VP, Account Management

Vice President, Account Management

The Vice President, Account Management is a mission critical role responsible for delivering on our client commitments, creating and maintaining strong customer relationships and increasing the RxBenefits share and footprint. The VP will enhance RxBenefits' ability to develop deeper relationships at higher levels within our customers' organization and utilize those relationships to drive additional value. The VP, AM will partner effectively with the Business Development and Operations team to ensure a consistent, cohesive experience for RxBenefits customers. The role will provide leadership and direction to a large team of Directors, Managers, Strategic Account Executives and Account Managers. Extensive travel is required to build and maintain strong client relationships, drive revenue growth, and ensure client satisfaction. This role involves strategic planning, team leadership, and performance management to achieve the company's goals. Essential job responsibilities include :

• Execute the key strategic priorities within Account Management to deliver key growth and retention initiatives
• Maintain a high level of retention on the existing book by effectively managing At Risk Clients, and nurturing relationships with employee benefit consultants and clients
• Support our business development efforts by attending key finalist presentations to increase close rate
• Gain agreement on the key performance indicator to measure success, evaluate year-to-date performance against established metrics and implement adjustments to ensure success
• Build a robust client retention framework (Customer Framework) that focuses on building strong broker and client relationships, drives consistency on how we service and deliver our value proposition, and ensure the team is utilizing a client playbook to proactively utilize custom solutions to meet our broker and client's unique needs
• Work collaboratively with all departments to develop, implement and execute on the Customer Service framework
• Leverage the Framework to create a structured nurturing process for all At Risk Clients that includes new processes and procedures, technology changes, and leverages the playbook to make strategic trade-offs when necessary
• Work with Learning and Development to ensure the Account Management team has a clear understanding of the new framework, new processes and procedures, and new technology if applicable
• Leverage the internal Marketing team to create a Marketing Strategy for our current Book of Business
• Cultivate and role model a culture of Trusted Advisors for EBCs and Clients utilizing concepts from Clients for Life and other Account Management frameworks
• Attract, develop, engage, and retain a deep bench of high-performing leaders / advisors and define new roles as needed to support the evolution
• Partner with HR to Develop Scorecards for the Senior Director of Account Management, Director of Account Management and the Manager of Account Management with a focus on Strategy, Financial, Execution and Talent / Leadership
• Assess, attract, hire and retain top talent in Account Management organization
• Review current organization structure make recommended organization changes
• Create a culture of accountability by outlining the roles and responsibilities of your team members
• Meet with each of your direct reports weekly to review progress against goals and provide day-to-day feedback and coaching to maintain engagement & commitment and ensure achievement of key outcomes and support for professional growth
• Work closely with Leadership Development and Business Planning & Execution to establish a sales force training plan focused on developing and reinforcing critical competencies
• Be a seasoned, passionate, and highly engaged change agent. Cultivate and role-model aspirational performance-oriented culture
• Effectively role model the commitment and behaviors needed to meet the Company's aggressive growth and retention goals
• Be exceptionally open and proactive in addressing problems as they arise; bring solutions, not just problems, to the leadership team, and present clear recommendations, ensuring "no surprises"
• Actively engage and support interdepartmental key initiatives
• All other duties as assigned

Required Skills / Experience :