Director, Account Management

Summary

Join Garner's growing team as the Director of Account Management, overseeing a team responsible for mid-market client success and retention. Lead, coach, and develop account managers, designing scalable processes to drive client outcomes. Collaborate with cross-functional teams to ensure client satisfaction and engagement. Monitor client health and KPIs, developing best practice standards and workflows to improve ROI and retention. Maintain strong relationships with brokers and clients, communicating regularly to understand their needs. This remote role involves up to 25% travel.

Requirements

• 5+ years of experience managing and growing a high-performing B2B account management org and delivering impactful results year over year in the healthcare and benefits industry
• Demonstrated experience supporting clients to increase engagement and maximize the value of a SaaS solution
• Passion for delivering an excellent client experience and strives to deliver high-quality work
• A strong ability to think systematically and design operational processes
• Excellent communication and presentation skills
• A self-starter mindset with the ability to work in an ambiguous, rapidly evolving, and fast-paced startup environment with notable upside
• Proven ability to build strong relationships with clients and brokers in the health and welfare space
• A desire to be a part of our mission to improve the healthcare system

Responsibilities

• Leading, coaching, and developing a team of account managers who ensure that Garner delivers an excellent client experience to our large market book of business
• Designing and building systems and processes that will continue to help the Garner AM team scale and grow
• Hold team accountable for executing key workflows and meeting KPIs to support our clients
• Monitoring client health and other client success KPIs for your team and client segment
• Developing and executing best practice standards and workflows to improve client satisfaction and engagement, ROI that drive retention
• Ensuring your team is managing strong day to day broker and client relationships
• Communicating regularly with both key decision makers as well as our key broker partners to understand the ongoing needs
• Collaborating with product, sales, and member services teams to ensure that client’s engagement goals are met and client is satisfied with Garner’s service
• Ability to travel up to 25% of the time

Benefits

• This position is also commission eligible
• In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans