Account Management Director - Evernorth

The Account Management Director is responsible for ensuring clients and patients receive superior service. Manages a team of Sales job family roles.

Contributes to the strategic planning for client renewal and retention strategies for the account management function. Develops and executes account strategies that result in revenue growth.

Works with internal and external business partners to ensure that account expectations are met. May analyze trend and retention reports to structure sales improvement projects that can be effectively managed and implemented.

Contributes to establishing strategic goals across the function. Possesses significant freedom to act in the short term.

Makes decisions, often based on limited information, that have a long-term impact across the function. This role is not on a sales incentive compensation (IC) plan;

however, account-specific measures are typically considered in other incentive programs.

ESSENTIAL FUNCTIONS

• Manages day to day client relationships through comprehensive knowledge of client's benefit plan and product offerings.
• Oversees all client presentations of operational performance metrics to clients on a monthly and / or quarterly basis to show specific performance measures in comparison with the book of business to promote client satisfaction, client retention and upsell opportunities.
• Lead and support the development and implementation of strategic initiatives, including driving new solutions to improve the overall management of our client’s health services.
• Drive service excellence on behalf of our clients and the overall business division; proactively support, supervise and oversee the team to ensure day-to-day core service deliverables are met and contributes to the strategic planning for client renewal and retention strategies.
• Serve as a point of escalation for the team on issues of service breakdown or operational concern; act as a liaison to the various internal partners to ensure efficient, effective resolution;

provide proactive consultation related to service opportunities. Identify and champion process improvement initiatives when applicable to support client growth and retention.

• Translate broad theories and strategies into clear, actionable objectives; champion cross-functional initiatives; communicate progress and key milestones to appropriate internal partners and key divisional business leaders.
• Serves as a constant Evernorth Ambassador and stays informed on key cross functional Evernorth client interactions and satisfaction levels
• Works with internal and external business partners to ensure home-based care meets or exceeds contractually-required service expectations.
• Stays abreast of marketplace trends and competitive landscape in order to best position retention and growth efforts across the team and division.
• Coach, mentor and support the development of a team that leads and carries out all contractual commitments and strategic initiatives which includes budgetary responsibility for the team.

QUALIFICATIONS

• Master’s degree preferred and 10+ years of relevant experience mainly in an Account Management, Services, or Sales function to include 5 years of management or leadership experience required.
• Knowledge of Primary Care, Value-based care and health services industry
• Excellent PC skills including Microsoft Office and Internet experience.
• Excellent verbal and written communication and presentation skills.
• Strong analytical and problem-solving skills.
• Strong focus on book of business client satisfaction and client retention results.
• Negotiating and strong leadership skills are essential
• Demonstrated ability managing projects, utilizing proven project management processes.
• Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency.
• Travel required to support strategic planning initiatives and client related meetings as needed.
30+ days ago