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Job Details

CVS Health

Lead Director, EAP Account Management, Middle Markets



Full Time

On Site


Hartford, Connecticut, United States

Job Description
Reporting to the Head of Account Management, this person is primarily responsible for managing a team of account management professionals providing relationship management to the mental well-being/EAP Middle Market book of business. The position requires a strong background in talent coaching, client relationship management skills, strategic development, and a growth and retention mindset. The primary success metric for this role will be client retention and revenue growth.

Fundamental Components:
The Lead Director of Middle Market Account Management will be responsible for managing a team of account management professionals and ensuring we are providing best-in-class customer support. General responsibilities include:

Support the growth of Mental Well-being by achieving cross sell, growth/retention and profitability targets, and customer satisfaction levels

Recruit, develop, and retain a diverse and engaged workforce

Support the team in developing productive and collaborative customer relationships to create a comprehensive growth and retention strategy for assigned book of business

Establish strong relationships with key decision makers and executive-level stakeholders within the customer base

Partners with team members in meetings with clients to professionally represent Resources for Living in the marketplace; articulates how Mental Well-being products and services can contribute to constituents’ objectives

Works with team members to gain a deep understanding of customer goals, strategy, and areas of opportunity to develop mutually beneficial strategies

Ensures team members create renewal strategies with consultants/producers and customers to maximize retention

Works with internal cross-functional teams to develop new initiatives and solve for recurring customer challenges

Sets, communicates, implements and monitors performance metrics with assigned team; aligns assigned performance measures with company objectives.

Monitors and reports on performance relative to plans

Stimulates strategic thinking in support of business direction

Effectively manages organization's resources (e.g., staff, expenses, capital, assets)

Manages all HR related functions of the team (staffing, motivational and training)

Pay Range
The typical pay range for this role is:
Minimum: 100,000
Maximum: 227,000

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications
Minimum 7-10 years sales/account management leadership, preferably within industry

Demonstrated success in leading a team

Ability to build strong relationships with peers and senior leadership across organizations/functions

Strong communication skills with ability to communicate and influence at all levels of the organization

Ability to remain calm under pressure and work collaboratively across various constituents (internal/external) to determine best possible solution/path forward to address market needs, gaps and/or issues

Ability to lead and coach team of highly seasoned individuals with responsibilities across diverse set of programs and related functions. Fostering trust and collaboration across team. Fostering individual ownership of responsibilities across team members, but remaining accessible to engage/escalate as needed to provide guidance, drive decision, resolution, etc.

Proactive, organized and detail oriented, with ability to manage multiple initiatives across teams simultaneously and adjust priorities as needed to meet business/customer needs

Preferred Qualifications
Past positions in sales, account management, or employee benefits

Healthcare experience

Knowledge of EAP

The level of education desired for candidates in this position is a Bachelor's degree or higher or equivalent experience.

Business Overview
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.