Lead Director, EAP Account Management, Middle Markets
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.
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)
The typical pay range for this role is:
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.
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
Past positions in sales, account management, or employee benefits
Knowledge of EAP
The level of education desired for candidates in this position is a Bachelor's degree or higher or equivalent experience.
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