Position Overview

The Director of Account Management is responsible for driving revenue growth through upselling and cross-selling opportunities, strengthening client partnerships, and ensuring client needs are translated into future service and product enhancements. This role serves as the strategic bridge between clients and internal teams, ensuring long-term retention, satisfaction, and expansion across accounts.

Key Responsibilities

• Revenue Growth & Expansion
  
  • Own and deliver on upsell and cross-sell revenue targets across assigned accounts.
    
  • Identify and develop new business opportunities within existing client relationships.
    
  • Partner with clinical, sales, and product teams to create tailored solutions that address client needs.
    
• Client Relationship Management
  
  • Build and nurture senior-level client relationships to strengthen partnerships and increase client loyalty. This is done in partnership with myLaurel’s Client Success Leaders.
    
  • Lead, in collaboration with Client Success Leaders, regular check-ins and executive business reviews to ensure alignment on value delivered and future opportunities.
    
• Strategic Account Leadership
  
  • Develop account plans and growth strategies for key clients.
    
  • Translate client feedback and market insights into actionable recommendations for product and service enhancements.
    
  • Influence internal stakeholders (product, operations, clinical, marketing, etc.) to deliver against client expectations.
    
• Team Leadership
  
  • Establish best practices, processes, and playbooks for account growth and retention.
    
  • Foster a culture of client-first thinking and continuous improvement.
    

Qualifications

• Bachelor’s degree in business, marketing, healthcare administration, or related field (MBA preferred).
  
• 8+ years of experience in account management, client success, or business development.
  
• Proven track record of achieving upsell/cross-sell revenue goals and expanding strategic accounts.
  
• Exceptional communication, presentation, and relationship-building skills at the executive level.
  
• Strong business acumen with the ability to translate client needs into product/service opportunities.
  
• Experience managing and developing high-performing teams.
  

Success Metrics

• Achievement of upsell/cross-sell revenue targets.
  
• Client retention and satisfaction scores (NPS)
  
• Growth of strategic accounts (expansion revenue, share of wallet).