The posting
It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.
Our Values
- Integrity First: We uphold the highest ethical standards in everything we do.
- Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
- Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
- Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
- Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.
Job Summary
The 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 conditions
This 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 reports
None.
