For the past quarter century, Healthways has fostered a creative culture of care, invention, and inspiration. The pace is fast, and the energy is high. Unlike any other healthcare company, Healthways drives the vision of health by empowering and enabling people to realize their personal best.

As a fast growing company, Healthways has an eye firmly on the future. We offer a wide spectrum of proven services that reach millions of individuals worldwide by phone, mail, internet, or face-to-face and are offered both domestically and internationally.

Director, Account Management (M2 21)

The Director, Account Management is responsible for employer contract expansion, renewals and account management activities including: managing assigned, market segment accounts, strategic planning, and lead contracting, reporting, implementation and service delivery efforts. This role requires establishing a consultative partnership with health plan executives.  The Director, Account Management will report to the V.P. Account Management Market Leader and work in collaboration with Sales Operations, Finance, Contracts, Marketing and the Solutions Team. The Director, Account Management is also responsible for the management and development of Sr. Account Managers/Account Managers who have customer facing responsibilities and oversee the supporting Account Management Consultant Associates. Primary responsibilities include:
 

• Contract Expansion/Up-sell: Aggressively identify and pursue opportunities for contract expansion. Use consultative selling practices to uncover issues related to the customers needs and support the Account team to proactively identify solutions to customer issues by linking opportunities to contract scope expansion. Maintain knowledge of competitor's sales activities and general competitive intelligence. Maintain pipeline report of all potential sales activity in salesforce.com and report weekly.
• Contract Renewal: Oversee the renewal strategy development, packaging, presentation and negotiation activities to retain and grow profitable existing business. Oversee pre-renewal internal strategy meetings to discuss customer issues, problems, needs, opportunities, competitive threats and alternatives to be proposed. Ensure clients receive a comprehensive, professional and compelling renewal package. Provide input on pricing strategy and assist the Account team with interpreting financial data. Coordinate and prepare for renewal and RFP responses as applicable.
• Client Management: Nurture and develop overall business relationships with assigned market segment accounts. Establish and/or improve positive strategic relationships with the senior most client executives. This could include the CEO, COO, CSO, CMO, CFO and their staff. Resolve customer issues including resolution of complex technical and/or customer service problems. Conduct formal periodic review meetings with client(s) to: review performance; surface any threats and opportunities; discuss new ideas and solutions. Effectively manage customer's requests for program deviations that may negatively impact Healthways ability to efficiently deliver services to all customers. Resolve issues through proper channels in the organization with customer's perspective in mind. Act strategically when confronted with barriers.
• Colleague Management and Development: Provide direct supervision to assigned Account Managers and Account Management Consultant Associates. Responsible for hiring, developing, supervising, and retaining colleagues. Provide the leadership necessary to maintain a motivated, productive and competent team through open communication and delegation of responsibilities and authority.
• Strategic Planning: In a consultative manner, support the Account team to develop long-term strategic plans for their clients designed to ensure account retention and short-term tactical plans to ensure customer satisfaction. Discuss customer issues affecting the cost of service delivery and margin and help identify creative solutions to those issues. Ensure profitability of individual accounts and overall Healthways profitability.
• Reporting: Oversee the preparation of necessary data, reports and course of action in managing and renewing clients. Review and analyze reports for accuracy and outcomes needed to satisfy the customer. Present reports to senior executives. (e.g. monthly, quarterly and/or annual reporting) as needed.
• Contracting: Analyze and interpret contract data. Accurately present evidence of achievement of contractual obligations via avenues mutually agreed upon between the customer and Healthways. Mobilize internal Healthways resources during the contracting process.
• Implementation and Service Delivery: Oversee the implementation of new accounts. Improve and maintain the implementation process and ensure consistency and success of implementations. Communicate to corporate the issues that arise during implementation, drive resolution and ensure that implementation activities are achieved on schedule and as required.
• Provide strategy recommendations, process clarification, and change leadership for the customer facing Account Executives. Also provide guidance and leadership in how the Employer Market organization interacts with the corporate structure and management.
• Leadership and Management: Participate as a senior member of the Market Operating Unit and provide strategic and tactical perspectives. Build and maintain strong customer relationships with key individuals in the Healthways organization. Provide leadership and support for change within the organization. (e.g. the system conversion from Popworks to the new Embrace platform)
• Ad hoc Operational Duties: Routinely Review Sr. Account Manager/Account  Manager Account Plans. Participate in Healthways training offerings, workshops, and seminars to improve knowledge and skills. Keep abreast of Company and industry development. Represent Healthways at conferences through presentations and/or attendance.

• 10-15 years of progressive experience in a health care environment is required. Diverse capabilities represented by successful experiences in several healthcare settings or a variety of healthcare experiences within a single setting preferred. This experience will be predominately in sales/account management/marketing/operations capacity.  
• Demonstrated experience leading an account team of large, national accounts.
• Demonstrated consultative sales and client relationship management abilities.
• Ability to build relationships with clients and to develop unique client focused solutions based on strong understanding of client business challenges and needs.
• Bachelors Degree with a Masters Degree in business, health administration or clinical specialty preferred.
• Demonstrated ability to understand complex healthcare financial issues, clinical issues, and operational issues is required.
• Skillful negotiator and experience with conflict resolution.
• Broad knowledge of Healthways solutions, services and organization.
• Strong analytic and quantitative skills.
• Outstanding execution skills and values planning and preparation to ensure success.
• Ability to manage inter-company relationships and appropriately influence others in a customer responsive manner
• The ability to understand and relate Healthways objectives
• Experience analyzing health care data (e.g., claim, clinical, provider, eligibility).
• Ability to create and implement business strategies and processes.
• Demonstrated leadership skills, with emphasis on management, training, and development of direct reports.  Ensure the training and development of mid level and established professional staff. 
• Strong customer facing skills and ability.  Proven track record of collaboration with the customers and maintaining positive customer relations while being flexible and results oriented. 
• Exceptional written and verbal communication skills and effective presentation skills are required.
• Computer skills including knowledge of MS-Word, Excel, PowerPoint and MS-Outlook.
• Previous personnel management experience preferred.
• Demonstrated ability to stay on top of administrative tasks such a maintain a detailed and up-to-date pipeline report.
• Knowledge of Healthways solutions preferred.
• Working knowledge of Salesforce preferred.
• Ability to travel as business needs required. (75% +)
• This position may offer flexibility as to where the qualified colleague could be based.

Report It

CareerBuilder.com's Advice

For your privacy and protection, when applying to a job online: Never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.  Learn More >> By applying to a job using CareerBuilder.com you are agreeing to comply with and be subject to the CareerBuilder.com Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.