Director, Account Management - Remote

Job Summary

Primary responsibility is to effectively manage ongoing relationships with Employer/Payor/Government clients in portfolio. Focus of this position is to provide excellent account management resulting in client success, retention, and growth of existing and new services.

Client Management

• Nurture and develop overall business relationships at highest level possible of assigned accounts.
• Establish and/or improve positive strategic relationships with clients and respective consultants.
• Strive to maximize existing services to their full value and search for opportunities to augment portfolio with new/add on services.
• Understand and report up to date financial standing of all services and overall portfolio performance, developing action plans as needed.
• Conduct formal periodic review meetings with client(s) to: review performance; surface any threats and opportunities; discuss new ideas and solutions.
• Supporting Account Manager in initial handoff process from sales to ensure clear definition of scope, pricing, PGs, for all new clients.
• Resolve issues through proper channels in the organization with customer's perspective in mind.

Contract Delivery, Expansion And Renewal

• Accountable for all contractual deliverables including performance guarantees and revenue targets.
• Use consultative selling practices to identify and pursue opportunities for contract expansion.
• Facilitate pre-renewal internal strategy meetings to discuss customer issues, problems, needs, opportunities, competitive threats and alternatives to be proposed.
• Drive the renewal strategy development, packaging, presentation, and negotiation activities to ensure clients receive a comprehensive, professional, and compelling renewal package.
• Coordinate and prepare for renewal, new services, and RFP responses as applicable.
• Drive pricing strategy and appropriate financial data needed to support pricing strategy.

Strategic Planning

• Able to effectively manage up to VP and SVP levels on strategic opportunities and risks related to book of business.
• Ensure profitability of individual accounts and overall Sharecare profitability.
• Discuss customer issues affecting the cost-of-service delivery and margin and help identify creative solutions to those issues.
• Responsible for account level business plan.

Reporting

• Partner with the internal reporting teams to ensure timely and accurate reporting of necessary data, reports, and course of action in managing and renewing clients.
• Ability to analyze provided reporting metrics to develop reporting story based on agreed client objectives or KPIs.
• Effectively prepare and present reports to client(s).
• (e.g. monthly, quarterly and annual reporting)
• With ability to communicate value story based on provided reporting data.

Colleague Management And Development

• Provide direct supervision to assigned Account Managers, as applicable.
• When applicable, be responsible for hiring, developing, supervising, and retaining colleagues.
• Provide the leadership necessary to maintain a relationship focused, motivated, productive and competent team through open communication, coaching, and delegation of responsibilities and authority.
• Responsible for performance reviews and real time feedback, as applicable.
• Ability to hold team members accountable against business requirements (Financial updates, sales force tracking, etc.), as applicable.
• Support career planning as needed.

Leadership And Management

• Participate as an active member of the Account Management team and provide strategic and tactical perspectives including serving on committees or handling special projects.
• Ability to work cross functionally and drive needed conversations across technology, marketing, customer service teams for client support needs.
• Manage your individual and team’s client base with a goal to streamline, innovate, and use technology and systems effectively at scale.
• Identify opportunities or gaps for improved service and/or growth of existing services or new services via coordination with internal groups.