Now Hiring - Healthcare Director of Account Management in Charlotte, NC

Title: Director of Account Management Location: Charlotte, NC

Reports to: CEO

The Director of Account Management is responsible for managing a team Regional Account Managers (RAMs) and Client Success Managers (CSMs) to support a national client base of over 100 core Clients. Account Management is responsible for overall Client relationships by leading the process execution of existing international recruitment efforts, driving growth through re-orders and portfolio expansion at the most strategic Clients, and drive standardization in account management strategies and help provide consistency in Client communication, tools, systems, and processes. The Director will provide C-suite level support to the regional account’s teams, on monthly Client calls, as required, and on periodic site visits. The Director will manage and mentor the Account Management in building excellent Client relationships to the entire country, and chartered with building a high-performance team of sales and operation leaders.

Sales Management

• Takes overall responsibility for designing, developing, and delivering account management strategy. May also personally manage a few relationships with the most strategic customers.
• Develop the strategy for servicing Client Accounts, complex challenges, and opportunities. Ensure the strategy is successfully implemented and meets long-term business needs.
• Manage strategic client and customer relationships, typically by deploying account teams to ensure ongoing customer engagement and loyalty.
• Lead the development of annual and longer-term business plans for Client Accounts, ensuring alignment with strategy; quantify business outcomes and resource budgets. Ensure integration of key activities across the organization.
• Identify and communicate the actions needed to implement the Client Account strategy across the various operations department that results in the right level of client service and success.
• Takes overall responsibility for developing and delivering the Account Management Support function. This includes excellent client service and response, Customer Relationship Management (CRM) support and reporting, and special projects as needed.
• Part of the Executive Staff calls; Active participant on weekly Executive Staff calls on metric/organization reporting, as well monthly strategic project reviews.

Drive Strategic Customer Relationships

• Mentor RAMs to build excellent relationships; Drive and support RAMs through regular site visits at the most strategic clients in their territory including C-suite engagement.
• Champion process rigor, execution, and improvements both internally with the WWHS team and externally with the Clients.
• Lead S&OP planning process through the procurement of re-orders, portfolio expansion at existing Clients, and onboarding of new business.
• Ensure Regional teams are prioritizing accounts, building account strategies, and leverage team resources, particularly for maximum return the most strategic territory accounts.

Operational Excellence

• Executive level sponsor that ensures internal collaboration across all departmental areas to provide seamless execution and outstanding customer service to Clients.

• Drives accountability for overall project management of regional account teams.
• Ensures Account Management process consistency, identifies process improvement projects, and sponsors IT/technology for sales effectiveness, operational simplicity, and/or growth.
• Develops effective and standardized Client communication strategies, and develops simple Client presentations for timely onboarding, recruitment, & immigration steps.
• Adaptable and capable of working in fast-paced environments.
• Able to respond to changing landscape and still deliver results
• Lead weekly/monthly account management reviews
• Develop/ Direct/ Coach the RAMs and CSMs.

Requirements

The ideal candidate will possess the following experience, skills, and qualifications:

• Bachelor’s degree in business, marketing or related field.
• Minimum 5 years of management experience in Sales, Client Services, or related customer-facing organization preferably within the Staffing Industry or Healthcare Industry.
• Minimum 5 years of experience of leadership experience in building Executive relationships and presenting to senior executives of larger Corporations preferably in the Healthcare Industry.
• Demonstrated ability to motivate, manage, and build Teams that deliver on growth targets and drives internal and external execution of the Client process.
• Excellent verbal and writing communication skills and IT fluency.
• Demonstrated Process Leadership skills with ability to lead complex projects.
• Excellent organizational skills and ability to drive Client strategies.
• Ability to flourish with minimal guidance, be proactive, and handle uncertainty.
• Superior proficiency and Excel skills, as well as PowerPoint, Word, etc.
• Significant expertise in client/candidate management systems or IT tools such CRM, ATS, ERPs, Business Reporting, etc.
• Ability to communicate with and work at different levels and across different disciplines