Director, Account Management (Healthcare/Benefits)

Well - Chapel Hill, NC2.4

Company: Well-funded stealth company focused on disrupting healthcare through a differentiated consumer experience and a world-class data & analytics engine to drive engagement and behavior change. The product will sell directly to Fortune 500 CEOs and full risk populations, integrating layers of analytics, digital, concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve health. A key differentiator to drive the company's success will be a highly diverse, engaged, continuously learning organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.

Reporting To: Chief Product and Services Officer

Position Summary:
  • This leadership position will serve as the primary point of contact for our initial plan sponsor clients (specifically, the benefits leaders at self insured employers), directly responsible for meeting and exceeding client expectations and managing all aspects of the client relationship
  • Your primary mission will be to understand our business goals and product features and ensure our plan sponsor clients are receiving a world class level of service in line with that promise and in line with their own goals and objectives
  • This position will require you to develop strong external and internal relationships to achieve client satisfaction, revenue, membership and earnings objectives for existing clients
  • To be successful in this role, you must be an experienced sales or account management professional with a forward-thinking strategic mindset and creative capability unmatched by your peers. Your tasks will include client relationship management, managing a team of plan sponsor partners, client implementation, coordinating member issue resolution, gathering and sharing client and member feedback with other internal stakeholders, and working with clients to develop benefits strategies and approaches in line with their needs
  • This position will have staff and resources to build and manage a world class account management team that delights our plan sponsor clients as we scale in consumers and product offerings
  • This position is located in Chapel Hill, NC, preferably, or Boston, MA. Co-location with our team will be critical for this role.
Key Responsibilities:
  • Lead and direct account management team; provide strategic direction and leadership to account management team members including coaching and mentoring. Manage performance of team members, drive talent development and build bench for key roles
  • Plan sponsor relationship management – develop a mutually rewarding working relationship with various client contacts to ensure all client objectives are met and needs are satisfied, ultimately resulting in renewal of case, retention, membership growth and achievement of profitability targets
  • Monitor on an on-going basis clients' product lines and services to ensure clients' needs are being met; provide consultative services to clients; offer creative product and service solutions to address clients' evolving needs
  • Track and monitor the resolution of both client and member issues; maintain ownership follow through on outstanding issues to the point of resolution, supporting escalations if appropriate; collaborate with other team members and functional support areas as needed
  • Collaborate with service operations and clinical operations to monitor key metrics and performance guarantees, identify issues and proactively implement resolutions; look for and help drive continuous process improvements/efficiencies by maintaining a thorough understanding of all internal systems
  • Collaborate with service operations and clinical operations on all client and broker audits
  • Lead and manage cross functional case installation and implementation team to ensure smooth launch of client on go live date
  • Prepare and conduct technical/product presentations, demonstrations and trainings for the client
  • Assist in sales and marketing activities as needed
  • Solicit product and market feedback from clients and brokers, and communicate this feedback to sales leadership and product team (e.g., feature requests, market trends, competitive intelligence, new opportunities)
  • 7+ years of B2B business development, account management, project management and/or brokerage experience
  • Experience with health & welfare benefits preferred
  • Experience building teams from the ground up including budgeting/planning, hiring and developing/implementing training, as well as managing and developing talent
  • Flexibility in work schedule is required; travel required to be onsite with clients
Critical Skills/Competencies:
  • Self-starter with ability to work independently, prioritize work and coordinate multiple tasks within tight time constraints
  • Ability to hire, develop and motivate top talent through performance management, coaching and leadership
  • Demonstrated collaborative style, with the ability to influence diverse teams and build strong relationships across various internal stakeholders and constituents in a matrix environment
  • Ability to identify key decision-makers, build relationships with senior executives and schedule meetings with key stakeholders
  • Outstanding verbal and written communication skills, including formal presentations for all levels of management combined with strong collaboration and influencing abilities
  • Ability to articulate a strategic vision to stakeholders and generate options to determine the most effective implementation approach
  • Strong project management skills
  • Ability to embrace and thrive in a culture of transparency, accountability and trust
  • Start-up like mentality and desire to innovate at pace; ability to optimize processes using continuous iteration and testing
  • Bachelor's degree or equivalent combination of education and experience