Director of Account Management

Role and Responsibilities

The Director of Account Management’s primary duty is a trusted advisor to the client and possesses strong business management skills. This individual is responsible for overseeing all client accounts, leading and mentoring the account management team, and driving organic and new business growth. In this role, you will maintain strategic relationships and help to guide our clients with the knowledge and solutions appropriate for their business, industry and trends, while maintaining overall client satisfaction and collaborating with key team members across various disciplines to deliver the highest quality of service every day. Job responsibilities include, but are not limited to:

• Develop and manage talent: Identify the skills and performance criteria necessary for Account Management team member success and manage staff to meet and exceed these standards. In coordination with the VP of Client Services, assist in creating career-building development plans for staff. Coach and mentor Account Management team members by observing and providing feedback in order to foster development and success of individuals.

• Establishes departmental goals for service delivery measured through key performance indicators (KPI’s).

• Evaluates team’s performance against the KPI’s and intervenes with management direction to assist account management team meet and exceed goals.

• Develop and ensure that the Account Management department standards, methods, and process and procedures for client service are followed through working with the Manager(s) of Account Management. This includes the delivery of client marketing and messaging programs to meet revenue objectives, budgets, ROI, and client service satisfaction.

• Partner with leadership to create policies and procedures for the Account Management team to follow.

• Revise policies and procedures based upon root cause analysis of issues to prevent recurrence.

• Strategic Initiatives: The Director plays a key role in identifying and implementing key initiatives and assists in planning how significant new initiatives are rolled out to our clients and internal teams.

• Identifies operational efficiency opportunities and provides business requirements to assist in the evaluation of the impact of these suggestions.

• Ensure that Account Management team adheres and complies to all SOC Audit Guidelines and Requirements.

• Effectively communicates, manages and approves all department PTO Policy, Compensation, and Performance Management for the Account Management team.

• Abide by all obligations under HIPAA related to Protected Health Information (PHI).

• If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.

• Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.

• Flexibility to understand, appreciate and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

What We Have to Offer

Our benefits package is designed to keep our employees happy and healthy - physically, mentally and financially:

• Medical, Dental, Vision insurance

• Disability and Life insurance

• Employee Assistance Program

• Remote work options

• Generous Paid-Time Off

• Annual Reviews and Development Plans

• Retirement Plan with company match immediately 100% vested

Required Skills and Competencies

• Entrepreneurial attitude coupled with strong business acumen.

• Capability to efficiently complete tasks in a fast-paced environment.

• Must demonstrate strong negotiation and communication skills and excel under pressure.

• Experience preparing and interpreting reports.

• Excellent written, verbal and presentation skills.

• Ability to manage multiple clients and deliverables simultaneously in a high energetic/fast paced environment.

• Desire to take ownership of all clients’ issues and concerns, deliver great client service and communicate timely and effectively.

• Flexibility to work collaboratively with co-workers and outside consultants.

• Be proactive and remain current with pharmacy and industry initiatives to keep the client ahead of the curve.

• Ability to travel and present to clients, as required.

Supervisory Responsibility

This position manages all Account Managers and is responsible for the performance management and hiring of the employees within that department.

Position Type and Expected Hours of Work

• Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:00AM to 5:00PM CT. We cover clients from West to East Coast, work times must be adjusted to cover meetings in all time zones. Ability to work extended hours, weekends and holidays pursuant with industry demands.

Travel

This position could require between 10% - 20% travel.

Required Education and Experience

• Bachelor’s Degree in Communications, Marketing, Business, Finance, or equivalent 10+ years of direct client/account management experience; Healthcare or PBM experience a plus.

• At least 3 year’s managerial experience leading a similar or like function.

• Proficiency in Microsoft Office suite required.

• Be proactive and remain current with pharmacy and industry initiatives to keep the client ahead of the curve.

Preferred Education and Experience

• MBA or equivalent.

Liviniti, LLC and all entities provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Liviniti complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Liviniti expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Liviniti employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/V/D

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