Director of Account Management

Pay Range:

Please email HR_Talent_AcquisitionTeam@bcbsri.org if you are a candidate seeking a reasonable accommodation for the application and/or interview process.

At BCBSRI, our greatest resource is our people.

We come from varying backgrounds, different cultures, and unique experiences. We are hard-working, caring, and creative individuals who collaborate, support one another, and grow together. Passion, empathy, and understanding are at the forefront of everything we do—not just for our members, but for our employees as well.

We recognize that to do your best work, you have to be your best self.
It’s why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off. We provide tuition reimbursement and assist with student-loan repayment. We offer health, dental, and vision insurance as well as programs that support your mental health and well-being. We pay competitively, offer bonuses and investment plans, and are committed to growing and developing our employees.

Our culture is one of belonging.
We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where you’re at in the organization, you’re an integral part of our team and your input, thoughts, and ideas are valued.

Join others who value a workplace for all.
We appreciate and celebrate everything that makes us unique, from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders.

We’re dedicated to serving Rhode Islanders.
Our focus extends beyond providing access to high-quality, affordable, and equitable care. To further improve the health and well-being of our fellow Rhode Islanders, we regularly roll up our sleeves and get to work (literally) in communities all across the state—building homes, working in food pantries, revitalizing community centers, and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can, our associates receive additional paid time to volunteer.

Why this job matters:

Lead commercial account management function responsible for retaining and strengthening relationships with employer customers and their brokers and consultants. Direct a team of account management professionals serving fully insured and self-insured/ASC customers, with accountability for consistent execution of account management model, contractual and service commitments, renewal readiness, client education, performance reporting, issue resolution, and overall relationship. Establish clear portfolio standards, operating routines, service metrics, and escalation practices that enable account managers to deliver proactive, consultative, and differentiated client experience. Partner across Commercial Markets and enterprise functions to translate client needs and goals into coordinated action and measurable retention and satisfaction outcomes.

What you will do:

• Provide leadership, direction, and technical guidance to commercial account management team. Establish goals and accountabilities; assign and balance client portfolios; review performance; deliver coaching and feedback; support professional development; and build team capacity, collaboration, and succession readiness.
• Own and improve commercial account management strategy, service model, operating standards, and governance. Define expectations for client engagement, account planning, documentation, renewal preparation, reporting, relationship coverage, and escalation management across fully insured and self-insured/ASC accounts.
• Ensure account managers deliver contractual and client commitments accurately and on time. Monitor service performance, account activity, renewal readiness, benefit and administrative changes, reporting commitments, performance guarantees, and follow-up actions; intervene when performance or retention risk requires leadership attention.
• Build and maintain effective relationships with employer decisionmakers and brokers and consultants. Participate in strategic account reviews, renewal discussions, and high-priority client meetings; provide executive-level support for complex issues; and ensure critical relationship, service, and retention risks are visible and actively managed.
• Lead client issue escalation and resolution. Coordinate internal partners, clarify ownership and timelines, communicate effectively with customers and brokers, identify root causes, and ensure sustainable corrective action. Use recurring issues and client feedback to improve processes, accountability, and customer experience.
• Establish account management dashboards, portfolio reviews, and performance routines that measure retention, satisfaction, service delivery, contractual commitments, issue trends, product and program engagement, and account health. Use data and market feedback to identify risks, prioritize interventions, and recommend improvements.
• Partner closely with the Head of Sales and Retention and individual account executives to align account strategy, renewal priorities, relationship coverage, and coordinate delivery against each client’s needs and goals. Engage Underwriting, Product, Clinical, Pharmacy, Operations, Finance, Legal, Compliance, and other functions to support client education, product and program adoption, account-level changes, and delivery of BCBSRI’s value proposition, while maintaining the account manager as the primary coordinator of the ongoing client relationship.
• Represent the voice of the customer in commercial planning and continuous improvement efforts. Maintain knowledge of commercial products, funding arrangements, health care trends, regulatory requirements, and market dynamics; translate customer and broker insights into actionable recommendations.
• Perform other duties as assigned.

What you need to succeed:

• Bachelor’s degree in business administration, marketing, health care administration, or a related field; or an equivalent combination of education and experience.
• Seven or more years’ experience in health insurance, employee benefits, account management, client service, or related field.
• Demonstrated experience leading teams, complex cross-functional work, or significant client portfolios. Prior formal people-management experience is preferred but not required.
• Demonstrated experience managing complex employer, broker, or consultant relationships and resolving high-impact service or operational issues.
• Strong knowledge of commercial health insurance, employee benefits, funding arrangements, and the needs of employer customers and brokers and consultants.
• Ability to lead and develop a sizeable team, establish clear expectations, manage performance, and create accountability through others.
• Strong customer focus, judgment, executive presence, and ability to manage sensitive issues and competing priorities.
• Ability to build trusted relationships, influence without direct authority, and coordinate complex work across multiple functions.
• Strong analytical skills and ability to use account, service, retention, and performance data to identify risk and guide action.
• Excellent problem-solving, negotiation, facilitation, decision-making, and conflict-resolution skills.
• Excellent verbal and written communication and presentation skills, including the ability to convey complex information clearly to clients, brokers, senior leaders, and internal partners.
• Strong organization, planning, delegation, and follow-through, with the ability to navigate ambiguity and manage multiple priorities.
• Proficiency with Microsoft Word, Excel, PowerPoint, customer relationship management systems, and other relevant reporting and collaboration tools.

The extras:

• Experience supporting both fully insured and self-insured/ASC employer accounts.
• Experience with account planning, renewals, contractual commitments, performance guarantees, client reporting, and retention strategy.
• Experience coaching or mentoring others and establishing operating standards, performance routines, or service metrics.
• Health insurance, employee benefits, or related professional certification.

Location:
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

• In-office: onsite 5 days per week
• Hybrid: onsite 2-4 days per week
• Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia
  

Our culture of belonging at Blue Cross & Blue Shield of Rhode Island (BCBSRI) is at the core of all we do, and it strengthens our ability to meet the challenges of today’s healthcare industry. BCBSRI is an equal opportunity employer.

The law requires an employer to post notices describing the Federal laws. Please visit  www.eeoc.gov/know-your-rights-workplace-discrimination-illegal to view the "Know Your Rights" poster.

Why work here?

At BCBSRI, our greatest resource is our people.

We come from varying backgrounds, different cultures, and unique experiences. We are hard-working, caring, and creative individuals who collaborate, support one another, and grow together. Passion, empathy, and understanding are at the forefront of everything we do—not just for our members, but for our employees as well.

We recognize that to do your best work, you have to be your best self.
It’s why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off. We provide tuition reimbursement and assist with student-loan repayment. We offer health, dental, and vision insurance as well as programs that support your mental health and well-being. We pay competitively, offer bonuses and investment plans, and are committed to growing and developing our employees.

Our culture is one of belonging.
We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where you’re at in the organization, you’re an integral part of our team and your input, thoughts, and ideas are valued.

Join others who value a workplace for all.
We appreciate and celebrate everything that makes us unique, from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders.

We’re dedicated to serving Rhode Islanders.
Our focus extends beyond providing access to high-quality, affordable, and equitable care. To further improve the health and well-being of our fellow Rhode Islanders, we regularly roll up our sleeves and get to work (literally) in communities all across the state—building homes, working in food pantries, revitalizing community centers, and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can, our associates receive additional paid time to volunteer.

Location:
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

• In-office: onsite 5 days per week
• Hybrid: onsite 2-4 days per week
• Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia

Our culture of belonging at Blue Cross & Blue Shield of Rhode Island (BCBSRI) is at the core of all we do, and it strengthens our ability to meet the challenges of today’s healthcare industry. BCBSRI is an equal opportunity employer.

The law requires an employer to post notices describing the Federal laws. Please visit  www.eeoc.gov/know-your-rights-workplace-discrimination-illegal to view the "Know Your Rights" poster.