Lead Account Manager

The Lead Account Manager will serve as a player-coach within the Client Experience organization, managing assigned client accounts while providing day-to-day leadership, coaching, and operational support to Account Managers. The successful candidate will serve as the first point of escalation for complex client concerns and partner with Sales, Implementation, Member Services, Payroll, Operations, and other departments to coordinate effective solutions.

Fusion HCR is Hiring!  Team Leader - Account Management
Location: Birmingham, Alabama
Work Arrangement: Onsite
Employment Type: Full-time

The Lead Account Manager will serve as a player-coach within the Client Experience organization, managing assigned client accounts while providing day-to-day leadership, coaching, and operational support to Account Managers. The position offers a salary range of $80,000–$100,000 and requires onsite work in Birmingham, Alabama.

Position Overview HCR is seeking a Lead Account Managemer to manage a portfolio of client accounts while supporting the performance and development of the Account Management team. This player-coach role combines direct client ownership with team leadership, operational oversight, and escalation management.The Team Lead will build trusted relationships with client stakeholders, monitor account health, conduct regular business reviews, and proactively address concerns affecting satisfaction, engagement, and retention. Internally, this position will coach Account Managers, reinforce service standards, support onboarding, and promote accountability and continuous improvement.The successful candidate will serve as the first point of escalation for complex client concerns and partner with Sales, Implementation, Member Services, Payroll, Operations, and other departments to coordinate effective solutions. The role requires strong relationship management, communication, organizational, analytical, and problem-solving skills.

Key Responsibilities

• Manage a designated portfolio of client accounts and develop trusted relationships with key stakeholders.
• Conduct regular client outreach, business reviews, and strategic account discussions.
• Monitor client health and proactively address concerns, retention risks, and service issues.
• Provide day-to-day guidance, coaching, and support to Account Managers.
• Assist with onboarding and training while sharing best practices across the team.
• Serve as the first escalation point for complex client concerns and coordinate timely resolution.
• Review CRM documentation for accuracy, consistency, quality, and completeness.
• Partner with cross-functional teams to align client expectations with operational capabilities.
• Support account assignments, workload balancing, capacity monitoring, and staffing recommendations.
• Review account health indicators, client feedback, service trends, and retention risks.
• Contribute to policies, procedures, playbooks, training materials, and process improvement initiatives.
• Champion the adoption of new processes, tools, and best practices.

Required Qualifications

• Bachelor’s degree in Business, Communications, Healthcare Administration, Marketing, or a related field, or equivalent professional experience.
• At least five years of experience in account management, customer success, client services, healthcare, insurance, employee benefits, or a related client-facing field.
• At least one year of experience in a lead, mentoring, coaching, training, or informal leadership capacity.
• Demonstrated experience managing complex client relationships and escalated customer situations.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities simultaneously.
• Proficiency with Microsoft Office and CRM platforms.
• Experience working collaboratively with internal departments and external client stakeholders.
• Ability to communicate effectively by phone, video conference, and email.
• Ability to lead client and internal meetings and presentations.
• Occasional travel may be required based on business needs.

Why Join

• Own meaningful client relationships and directly influence satisfaction, engagement, and retention.
• Lead and develop Account Managers through coaching, mentorship, and knowledge sharing.
• Collaborate with Sales, Implementation, Member Services, Payroll, Operations, and other teams.
• Participate in process improvements that strengthen service quality and operational consistency.
• Join a culture built on collaboration, accountability, continuous improvement, and exceptional client experience.
• Gain exposure to strategic client experience initiatives in a growing healthcare organization.
• Competitive compensation of $80,000–$100,000 with opportunities to make a lasting organizational impact.

Fusion HCR Staffing LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.

The information contained in this job posting is for general informational purposes only. Fusion HCR Staffing reserves the right to modify, suspend, or discontinue any job posting at any time without notice. Employment is subject to satisfactory completion of background screening and other pre-employment requirements.