Here at HR Soul our solutions amplify the performance of people and the soul of company culture. From strategic planning with CEO’s, partnering with HR leaders on key projects, building high performing teams to coaching and recruiting the future of our client’s organization.
We are seeking a Director, Account Management to lead strategic client relationships for a growing organization operating at the intersection of healthcare, pharmacy benefits, and technology-enabled services.
This is a highly visible leadership role responsible for some of the organization’s most significant and complex client partnerships. The Director will lead account strategy, retention, growth, and executive-level client engagement while developing a high-performing account management team.
The successful candidate will be equally comfortable navigating the details of PBM operations and SaaS-enabled solutions as they are sitting across the table from executive stakeholders, leading a strategic business review, negotiating a renewal, or mobilizing internal teams around a critical client issue.
What You’ll Do
Strategic Account Leadership
Serve as the senior relationship leader for a portfolio of large, complex, and strategically important client accounts.
Develop trusted, consultative relationships with executive and senior-level client stakeholders.
Establish long-term account strategies focused on client value, retention, growth, and profitability.
Lead executive business reviews, strategic planning sessions, and other senior-level client discussions.
Identify relationship, service, financial, and operational risks early and coordinate appropriate cross-functional action.
Drive adoption and utilization of technology-enabled and SaaS solutions, connecting platform capabilities to measurable client outcomes.
Take ownership of significant client escalations and coordinate internal resources through root-cause analysis, resolution, and follow-through.
Act as a strong voice of the client internally while balancing client expectations with organizational objectives.
Team Leadership & Development
Lead, coach, and develop a team of account management professionals.
Establish clear expectations, accountability, and performance standards across the team.
Build scalable account management practices, processes, playbooks, and service standards.
Develop team capabilities in strategic account planning, executive communication, client retention, and revenue growth.
Mentor emerging leaders and help build the next generation of account management leadership.
Create an environment that encourages ownership, collaboration, sound judgment, and continuous improvement.
Client Delivery & Cross-Functional Partnership
Provide strategic oversight for complex implementations, benefit changes, plan redesigns, and other major client initiatives.
Partner closely with Operations, Product, Technology, Customer Success, Sales, Underwriting, and other internal stakeholders.
Help shape onboarding, platform configuration, integrations, and product priorities based on client and portfolio needs.
Maintain oversight of contractual commitments and ensure alignment between client expectations and operational delivery.
Lead renewal planning and coordinate internal stakeholders around critical client milestones.
Resolve cross-functional challenges that may affect client satisfaction, retention, or business performance.
Growth & Commercial Strategy
Own growth objectives across the assigned portfolio, identifying opportunities for expansion, upsell, and cross-sell.
Develop strategic account plans that connect client needs with additional products, services, and capabilities.
Lead or contribute to complex renewals, negotiations, and high-value RFP responses.
Partner with Sales leadership on strategic account planning and expansion opportunities.
Evaluate utilization, financial performance, service delivery, and account trends to identify opportunities and risks.
Provide clients with informed perspectives on industry developments, pricing considerations, regulatory changes, and value-added solutions.
Insights & Continuous Improvement
Translate complex operational, financial, utilization, and performance data into clear executive-level insights.
Identify opportunities to improve the overall client experience and account management operating model.
Maintain a strong understanding of PBM operations, pricing structures, claims processing, and applicable regulatory requirements.
Maintain knowledge of SaaS delivery models, subscription-based solutions, system integrations, and technology-enabled services.
Use portfolio-level trends and client feedback to influence internal strategy and continuous improvement.
Serve as a senior account management subject matter resource throughout the organization.
What We’re Looking For
Bachelor’s degree required; MBA or other advanced degree preferred.
8+ years of progressive experience in account management, client success, strategic partnerships, or a related client-facing discipline.
Demonstrated experience managing complex, enterprise-level, or strategically significant accounts.
3+ years of direct people leadership experience within account management, client success, or a related function.
Working knowledge of PBM operations, pricing models, claims processing, and regulatory requirements strongly preferred.
Demonstrated success improving client retention, expanding relationships, and growing revenue within an existing portfolio.
Experience navigating sophisticated contract renewals and executive-level client negotiations.
Strong commercial judgment with an understanding of the relationship between client satisfaction, revenue, and profitability.
Experience with SaaS implementations, technology integrations, or technology-enabled service solutions is highly valued.
Knowledge, Skills & Abilities
Exceptional strategic account management and relationship-building capabilities.
Strong leadership, coaching, and talent-development skills.
Confidence communicating with C-suite and senior executive audiences.
Ability to simplify technical, operational, financial, or regulatory information for different audiences.
Strong negotiation, problem-solving, and strategic planning capabilities.
Ability to operate independently and exercise sound judgment on complex client and business matters.
Demonstrated ability to influence across departments without relying solely on direct authority.
Strong organizational skills with the ability to manage competing priorities across multiple significant accounts.
Comfortable working with data and translating information into actionable business recommendations.
Proficiency with Microsoft Office and the ability to quickly learn industry-specific and proprietary technology platforms.
High degree of discretion, professionalism, dependability, and confidentiality.
Work Environment
This position offers a hybrid/remote work environment and requires regular use of standard computer and communications technology. Travel of up to approximately 20% may be required for client meetings, industry events, business meetings, and periodic visits to the company’s Tampa-area office.
The role requires the ability to manage multiple priorities and occasionally navigate time-sensitive or high-pressure client situations. Business needs, client escalations, or travel may occasionally require availability outside standard working hours.
Diversity Commitment
At HR Soul, we embrace a rich tapestry of backgrounds and experiences within our workplace. We actively encourage applications from women, individuals of color, members of the LGBTQ+ community, people with disabilities, ethnic minorities, immigrants, and veterans.
Equal Opportunity Employment Statement
HR Soul proudly upholds its status as an Equal Opportunity Employer. We prohibit discrimination against any employee or candidate based on various attributes, including but not limited to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, veteran status, or any other characteristic protected by applicable law.
Inclusivity Commitment
HR Soul is committed to providing an inclusive and accessible recruiting experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, please contact HR Soul.
Your Rights
Applicants have rights under applicable federal, state, and local employment laws. HR Soul and our clients are committed to maintaining hiring practices consistent with those requirements.
Application Agreement
By submitting an application, you acknowledge that the information you provide is accurate and complete to the best of your knowledge. Submission of an application does not constitute an employment contract or guarantee of employment.
Salary Transparency Statement
Compensation for this position will be determined based on a variety of factors, including:
Relevant experience, education, skills, and professional qualifications.
The scope, complexity, and responsibilities of the position.
Internal equity, market conditions, and applicable geographic considerations.
The salary range included with this position, where provided, represents a good-faith estimate of the anticipated compensation at the time of posting. Actual compensation may vary based on the factors above and does not necessarily represent the full range of compensation that may ultimately be offered.
