRs), client communications, escalation management, and business assessments.

• Track retention, satisfaction, engagement, and financial performance metrics.

• Ensure timely escalation and executive involvement for high-risk or strategically significant clients.

• Assess team structure, workloads, account assignments, and capacity.

• Enhance processes, tools, training, and operational models.

• Create scalable frameworks and playbooks.

• Set objectives and key results (OKRs) and reporting mechanisms to gauge team effectiveness.

• Collaborate with leadership to advance the Account Management model.

• Work alongside Operations, Product, Sales, Finance, Clinical, Legal, Member Services, and other departments.

• Represent Account Management in leadership meetings and strategic initiatives.

• Identify organizational and client risks, providing recommendations and action plans.

• Translate the company's strategic direction into priorities and expectations for the Account Management team.

⛳️ Requirements

• Over 10 years of experience in Account Management, Client Success, Customer Success, or a similar client-facing role.

• More than 5 years of experience in a leadership capacity, including managing managers and/or senior-level professionals.

• Experience working with a diverse range of clients, from small businesses to large enterprise-level employers, Health Plans, TPAs, brokers, and consultants.

• Proven track record in building and nurturing high-performing teams.

• Experience in managing organizational growth, capacity planning, or adapting operating models.

• Strong executive presence and excellent communication skills.

• Ability to effectively coach leaders and resolve performance challenges.

• Strong strategic thinking, business acumen, and decision-making abilities.

• Experience collaborating across functions in a complex, fast-paced environment.

• Bachelor's degree required.

• Experience in healthcare, benefits, pharmacy, PBM, or related industries is highly desirable.

🏝️ Benefits

• Comprehensive Medical, Pharmacy, Dental, Vision, Life, and AD&D Insurance.

• Flexible Spending Benefits.

• 401(k) Retirement Savings Program.

• Short-term and long-term disability coverage.

• Discretionary Paid Time Off.

• Paid Company Holidays.

• Wellness Benefits.

• Commuter Benefits.

• Paid Parental Leave benefits.

• Employee Assistance Program (EAP).

• Well-stocked kitchen at office locations.

• Opportunities for professional development and training.

• Potential for bonuses, commissions, or equity.

• Time off programs.

• Mental health support.