ABOUT THE ROLE

Position Summary

The Director, Account Management is a key leadership position responsible for executing the operational strategy, driving retention, and accelerating revenue growth within InformedDNA’s portfolio of clients. Balancing direct account leadership with team development, this role will manage a team of account professionals while serving as a trusted advisor to high-value customers (including brokers, employers, health systems, etc). The Director ensures seamless solution adoption, exceptional client satisfaction, and the continuous expansion of InformedDNA’s solutions across the healthcare ecosystem.

Essential Functions

Strategic Account Leadership & Growth

• Drive Revenue & Expansion:
  • Own the entire account management function for the organization, across all books of business and market segments.
  • Personally manage and oversee a portfolio of strategic enterprise accounts, identifying and executing up-sell, cross-sell, and expansion opportunities to exceed growth targets.
  • Work closely with clinical and technical subject matter experts in a matrixed organization
• Retention & Renewals: Lead the end-to-end contract renewal process, partnering cross-functionally with Sales, Legal, and Finance to optimize MSA/SOW revisions and addendums.
• Joint Success Planning: Proactively lead a comprehensive account planning process that establishes mutual performance objectives, financial forecasts, and critical success metrics (KPIs) to demonstrate clear ROI.
• Value Realization: Lead impactful Quarterly Business Reviews (QBRs) and program reviews to showcase value delivered, share business intelligence, and strategically align on future growth roadmaps.

Team Leadership & Development

• People Management: Recruit, mentor, and manage a high-performing team of account management professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Performance & Enablement: Set clear performance expectations, deliver regular coaching/feedback, and implement training programs to elevate strategic account management and value articulation capabilities.

Relationship Management & Advocacy

• Trusted Advisor Status: Cultivate and maintain strong, productive relationships with executive-level client stakeholders across assigned verticals.
• Voice of the Customer: Act as a fierce client advocate internally, translating customer insights, sentiment, and feedback into actionable operational and service delivery enhancements.
• Escalation Management: Serve as a key escalation point for complex client issues, performing root-cause analyses and coordinating internal resources to achieve rapid, systemic resolutions.

Cross-Functional Collaboration

• Internal Alignment: Partner closely with Sales, Marketing, Implementation, Clinical Operations, and Product teams to ensure seamless client onboarding, smooth transition workflows, and consistent service delivery.
• Process Optimization: Design, maintain, and implement standard operating procedures (SOPs) and playbooks to optimize internal cross-functional collaboration and scale the account management function.

ABOUT YOU

Your Education & Experience

• Education: Bachelor’s degree in Business Administration, Healthcare Management, Life Sciences, or a related field is required; Master’s degree and clinical background preferred
• Experience: Minimum 10+ years of progressive experience in account management, customer success, or business development within the healthcare industry, with a strong focus on enterprise-level clients.
• Leadership Experience: 2+ years of direct experience managing, mentoring, or leading account management or customer success team members.
• Industry Verticals: Proven track record working in organizations that sell digital health products to employers, with a specific focus on the lab or health systems verticals.
• Technical Savvy: Proficiency in CRM systems (e.g., Salesforce) and familiarity with technology-based healthcare or SaaS solutions.

Your Competencies

• Commercial Acumen & Portfolio Growth: A proven track record of maximizing account lifetime value by maintaining high client retention rates while systematically identifying and securing organic growth opportunities. Demonstrates a sophisticated approach to cross-selling and upselling additional InformedDNA solutions (such as new service lines or technology enhancements) by aligning them with evolving client needs, managing contract renewals, and successfully navigating statement of work (SOW) revisions.
• Communication Excellence: Exceptional verbal and written communication, presentation, and interpersonal skills, with the ability to confidently articulate complex clinical and technical genomics concepts into clear business value to Executive Teams.
• Market Knowledge: Deep understanding of the evolving healthcare landscape, including precision medicine, genomics, value-based care models, or reimbursement trends.
• Analytical Problem-Solving: Strong ability to interpret data, track key account performance metrics, and translate data into actionable insights for both clients and internal leadership.
• Agility & Drive: Comfort operating in a fast-paced, growth-oriented environment, with the ability to organize and manage multiple competing priorities independently or collaboratively.
• Travel: Ability to travel as needed to build client relationships and attend industry events.

REPORTS TO:

Chief Commercial Officer

JOB CATEGORY:

Customer Success; Exempt; Full-time

PRIMARY LOCATION:

Remote work; anywhere in the U.S.