Sr. Director, Health System Account Management

Inmar Intelligence-posted 7 days ago

Full-time • Director

Chicago, NC

1,001-5,000 employees

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Th e Senior Director, Health System Account Management Team Leader is responsible for designing and leading the Account Management functions supporting Inmar’s hospital-focused services and products. This role emphasizes service excellence, operational consistency, and client satisfaction while ensuring that hospital clients realize value from Inmar solutions. The leader will oversee account management teams, serve as an executive sponsor for select strategic hospital clients, and collaborate with cross-functional partners to align service delivery with enterprise goals. With deep knowledge of hospital operations and healthcare workflows, the Senior Director will ensure client retention and service quality while shaping the team’s ability to support both current and emerging products. Primary Accountabilities: Operational (40%) Direct and manage the hospital services account management team to ensure service delivery, client satisfaction, and retention. Oversee escalation management, issue resolution, and adherence to SLAs. Standardize processes, reporting, and performance measurement across hospital client support. Ensure operational readiness and service excellence for both existing and new product offerings. Leverage influence to expand partnerships and drive speed-to-value Leadership (30%) Hire, develop, and mentor account managers and support staff to build a high-performing, client-focused team. Foster a culture of accountability, transparency, and collaboration across hospital services. Model behaviors aligned with Inmar values, reinforcing client-centricity and service excellence. Empower team members to proactively engage with clients and strengthen relationships. Strategic (20%) Serve as executive sponsor for select strategic hospital clients, partnering on account plans and solution alignment. Provide input into enterprise strategy by sharing hospital client insights and operational needs. Support adoption of emerging products and services by advising clients on integration and value realization. Influence cross-functional teams (Product, Operations, Finance) to align solutions with hospital client requirements. Analytical (10%) Track and analyze client health metrics (satisfaction, retention, adoption) to inform decision-making. Use data to identify service improvement opportunities and mitigate risks. Develop reporting frameworks that provide visibility into team performance and client outcomes.

Direct and manage the hospital services account management team to ensure service delivery, client satisfaction, and retention.
Oversee escalation management, issue resolution, and adherence to SLAs.
Standardize processes, reporting, and performance measurement across hospital client support.
Ensure operational readiness and service excellence for both existing and new product offerings.
Leverage influence to expand partnerships and drive speed-to-value
Hire, develop, and mentor account managers and support staff to build a high-performing, client-focused team.
Foster a culture of accountability, transparency, and collaboration across hospital services.
Model behaviors aligned with Inmar values, reinforcing client-centricity and service excellence.
Empower team members to proactively engage with clients and strengthen relationships.
Serve as executive sponsor for select strategic hospital clients, partnering on account plans and solution alignment.
Provide input into enterprise strategy by sharing hospital client insights and operational needs.
Support adoption of emerging products and services by advising clients on integration and value realization.
Influence cross-functional teams (Product, Operations, Finance) to align solutions with hospital client requirements.
Track and analyze client health metrics (satisfaction, retention, adoption) to inform decision-making.
Use data to identify service improvement opportunities and mitigate risks.
Develop reporting frameworks that provide visibility into team performance and client outcomes.

10+ years of progressive leadership experience in healthcare account management, client services, or operations, with a strong focus on health systems
Proven expertise in hospital operations, workflows, and purchasing or supply chain dynamics.
Demonstrated ability to lead large service teams, ensuring operational consistency and service excellence.
Strong experience driving client satisfaction, retention, and service delivery outcomes.
Skilled at executive client engagement and managing escalations with professionalism.
Data-driven decision-maker with experience applying client health metrics and performance analytics.
Bachelor’s degree required
Integrity: Gains the trust of others by taking responsibility for own actions and telling the truth. Follows through on commitments and agreements; Respects confidentiality; Maintains confidentiality regardless of pressure from others.
Teamwork : Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.
Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.
Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
Communication: Giving and receiving messages and information in written, oral, and visual formats concisely for a complete understanding of meaning and intent.
Collaboration: Works collaboratively with others to achieve group goals and objectives.
Innovation: Identifies opportunities to enhance service delivery and support adoption of new solutions Keeps hospital client satisfaction, retention, and outcomes at the center of decisions.
Client Success: Excellence: Ensures operational consistency and continuous improvement in service delivery.
Coaching: Guides, develops, empowers, and motivates associates to meet the organization's goals while preparing the team to win.
Building Collaborative Teams: Builds productive and cooperative relationships to facilitate team effectiveness through the understanding and utilization of individual strengths, behaviors, and personalities to achieve team goals and organizational success.
Vision and Strategy: Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities, and implementing plans consistent with the long-term interest of the organization in a global environment.
Change Management: Acts as a catalyst to change by using effective strategies to facilitate organizational change initiatives and overcome resistance to change.
Accountability: Sets clear goals, objectives, expectations, and responsibilities and monitors the process, progress and results to hold self and others accountable for measurable actions and results.
Influential Communication: Fosters open communication, speaks truthfully and with one voice through clear and consistent messages, listens to others and values all opinions while acting in a respectful manner to influence an outcome, impact, or effect, and responds appropriately to concerns of others.

advanced degree in healthcare administration, business, or related field preferred.

Medical, Dental, and Vision insurance
Basic and Supplemental Life Insurance options
401(k) retirement plans with company match
Health Spending Accounts (HSA/FSA)
Flexible time off and 11 paid holidays
Family-building benefits, including Maternity, Adoption, and Parental Leave
Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning
Wellness and Mental Health counseling services
Concierge and work/life support resources
Adoption Assistance Reimbursement
Perks and discount programs

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