Job SummaryThe Account Director is responsible for leading and expanding Cisive's most strategic and complex client relationships. Acting senior level point of contact for assigned accounts, this role drives long-term client satisfaction, program performance, and revenue growth. The Account Director collaborates cross-functionally to shape and deliver high-impact solutions, manage large-scale initiatives, resolve escalations, and ensure that all contractual, operational, and performance expectations are met or exceeded.
Success in this role requires exceptional communication, strategic thinking, executive-level relationship management, and the ability to influence outcomes across multiple internal teams in a fast-paced environment.
Duties and Responsibilities- Lead a portfolio of high-value enterprise accounts at a strategic level to ensure satisfaction, retention, and long-term partnership growth.
- Using required documentation and in accordance with the Salesforce Queue Policy, clearly present spec changes, IT issues, and strategic projects to IT and Change Management via Salesforce.
- Oversee and monitor IT projects and enhancements in Salesforce (and other ticketing platforms) and Target Process; manage timelines, ETAs, and communication with internal teams and client stakeholders.
- Coordinate cross-functional engagement (IT, Ops, Client Services, Product, Compliance) to meet or exceed client expectations and drive continuous improvement.
- Work closely with Client Services leadership to ensure program success, proactively address issues, and communicate account changes through regular calls and written updates.
- Schedule and facilitate regular executive-level calls to discuss program health, best practices, product innovation, performance metrics, and strategic initiatives.
- Provide client-specific guidance and training for new and existing CSRs to ensure consistent service delivery.
- Conduct comprehensive annual account reviews, including full spec audits, enhancement recommendations, proposals, YOY analysis, SLA performance evaluation, and contract adherence assessments.
- Prepare and deliver Quarterly Business Review (QBR) presentations including program performance data, business insights, pending initiatives, and industry trends.
- Ensure that QBR documents and notes are uploaded to Salesforce and the Wiki in a timely manner.
- Oversee the accuracy, completeness, and ongoing maintenance of all account documentation within the Wiki (specs, fee schedules, workflows, etc.).
- Identify and execute upsell and cross-sell opportunities aligned to client needs and Cisive's strategic goals.
- Monitor SLAs and ensure all contractual commitments are met; drive remediation plans when required.
- Prepare monthly and other required reporting in alignment with business requirements.
- Lead contract renewal cycles, partnering with internal stakeholders on pricing, scope, and terms.
- Perform other duties as assigned.
Minimum Qualifications- High School Diploma or equivalent required.
- Bachelor's degree preferred; 7-10 years of progressive experience in account management or related strategic client-facing roles required.
- Healthcare experience strongly preferred.
- Proven experience managing enterprise-level or highly complex client relationships.
- Demonstrated ability to communicate, present, and influence credibly and effectively with executive audiences.
- Experience delivering consultative, client-focused solutions that address evolving business needs.
- Proven ability to manage multiple high-impact projects simultaneously with strong attention to detail.
- Excellent listening, documentation, and executive presentation skills.
- Exceptional verbal and written communication skills.
- Self-motivated, results-driven, and highly accountable.
- Strong relationship-building skills with integrity, reliability, and professional maturity.
- Ability to prioritize and manage competing demands.
- Strong critical thinking and problem-solving abilities.
- Excellent time and project management skills with strict adherence to deadlines.
- Expertise with Microsoft Office Suite, Google Apps, Salesforce, and help desk or project tracking software.
Working conditionsThis job operates in a professional office environment or remotely. This role routinely uses general office equipment.
Physical requirements- Ability to communicate clearly and exchange accurate information constantly.
- Constantly operates computer, keyboard, copy machine, phone, and other general office equipment.
- Ability to occasionally move objects up to 10 lbs.
Direct reportsNone.
