Director of Account Management

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

3d•$116,900 - $187,100

About The Position

The Director of Account Management leads the commercial account management function, responsible for retaining and strengthening relationships with employer customers, brokers, and consultants. The role directs a team serving fully insured and self-insured/ASC customers and is accountable for consistent execution of the account management model, contractual and service commitments, renewal readiness, client education, performance reporting, issue resolution, and relationship management. The Director establishes portfolio standards, operating routines, service metrics, and escalation practices to support proactive, consultative, and differentiated client experiences. The role partners across Commercial Markets and enterprise functions to translate client needs and goals into coordinated action and measurable retention and satisfaction outcomes. The position also represents the customer voice in commercial planning and continuous improvement, maintaining knowledge of products, funding arrangements, health care trends, regulatory requirements, and market dynamics.

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. Prior formal people-management experience is preferred but not required.
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 the ability to convey complex information clearly to clients, brokers, senior leaders, and internal partners.
Strong organization, planning, delegation, and follow-through, with the 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

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; establish goals and accountabilities; assign and balance client portfolios; review performance; coach and provide feedback; support professional development; and build team capacity, collaboration, and succession readiness.
Own and improve the commercial account management strategy, service model, operating standards, and governance, including expectations for client engagement, account planning, documentation, renewal preparation, reporting, relationship coverage, and escalation management.
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; and intervene when performance or retention risks require leadership attention.
Build and maintain effective relationships with employer decision-makers, brokers, and consultants; participate in strategic account reviews, renewal discussions, and high-priority client meetings; provide executive-level support for complex issues; and ensure relationship, service, and retention risks are visible and managed.
Lead client issue escalation and resolution 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 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, while maintaining the account manager as the primary coordinator of the ongoing client relationship.
Represent the voice of the customer in commercial planning and continuous improvement; maintain knowledge of commercial products, funding arrangements, health care trends, regulatory requirements, and market dynamics; and translate customer and broker insights into actionable recommendations.
Perform other duties as assigned.