As the Senior Director, Account Management at ReedGroup, you'll be responsible for maintaining and strengthening relationships with existing software and service customers and/or partners' customers in the Absence and Disability Management industry. In addition, you'll account for profitability, loss risk, and growth and serve as the single point of contact for ReedGroup customers for incoming and outgoing communication upon completion of the sale. The Director, Account Management drives high visibility, cross-functional initiatives for the organization.
You will:
Formulate and execute Book of Business growth strategies.
Facilitate growth and completion of existing and new projects within the Account Management organization.
Ensure budgets and schedules meet corporate and client deliverable requirements.
Be responsible for the renewal, negotiation and completion of complex contracts.
Manage a team of Account Executives and Account Concierges and be responsible for talent acquisition, retention and performance management.
Act as a point of escalation and guidance for complex client matters.
Drive and execute cross-functional programs and initiatives impacting internal operations and team effectiveness.
Develop professional, productive relationships with all account constituents (internal functions including sales, operations, and executives, client personnel, client employees and brokers).
Facilitate on-going communications to ensure solid client relations; addresses client concerns, answers questions, seeks resolution to issues as liaison between the client and internal resources.
Ensure customer satisfaction with services provided, resolve operational issues affecting client relations, and manage loss risk.
Receive, assemble, interpret and communicate customer and operations reporting data.
Develop and communicate recommendations for operations and client policies and management actions.
Track customer renewal timeframes, plan renewal effort according to appropriate timing and identify and plan up sell opportunities.
Hold key stakeholders accountable for client service delivery.
Attend and/or contribute strategies to cross department and client meetings.
You have:
A minimum of 10 years of direct client-facing experience.
Proven ability to stabilize clients, sustain client relationships and grow client accounts.
The ability to communicate and strategize with confidence with Executive team members.
The ability and proven track record of growing revenue.
Experience monitoring and managing profitability (gross margin); ability to understand financial reports.
Experience managing pricing with customers to include internal and direct costs.
Experience managing customer satisfaction, loss risk, and issues.
Ability to develop sales, renewal, and up sell plans for individual customers.
Professional communications, demeanor, and presence.
Industry experience in:
HR services / outsourcing
Business management
Disability / Absence
Healthcare
Location:
Flexibility to work remotely or at a ReedGroup office
When travel restrictions are lifted, up to 35% travel within the US
Our Promise:
Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
We Offer:
Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way
Competitive compensation package
Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period
Life and disability insurance
A great 401(k) with company match
Tuition assistance, paid parental leave and backup family care
Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best
Employee Resource Groups that advocate for inclusion and diversity in all that we do
Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability
About ReedGroup:
As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years. We create a seamless experience so clients can excel at their jobs and better serve their employees - supporting a thriving, engaged, and skilled workforce.
ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company - providing even more ways we can better serve people. Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first.
