What are the responsibilities and job description for the Director of Account Management position at OneVeracity?
Location: 1701 Barrett Lakes Blvd, St 150, Kennesaw, GA 30144
Position Title: Director, Account Management
The Director of Account Management, reporting to the VP of Client Solutions, is responsible for leading and optimizing the organization’s account management function across both medical (TPA) and pharmacy (RX) services.
This role focuses on delivering a consistent, high-quality client experience through strong leadership, scalable processes, and cross-functional alignment. The Director will drive client satisfaction, retention, and long-term growth by strengthening team capabilities, improving service delivery, and ensuring account strategies are proactive, coordinated, and data-driven.
Key Responsibilities
- Lead and develop the account management function, ensuring consistent and high-quality service delivery across all clients.
- Establish scalable processes, structures, and service models to support growth and operational efficiency.
- Define and monitor performance standards, ensuring accountability and strong client outcomes.
- Analyze account performance data to identify trends, improve team effectiveness, and enhance client satisfaction.
- Drive proactive account strategies focused on retention, satisfaction, and long-term partnership growth.
- Mentor and develop Account Executives and account management teams, building leadership depth and operational discipline.
- Partner cross-functionally (Sales, Clinical, Operations, Implementation) to ensure alignment across the client lifecycle.
- Evaluate and improve workflows, tools, and reporting to enhance visibility and decision-making.
- Serve as an escalation point for complex client issues, ensuring timely resolution and effective communication.
- Identify opportunities to improve coordination, streamline processes, and elevate the overall client experience.
- Influence stakeholders across teams to drive alignment and continuous improvement.
- Perform other duties as assigned.
Qualifications
Required
- Bachelor’s degree (business, healthcare administration, or related field)
- Experience in account management or client service leadership preferably in healthcare or PBM environments
- Experience leading teams and developing people leaders
- Experience managing client relationships and driving satisfaction and retention
- Ability to analyze data and translate insights into actionable improvements
- Experience working cross-functionally to drive alignment and outcomes
- Experience improving processes, workflows, or team structures in a growing organization
Preferred
- Direct experience in an integrated service model
- Experience overseeing both TPA and PBM services simultaneously, or demonstrated ability to quickly build cross-functional expertise
- Background in process improvement methodologies
- Experience with reporting/analytics tools (e.g., Power BI, Tableau)\
- Experience implementing new systems, tools, or operational frameworks
Key Competencies
- Cross-functional collaboration and influence
- Strategic client relationship management
- Operational discipline and process optimization
- Data-driven decision making
- Team leadership and development
- System thinking and problem solving
- Change leadership in evolving environments