Senior Account Director

Job Summary

The Senior Account Director is responsible for leading Cisive's largest, most strategic, and highest-profile enterprise client relationships. Serving as the primary executive advisor and trusted partner for key accounts, this role drives client retention, revenue growth, operational excellence, and long-term strategic alignment. The Senior Account Director partners closely with executive stakeholders, internal leadership teams, and cross-functional departments to develop and execute client strategies that maximize program performance, customer satisfaction, and business value.

This position serves as a senior escalation point for complex client matters, provides mentorship and guidance to Account Directors and Client Services teams, and plays a key role in advancing Cisive's strategic objectives through consultative client engagement, contract expansion, and executive relationship management.

Success in this role requires exceptional leadership, executive presence, strategic planning capabilities, commercial acumen, and the ability to influence outcomes across multiple internal and external stakeholders.

Duties and Responsibilities

• Lead and manage a portfolio of Cisive's largest and most complex strategic enterprise accounts, ensuring high levels of client satisfaction, retention, and revenue growth.
• Serve as the executive-level point of contact and trusted advisor for key client stakeholders, including C-suite and senior leadership teams.
• Develop and execute strategic account plans aligned with client business objectives and Cisive's growth initiatives.
• Foster long-term partnerships through proactive engagement, executive business reviews, and consultative solution recommendations.
• Identify, develop, and close upsell, cross-sell, and expansion opportunities within assigned accounts.
• Partner with Sales, Product, Operations, Compliance, IT, and Client Services leadership to develop innovative solutions that meet evolving client needs.
• Provide leadership and guidance to Account Directors, Account Managers, and Client Services teams supporting assigned accounts.
• Manage and oversee the successful execution of large-scale strategic initiatives, product implementations, integrations, and process improvements.
• Utilize required documentation and Salesforce Queue Policy processes to clearly communicate specification changes, client requirements, enhancements, and technology initiatives.
• Oversee and monitor strategic IT projects, product enhancements, integrations, and implementation initiatives through Salesforce and other project management platforms.
• Establish and maintain executive governance frameworks, including recurring strategic business reviews, performance reviews, and future-state roadmap discussions.
• Conduct comprehensive annual account reviews that include program assessments, specification audits, operational efficiencies, growth opportunities, SLA compliance, risk analysis, and strategic recommendations.
• Prepare and deliver Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic presentations to senior client stakeholders.
• Analyze account performance metrics, trends, and business outcomes to identify opportunities for optimization and continuous improvement.
• Ensure all client documentation, specifications, process workflows, contracts, fee schedules, and account records are maintained accurately and consistently.
• Monitor adherence to client Service Level Agreements (SLAs), contractual obligations, and performance expectations.
• Lead critical issue resolution and serve as the senior escalation point for client concerns.
• Partner with Finance, Legal, and Sales leadership on contract negotiations, renewals, pricing strategies, and commercial discussions.
• Develop remediation and action plans when performance expectations are not met.
• Provide regular reporting, business analysis, and account updates to internal leadership.
• Support strategic initiatives, acquisitions, product launches, and organizational growth efforts as assigned.
• Perform other duties as assigned.

Minimum Qualifications

• High School Diploma or equivalent required.
• Bachelor's degree in Business, Communications, Marketing, Healthcare Administration, or related field preferred.
• 10-15 years of progressive experience in strategic account management, enterprise client management, customer success, consulting, or related client-facing leadership roles.
• Healthcare, background screening, workforce solutions, HR technology, or regulated services industry experience strongly preferred.
• Demonstrated success managing large enterprise and strategic client relationships with significant annual revenue responsibility.
• Proven experience partnering with executive leadership and influencing decision-making at senior organizational levels.
• Extensive experience leading complex business initiatives, implementations, and cross-functional projects.
• Strong consultative selling, negotiation, business development, and relationship management skills.
• Exceptional executive presentation, communication, and interpersonal skills.
• Demonstrated ability to identify growth opportunities and drive account expansion.
• Strong analytical, critical thinking, and problem-solving capabilities.
• Excellent organizational and project management skills with the ability to manage multiple priorities simultaneously.
• High degree of professionalism, accountability, and business acumen.
• Advanced proficiency with Microsoft Office Suite, Google Workspace, Salesforce, reporting tools, and project management platforms.

Preferred Qualifications

• Experience managing healthcare system, hospital, payer, life sciences, or other highly regulated enterprise accounts.
• Experience mentoring or providing leadership to account management teams.
• Experience conducting executive-level business reviews and strategic planning sessions.
• Knowledge of background screening, workforce compliance, credentialing, verifications, or risk management solutions.

Working Conditions

This job operates in a professional office environment or remotely. This role routinely uses general office equipment and technology platforms and may require periodic travel to client locations, conferences, and company meetings.

Physical Requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Constantly operates computer, keyboard, phone, and other office equipment.
• Ability to remain in a stationary position for extended periods.
• Ability to occasionally move objects up to 10 lbs.
• Ability to travel as business needs require.

Direct Reports

None;