Director of Account Management

Pay Range: $116,900.00 - $187,100.00  Please email  [email protected]  if you are a candidate seeking a reasonable accommodation for the application and/or interview process. At BCBSRI, our greatest resource is our people.  We come from varying backgrounds, different cultures, and unique experiences. We are hard-working, caring, and creative individuals who collaborate, support one another, and grow together. Passion, empathy, and understanding are at the forefront of everything we do—not just for our members, but for our employees as well. We recognize that to do your best work, you have to be your best self.  It’s why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off. We provide tuition reimbursement and assist with student-loan repayment. We offer health, dental, and vision insurance as well as programs that support your mental health and well-being. We pay competitively, offer bonuses and investment plans, and are committed to growing and developing our employees. Our culture is one of belonging. We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where you’re at in the organization, you’re an integral part of our team and your input, thoughts, and ideas are valued. Join others who value a workplace for all. We appreciate and celebrate everything that makes us unique, from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders.  We’re dedicated to serving Rhode Islanders. Our focus extends beyond providing access to high-quality, affordable, and equitable care. To further improve the health and well-being of our fellow Rhode Islanders, we regularly roll up our sleeves and get to work (literally) in communities all across the state—building homes, working in food pantries, revitalizing community centers, and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can, our associates receive additional paid time to volunteer.   Why this job matters: Lead commercial account management function responsible for retaining and strengthening relationships with employer customers and their brokers and consultants. Direct a team of account management professionals serving fully insured and self-insured/ASC customers, with accountability for consistent execution of account management model, contractual and service commitments, renewal readiness, client education, performance reporting, issue resolution, and overall relationship. Establish clear portfolio standards, operating routines, service metrics, and escalation practices that enable account managers to deliver proactive, consultative, and differentiated client experience. Partner across Commercial Markets and enterprise functions to translate client needs and goals into coordinated action and measurable retention and satisfaction outcomes. What you will do: Provide leadership, direction, and technical guidance to commercial account management team. Establish goals and accountabilities; assign and balance client portfolios; review performance; deliver coaching and feedback; support professional development; and build team capacity, collaboration, and succession readiness. Own and improve 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 deliver contractual and client commitments accurately and on time. Monitor service performance, account activity, renewal readiness, benefit and administrative changes, reporting commitments, performance guarantees, and follow-up actions; intervene when performance or retention risk requires leadership attention. Build and maintain effective relationships with employer decisionmakers and brokers and consultants. Participate in strategic account reviews, renewal discussions, and high-priority client meetings; provide executive-level support for complex issues; and ensure critical relationship, service, and retention risks are visible and actively managed. Lead client issue escalation and resolution. Coordinate internal partners, clarify ownership and timelines, communicate effectively with customers and brokers, identify root causes, and ensure 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 that 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 closely with the Head of Sales and Retention and individual account executives to align account strategy, renewal priorities, relationship coverage, and coordinate delivery against each client’s 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 efforts. Maintain knowledge of commercial products, funding arrangements, health care trends, regulatory requirements, and market dynamics; translate customer and broker insights into actionable recommendation