Director, Account Management, Commercial - State Accounts

Technical

Summary:

In addition to the job summary and essential responsibilities outlined below, this role is distinguished by the complexity of supporting the organization-s two largest customers, whose memberships span two regions and require high visibility with senior leaders and close collaboration across multiple functions in both WA and NW.

In addition to the responsibilities listed above, this position is also responsible for directing the development and implementation of complex competitive sales and retention strategies for KPs largest accounts including multi-year benefits strategies; establishing expectations for partnering with customer organizations, key union influencers and/or decision makers, consultants, and other influencers to develop and implement reposition and growth strategies; directing the renewal sales negotiation to achieve the goals of the renewal or sale and align with the customers strategy;

overseeing internal partners on the execution of customized account strategies to meet customer needs and provide exemplary service in a highly complex customer environment; providing expert consultation on strategy and expansions into other KP regions, ancillary products, and new populations of eligibles, collaborating with other internal partners as appropriate; directing a cross-functional team (e.g., Client Service Management, physician ambassadors, underwriting, marketing, territory managers, labor liaisons, actuarial, community affairs, government relations) to ensure optimal resource use as account strategies are executed;

ensuring that the latest market intelligence, key trends, and customer insights are utilized to influence broader organizational decisions; and demonstrating sensitivity while navigating internal or external issues that may impact KP labor management partnership.

• Prepares individuals for growth opportunities and advancement; builds internal collaborative networks for self and others. Solicits and acts on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Demonstrates continuous learning; oversees the recruitment, selection, and development of talent; ensures performance management guidelines and expectations to achieve business needs. Stays up to date with organizational best practices, processes, benchmarks, and industry trends;
  
  shares best practices within and across teams. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact.
• Oversees the operation of multiple units within a department by identifying member and operational needs; ensures the management of work assignment completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Gains cross-functional support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and fosters resolution of escalated issues.
  
  Communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; prioritizes and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; ensures teams accomplish business objectives.
• Manages experience customer and market turnaround by: establishing long-term strategic direction for team member communications with customers, consultants, brokers, and/or channels for contract, benefit/service, and renewal activities and resolve escalations when needed; serving as an expert on product knowledge and directing team members to educate customers, consultants, brokers, and/or channel partners, resolving any questions or concerns; setting best practices for building expertise in prospect or customer business to ensure that Request for Renewal (RFR) response…