Director Account Management: Healthcare & Licensed Insurance

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POST DATE 8/13/2016
END DATE 12/19/2016

Dialog Direct Troy, MI

Troy, MI
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Full Time
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The role of the Account Director is to ensure client satisfaction with Dialog Direct and services delivered, successfully cultivate a positive relationship between the client and all Dialog Direct teams, and grow the business.

The Account Director gathers data and requirements from the client and communicates them to the internal stake holders. Together the CE teams determine the best solution. The Account Director and subject matter experts or delivery leaders review solutions with the client.

The role may experience changes as the organization continues to grow and c

Key Responsibilities

* Create a formal client communications matrix and share with the Customer Engagement leadership team
* Meet weekly with the client lead, via phone and/or in person (as appropriate), to understand client concerns, clients business, and upcoming client events
* Meet weekly with each LOB client leader to discuss their program performance and updates on LOB specific action items
* Communicate internal action plans to clients as appropriate
* Communicate client expectations internally
* Manage client expectations in accordance with service offerings
* Coordinate Quarterly Executive Meeting
* Maintain an action log of all client deliverables, due dates, and action item owners
* Document all deliverables, internally generated or client generated, in the action log format
* Review deliverables and requested dates with business partners and gain input on realistic timelines - review adjustments to timelines as needed with clients
* Meet weekly with the operational team to review status on action items
* Communicate timelines and status to client, and internal teams
* Inspect KPIs and work to understand KPI trends, misses
* Create monthly account snapshot for executive review
* Understand industry trends and the impact on the clients business
* Understand industry trends and the impact on Dialog Directs business
* Collaborate with the Dialog Direct teams, as requested, to define new industry specific offerings
* Coordinate invoice generation
* Review invoice for accuracy against supporting data
* Review / clarify invoice as needed with client
* Follow up on outstanding invoices
* Provide input to the operational team, for budgeting purposes, on expected increases in business, seasonal trends, volume changes
* Identify opportunities to grow the business and or offer new solutions
* Engage supporting Dialog Direct organizations to provide new solutions
* Document and maintain the growth strategy for the client / account
* Partner with the operations and sales teams to support the PMO (if involved) or drive the implementation of new services and/or programs

Qualifications and Skills

* Bachelor's degree
* 5years of relative experience
* Must have call center experience
* Ability to read, analyzes, and interprets various documents
* Ability to appropriately respond to inquiries or concerns from customer, coworkers, or members of the business community
* Ability to effectively present information to management, groups, customers and clients
* Ability to define problems collects and analyzes data, establish facts, and draw valid conclusion