Director of Account Management

Overview

The Director of Account Management will lead and oversee the efforts of the account management team, ensuring successful adoption, implementation, and ongoing support of the Citizen Insurance product within nursing homes. This role requires strategic leadership to drive growth, enhance customer relationships, and ensure the effective rollout of the product across the designated regions. 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 requir