Director of Account Management Workforce Health Solutions

Quest Diagnostics - Shawnee, KS

Full-time - Mid Level

Shawnee, KS

Ambulatory Health Care Services

About the position

The Director of Account Management - Workforce Health Solutions (WHS) plays a pivotal role in our organization, reporting directly to the Sr. Director of Employer Sales. This position is crucial for leading and managing the Account Management function, with a primary focus on driving profitable revenue growth through the development and execution of retention, expansion, and growth plans within established accounts. The Director will oversee a team of Account Managers who consult with existing employer clients, recommending solutions from the broader WHS products and services portfolio. This role is not only about maintaining existing relationships but also about expanding the portfolio of services offered to these clients and improving margins through effective pricing strategies and contract renewals. In this capacity, the Director will be responsible for developing and executing a comprehensive retention and expansion strategy aimed at achieving revenue targets and growth. This includes defining sales objectives, key performance indicators (KPIs), and sales account plans that align with the company's overall business goals. The Director will lead a team of Account Managers, providing guidance, coaching, and mentorship to enhance individual and team performance. Setting clear sales targets, monitoring progress, and providing ongoing development will be essential to drive the team's effectiveness. Maintaining strong relationships with key decision-makers at client organizations, such as HR Executives and Senior Management, is critical. The Director will plan and conduct regular client account reviews, quarterly business reviews (QBRs), and check-ins to identify and address ongoing service issues, facilitating corrective actions as necessary. Collecting and leveraging Voice of the Customer (VOC) feedback will be vital for improving processes, driving product and service enhancements, and executing opportunities to cross-sell WHS solutions. Additionally, the Director will establish practices to support Account Teams in managing their account activity, identifying trends, resolving problems, and balancing their books of business. Sales forecasting processes and methodologies will be established to accurately predict revenue and track sales performance. The Director will provide regular sales reports and analysis to senior management, highlighting key trends, opportunities, and challenges. Collaborating closely with cross-functional teams, including marketing, product development, and customer support, will ensure alignment of account expansion strategies with overall business objectives. Insights and feedback will be provided to support product enhancements and identify market needs, while partnering with Sales Enablement to equip Account Managers with the necessary processes, tools, and training to stay current on products and services, as well as best practices for Business-to-Business Sales & Service. Utilizing CRM software to manage and track sales activities, pipeline, and customer interactions will be essential for effective sales management.

Responsibilities

• Develop and execute a comprehensive retention and expansion strategy to achieve revenue targets and growth.
• Define sales objectives, key performance indicators (KPIs), and sales account plans aligned with the company's overall business goals.
• Lead a team of Account Managers, providing guidance, coaching, and mentorship to drive individual and team performance.
• Set clear sales targets, monitor progress, and provide ongoing development to enhance the team's effectiveness.
• Maintain strong relationships with key decision-makers at client organizations, such as HR Executives and Senior Management.
• Plan and conduct regular client account reviews, QBRs and check-ins to identify and address ongoing service issues and facilitate corrective actions.
• Collect and leverage VOC to improve processes, drive product and service enhancements and execute opportunities to cross-sell WHS solutions.
• Establish practices to support Account Teams with managing their account activity, trend identification, problem resolution, account monitoring, and balancing books of business.
• Establish sales forecasting processes and methodologies to accurately predict revenue and track sales performance.
• Provide regular sales reports and analysis to senior management, highlighting key trends, opportunities, and challenges.
• Leverage data, reporting and tools from Commercial Operations to stay informed about market trends, industry developments, and competitor activities.
• Collaborate closely with cross-functional teams, including marketing, product development, and customer support, to align account expansion strategies with overall business objectives.
• Provide insights and feedback to support product enhancements and identify market needs.
• Partner with Sales Enablement to provide Account Managers with the processes, tools and training needed to stay current on products and services along with best practices and standards for Business-to-Business Sales & Service.
• Utilize CRM software to manage and track sales activities, pipeline, and customer interactions.

Requirements

• 5+ years of experience in account management or client services role in wellness, population health, digital health, healthcare, benefits or consulting.
• 5+ years of previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training and onboarding.
• Experience serving as an executive sponsor on large accounts with a strong track record of high client satisfaction, growth and retention.
• Proven ability to lead from the front and model behaviors for team members to emulate.
• Proven experience carrying a sales target and exceeding sales goals.
• Proven strategic planning and project management experience.
• Demonstrated ability to present to C-Suite decision makers and at industry events.
• Ability to recognize changing business priorities and adjust approach accordingly.
• Experience working in a cross-functional environment in support of furthering WHS and Quest goals.

Nice-to-haves

• Master's Degree Preferred