Director, Account Management - Remote

Job Description:

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well-being. Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value-based care at scale. To learn more, visit www.sharecare.com.

Job Summary:

Primary responsibility is to effectively manage ongoing relationships with Employer/Payor/Government clients in portfolio.  Focus of this position is to provide excellent account management resulting in client success, retention, and growth of existing and new services.  Directly manage a team which manages individual client accounts and may include directly managing accounts.  Function as a resource and mentor to Account Managers on your team and across Account Management.

Client Management:

• Nurture and develop overall business relationships at highest level possible of assigned accounts.
• Establish and/or improve positive strategic relationships with clients and respective consultants.
• Strive to maximize existing services to their full value and search for opportunities to augment portfolio with new/add on services.
• Understand and report up to date financial standing of all services and overall portfolio performance, developing action plans as needed.
• Conduct formal periodic review meetings with client(s) to: review performance; surface any threats and opportunities; discuss new ideas and solutions.
• Supporting AM in initial handoff process from sales to ensure clear definition of scope, pricing, PGs, for all new clients.
• Resolve issues through proper channels in the organization with customer's perspective in mind.

Contract Delivery, Expansion and Renewal:

• Accountable for all contractual deliverables including performance guarantees and revenue targets.
• Use consultative selling practices to identify and pursue opportunities for contract expansion.
• Facilitate pre-renewal internal strategy meetings to discuss customer issues, problems, needs, opportunities, competitive threats and alternatives to be proposed.
• Drive the renewal strategy development, packaging, presentation, and negotiation activities to ensure clients receive a comprehensive, professional, and compelling renewal package.
• Coordinate and prepare for renewal, new services, and RFP responses as applicable.
• Drive pricing strategy and appropriate financial data needed to support pricing strategy.

Strategic Planning:

• Ability to effectively manage up to VP and SVP levels on strategic opportunities and risks related to book of business.
• Ensure profitability of individual accounts and overall Sharecare profitability.
• Discuss customer issues affecting the cost-of-service delivery and margin and help identify creative solutions to those issues.
• Responsible for account level business plan.

Reporting:

• Partner with the internal reporting teams to ensure timely and accurate reporting of necessary data, reports, and course of action in managing and renewing clients.
• Ability to analyze provided reporting metrics to develop reporting story based on agreed client objectives or KPIs.
• Effectively prepare and present reports to client(s). (e.g. monthly, quarterly and annual reporting) With ability to communicate value story based on provided reporting data.

Colleague Management and Development:

• Provide direct supervision to assigned Account Managers, as applicable.
• When applicable, be responsible for hiring, developing, supervising, and retaining colleagues.
• Provide the leadership necessary to maintain a relationship focused, motivated, productive and competent team through open communication, coaching, and delegation of responsibilities and authority.
• Responsible for performance reviews and real time feedback, as applicable.
• Ability to hold team members accountable against business requirements (Financial updates, sales force tracking, etc.), as applicable.
• Support career planning as needed.

Leadership and Management:

• Participate as an active member of the Account Management team and provide strategic and tactical perspectives including serving on committees or handling special projects.
• Ability to work cross functionally and drive needed conversations across technology, marketing, customer service teams for client support needs.
• Manage your individual and team’s client base with a goal to streamline, innovate, and use technology and systems effectively at scale.
• Identify opportunities or gaps for improved service and/or growth of existing services or new services via coordination with internal groups.

Qualifications:

• 10 or more years of progressive experience in a health care environment is required.
• This experience will be predominately in account management/marketing/operations/technical capacity. 
• Demonstrated experience leading an account team of large, national commercial and/or Health plan accounts, preferred.
• Bachelor’s degree in business, health administration, or health-related discipline required. Master’s degree or equivalent additional experience, preferred.
• Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting, preferred.
• Solid understanding of key financial metrics such as revenue and margins.
• Strong analytic and quantitative skills with client relationship management and consultative sales abilities.
• Exceptional written and verbal communication skills and effective presentation skills are required.
• Ability to travel as business needs require.

Specific Skills/Attributes:

• Ability to build relationships with clients and to develop unique client focused solutions based on strong understanding of client business challenges and needs.
• Skillful negotiator and experience with conflict resolution.
• Outstanding execution skills and values planning and preparation to ensure success.
• Demonstrated leadership skills, with emphasis on management with ability to stay on top of administrative tasks.
• Maintenance of detailed and up-to-date customer status reports.
• Ability to manage inter-company relationships and appropriately influence others.
• Act strategically when confronted with barriers.

Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.