Account Director – Client Services
Direct reports: 6–8 Resource Advocates
Make an Impact Through People, Partnerships, and Performance
EMS is seeking an experienced Account Director to lead a team of Resource Advocates and oversee the success of a portfolio of client accounts.
This is a highly visible leadership role for someone who knows how to build strong teams, develop trusted client relationships, and turn strategy into consistent execution. You will guide the performance and development of your team while ensuring our clients receive responsive, high-quality service and measurable value.
Our Resource Advocates manage day-to-day client relationships and support members as they navigate healthcare and benefits. As the Account Director, you will provide the leadership, direction, and accountability that allow them to succeed. You will also serve as a trusted partner to brokers and senior client leaders, including HR executives, CFOs, and other key decision-makers.
Success in this position is measured through client satisfaction, retention, service consistency, claims savings outcomes, and the performance of the Resource Advocate team.
What You Will LeadTeam Leadership and Accountability
- Lead, coach, and develop a team of 6–8 Resource Advocates.
- Establish clear expectations for performance, communication, client service, and follow-through.
- Create strong ownership across every assigned client account.
- Monitor workloads and adjust resources based on client needs and priorities.
- Recognize performance concerns early and take timely, appropriate action.
- Ensure consistent adherence to established workflows, documentation standards, compliance requirements, and standard operating procedures.
- Build a team culture grounded in accountability, urgency, professionalism, and disciplined execution.
Client Satisfaction and Retention
- Own client satisfaction, retention, and overall portfolio performance.
- Build trusted relationships with brokers and client executives.
- Monitor client health, engagement, responsiveness, and retention risks.
- Participate in client meetings and communicate confidently with HR leaders, CFOs, brokers, and other executive stakeholders.
- Present complex reports, data insights, and service updates in a clear and meaningful way.
- Adapt your communication approach based on the audience and meeting dynamics.
- Step into sensitive or escalated situations when additional leadership is needed.
- Lead service recovery efforts and help restore trust when concerns arise.
- Proactively identify risks and ensure issues are addressed before they affect the client relationship.
Performance and Quality Management
- Monitor team performance across client engagement, case progression, service quality, client satisfaction, and account outcomes.
- Review the quality of documentation, communication, and workflow execution.
- Conduct meaningful performance conversations and provide clear, actionable feedback.
- Identify trends or skill gaps and implement targeted improvement plans.
- Partner with HR and organizational leadership when formal performance management is necessary.
- Participate in candidate interviews and hiring decisions.
- Support effective onboarding so new team members can reach performance expectations quickly.
Coaching and Team Development
- Conduct consistent one-on-one meetings focused on performance, growth, and capability development.
- Strengthen team members’ communication, critical thinking, decision-making, and client management skills.
- Reinforce best practices in member advocacy, benefits navigation, and CRM utilization.
- Develop future leaders by building greater ownership and accountability within the team.
- Model sound judgment, executive presence, professionalism, and effective communication.
Reporting and Operational Oversight
- Ensure accurate and consistent use of Athena/Salesforce across the team.
- Use dashboards, reports, and activity data to evaluate performance and workload.
- Track key performance indicators related to engagement, client outcomes, savings, and retention.
- Ensure client reporting is accurate, timely, and clearly communicated.
- Identify operational trends, risks, and service gaps and provide leadership with appropriate visibility.
- Maintain strong standards for account documentation and record accuracy.
- Contribute to the continuous improvement of workflows and service delivery.
What You Bring
- Demonstrated experience leading teams and managing performance in an operational or service-focused environment.
- Experience overseeing client accounts, client relationships, or service delivery teams.
- A strong understanding of healthcare, employee benefits, benefits navigation, member advocacy, or related systems.
- The ability to build credibility with senior client leaders and communicate effectively in executive-level settings.
- Strong presentation and public-speaking skills.
- Experience interpreting data and translating it into meaningful insights and action.
- High emotional intelligence, sound judgment, and the ability to navigate challenging conversations.
- A leadership style that creates accountability while supporting employee growth.
- The ability to manage multiple priorities in a fast-paced, evolving environment.
- Experience using CRM platforms; Salesforce or Athena experience is preferred.
Experience in healthcare, insurance, employee benefits, teaching, or another service-driven environment is a plus.
You May Be a Great Fit If You
- Enjoy helping people do their best work while maintaining high expectations.
- Know how to lead through others without taking over their responsibilities.
- Build trust quickly with clients, colleagues, and team members.
- Are comfortable moving between strategic conversations and operational details.
- See potential risks early and take action before they become larger problems.
- Communicate complex information in a way that is clear, organized, and useful.
- Care deeply about service quality, consistency, compliance, and measurable results.
Why This Role Matters
The Account Director connects client expectations, team performance, and organizational priorities. Your leadership will directly influence the experience of our clients, the development of our Resource Advocates, and the outcomes we achieve for the employers and members we serve.
If you are energized by building strong teams, strengthening client partnerships, and creating meaningful results in a mission-driven environment, we would like to hear from you.
Pay: $95,000.00 - $120,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Cincinnati, OH 45069
