Strategic Account Director

About the role

The Strategic Account Director leads and grows National Vision Administrators' (NVA) most complex, high-value client relationships. This role serves as a senior strategic partner to key accounts, ensuring exceptional service delivery, long-term retention, and expansion of business opportunities.

Responsibilities

• Serve as the senior relationship lead for NVA’s most strategic, complex, and high-profile client accounts.
• Build and maintain trusted, long-term relationships with client decision-makers, consultants, brokers, and other key stakeholders.
• Develop account strategies focused on client retention, satisfaction, growth, and overall account profitability.
• Lead strategic business reviews, service meetings, and executive presentations, delivering meaningful performance insights and recommendations.
• Analyze account performance, utilization, service trends, claim activity, eligibility patterns, and other relevant data to identify risks, opportunities, and actionable recommendations.
• Prepare, interpret, and present recurring and ad hoc client reports, dashboards, and account analyses in a clear, professional, and consultative manner.
• Partner with internal departments—including operations, claims, eligibility, provider relations, sales, compliance, and leadership—to ensure timely, accurate, and high-quality execution of client needs.
• Proactively identify service concerns, operational challenges, and account risks; lead resolution efforts and communicate effectively through to completion.
• Oversee and coordinate complex implementations, renewals, benefit changes, and client-specific initiatives, ensuring seamless execution and a high-touch client experience.
• Review and oversee the preparation of plan-related materials, benefit summaries, communications, reporting packages, and other client-facing documents for accuracy and quality.
• Support client enrollment, eligibility, claim, and appeal processes by applying strong knowledge of plan design, provisions, exclusions, limitations, and administrative procedures.
• Identify opportunities to promote additional NVA products, programs, and services that align with client needs and strategic goals.
• Represent NVA at client meetings, open enrollment sessions, benefit fairs, finalist presentations, and other external events as needed.
• Contribute to the ongoing refinement of client service standards, reporting processes, and account management best practices.
• Mentor junior account management and client service team members, providing guidance on service strategy, communication, and issue resolution.

Qualifications

• Bachelor’s degree required, Masters preferred in business, healthcare administration, communications, marketing, or a related field.
• Minimum of 10 years of progressive experience in account management, client services, employee benefits, health/vision insurance, or a related field.
• Demonstrated success managing large, sophisticated, or multi-location client accounts.
• Proficiency in Microsoft Office, especially Excel and PowerPoint; experience with reporting tools and CRM (MS Dynamics) account management platforms is a plus.
• Travel of up to 50% of time expected.
• Strong executive presence with the ability to communicate effectively and professionally with senior client contacts and internal leadership.
• Advanced analytical skills with the ability to interpret data, identify trends, and translate findings into strategic recommendations.
• Experience preparing client reports, presentations, dashboards, and business reviews.
• Excellent written, verbal, and presentation skills.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and complex client needs with minimal supervision.
• Proven ability to collaborate cross-functionally and lead through influence.
• High level of professionalism, sound judgment, and attention to detail.