Director of Account Management

Overview:

The Director will collaborate closely with Sales, Operations, and other cross-functional teams to meet both organizational and client goals.

Responsibilities:

• Health Insurance License required within 30 days of employment if not currently held.
• Ability to travel up to 50% of the time including some overnight travel (depending on the region and needs of the business).
• Lead and mentor the account management team, including Account Managers, to drive performance, exceed enrollment targets, and foster customer satisfaction.
• Develop and execute strategic plans for promoting the Citizen Insurance product to nursing homes, aligning with the broader goals of the company.
• Establish clear performance metrics and KPIs for the team, ensuring alignment with business objectives and delivering on customer commitments.
• Continuously analyze market trends, customer feedback, and industry shifts to adjust strategies and keep the team agile and responsive to change.
• Act as the senior point of contact for nursing home administrators and ensure they have access to leadership-level support and problem resolution.
• Build and maintain strategic relationships with key stakeholders, including senior administrators, facility managers, and decision-makers at nursing homes.
• Oversee complex or high-priority customer accounts, ensuring the Citizen Insurance product is being utilized effectively and resolving any escalated concerns.
• Conduct regular business reviews with nursing homes to assess satisfaction, address challenges, and identify opportunities for further product adoption and expansion.
• Collaborate with the sales team to identify and capitalize on growth opportunities within existing accounts and target new facilities for enrollment.
• Lead, train, and develop the account management team, ensuring they have the skills, knowledge, and resources to perform at a high level.
• Provide ongoing coaching, feedback, and performance assessments to drive individual and team success.
• Create a positive, collaborative, and results-driven work environment focused on continuous improvement.
• Ensure team members are well-versed in product knowledge, regulatory requirements, and best practices for client engagement.
• Oversee the execution of "enrollment days" and other client-facing initiatives, ensuring operational excellence and adherence to timelines and regulatory requirements.
• Ensure compliance with all applicable healthcare laws, regulations, and industry standards, including HIPAA and state-specific regulations.
• Review team performance reports, providing actionable insights and recommendations for process improvements or changes to optimize operations.
• Monitor and address any service delivery gaps, working closely with other departments (e.g., product development, marketing, customer support) to enhance service offerings.
• Provide regular updates and performance reports to senior leadership, including detailed metrics on enrollment progress, client satisfaction, and team performance.
• Act as a liaison between the account management team and other internal departments, facilitating smooth communication and alignment of goals.
• Share feedback from nursing homes and staff with relevant teams to improve the Citizen Insurance product, training materials, or customer support processes.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.
• Reacts positively to change and performs other duties as assigned.

Qualifications:

• Bachelor’s Degree in Business, Healthcare Administration, or a related field
• 7+ years of experience in healthcare sales, account management, or a related field, leadership experience a plus
• Proven track record of managing and growing customer relationships in a complex, fast-paced environment.
• Health Insurance License required within 30 days of employment if not currently held.
• Strong leadership and team management skills with the ability to drive results, build a high-performing team, and foster a positive work culture.
• In-depth knowledge of healthcare products, especially in the nursing home or senior care space, and understanding of regulatory and compliance requirements.
• Excellent communication, negotiation, and presentation skills, with the ability to influence key stakeholders at all levels of the organization.
• Proficient with CRM systems (e.g., Salesforce), MS Office Suite, and other productivity tools.
• Strong problem-solving, strategic thinking, and decision-making abilities.
• Ability to travel up to 50% of the time (depending on the region and needs of the business).
• Must have a valid driver’s license, reliable transportation, and auto insurance.
• Strong organizational skills and attention to detail, with the ability to handle multiple priorities in a fast-paced environment.
• Passionate about improving healthcare and patient outcomes, with a customer-first mentality.
• Ability to work independently, as well as collaborate effectively with cross-functional teams.
• Excellent interpersonal, oral, and written communication skills.
• Must be detail oriented and self-motivated.
• Excellent customer service skills.
• Anticipate needs in a proactive manner to increase satisfaction.
• Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems.

We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.

We are an equal opportunity employer.