Director of Account Management

Blue Cross & Blue Shield of Rhode Island•Providence, RI

About The Position

Lead BCBSRI’s commercial account management function, responsible for retaining and strengthening relationships with employer customers, brokers, and consultants. Direct account management professionals serving fully insured and self-insured/ASC customers, ensuring consistent execution of the account management model and delivery of contractual and service commitments, renewal readiness, client education, performance reporting, issue resolution, and strong relationships. Establish portfolio standards, operating routines, service metrics, and escalation practices to support proactive, consultative client experiences. Partner with Commercial Markets and enterprise functions to turn client needs and goals into coordinated action and measurable retention and satisfaction outcomes. The role includes leading and developing the team, improving account management strategy and governance, supporting strategic client relationships, using data to manage portfolio health, and representing customer needs in commercial planning and continuous improvement. BCBSRI offers in-office, hybrid, and remote schedules based on role. Employees in this position may reside in Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, or Virginia, subject to Human Resources approval.

Requirements

Bachelor’s degree in business administration, marketing, health care administration, or a related field, or an equivalent combination of education and experience.
Seven or more years of experience in health insurance, employee benefits, account management, client service, or a related field.
Demonstrated experience leading teams, complex cross-functional work, or significant client portfolios.
Demonstrated experience managing complex employer, broker, or consultant relationships and resolving high-impact service or operational issues.
Strong knowledge of commercial health insurance, employee benefits, funding arrangements, and the needs of employer customers, brokers, and consultants.
Ability to lead and develop a sizeable team, establish clear expectations, manage performance, and create accountability through others.
Strong customer focus, judgment, executive presence, and ability to manage sensitive issues and competing priorities.
Ability to build trusted relationships, influence without direct authority, and coordinate complex work across multiple functions.
Strong analytical skills and ability to use account, service, retention, and performance data to identify risk and guide action.
Excellent problem-solving, negotiation, facilitation, decision-making, and conflict-resolution skills.
Excellent verbal and written communication and presentation skills, including ability to convey complex information clearly to clients, brokers, senior leaders, and internal partners.
Strong organization, planning, delegation, and follow-through, with ability to navigate ambiguity and manage multiple priorities.
Proficiency with Microsoft Word, Excel, PowerPoint, customer relationship management systems, and other relevant reporting and collaboration tools.

Nice To Haves

Prior formal people-management experience is preferred but not required.
Experience supporting both fully insured and self-insured/ASC employer accounts.
Experience with account planning, renewals, contractual commitments, performance guarantees, client reporting, and retention strategy.
Experience coaching or mentoring others and establishing operating standards, performance routines, or service metrics.
Health insurance, employee benefits, or related professional certification.

Responsibilities

Provide leadership, direction, and technical guidance to the commercial account management team; set goals, assign and balance portfolios, review performance, coach employees, support development, and build team capacity and succession readiness.
Own and improve the commercial account management strategy, service model, operating standards, and governance.
Define expectations for client engagement, account planning, documentation, renewal preparation, reporting, relationship coverage, and escalation management across fully insured and self-insured/ASC accounts.
Ensure account managers accurately and promptly deliver contractual and client commitments; monitor service performance, account activity, renewal readiness, benefit and administrative changes, reporting commitments, performance guarantees, and follow-up actions.
Build and maintain relationships with employer decision-makers, brokers, and consultants; participate in strategic account reviews, renewal discussions, and high-priority client meetings, and provide executive-level support for complex issues.
Lead client issue escalations and resolutions by coordinating internal partners, clarifying ownership and timelines, communicating with customers and brokers, identifying root causes, and ensuring sustainable corrective action.
Use recurring issues and client feedback to improve processes, accountability, and customer experience.
Establish account management dashboards, portfolio reviews, and performance routines to measure retention, satisfaction, service delivery, contractual commitments, issue trends, product and program engagement, and account health.
Use data and market feedback to identify risks, prioritize interventions, and recommend improvements.
Partner with the Head of Sales and Retention and individual account executives to align account strategy, renewal priorities, relationship coverage, and delivery against client needs and goals.
Engage Underwriting, Product, Clinical, Pharmacy, Operations, Finance, Legal, Compliance, and other functions to support client education, product and program adoption, account-level changes, and delivery of BCBSRI’s value proposition.
Represent the voice of the customer in commercial planning and continuous improvement efforts.
Maintain knowledge of commercial products, funding arrangements, health care trends, regulatory requirements, and market dynamics, and translate customer and broker insights into recommendations.
Perform other duties as assigned.