Director, Strategic Account Management

Position Overview

The Director of Strategic Account Management is responsible for managing partner relationships by supporting overall account strategy through regular program reviews, identifying areas for telehealth program improvement and expansion opportunities. Serve as the primary point of contact for assigned strategic partners and be the subject matter expert on both strategic accounts and overlapping Array Delivery Models. Array’s partners include hospitals, health systems, community mental health centers, correctional facilities, universities, insurance companies, employers and primary care facilities.

Job Responsibilities

• Work to design and maintain high quality telepsychiatry programs for Scheduled Care and OnDemand services key partner organizations.
• Provide regular support and training on Key Account Management functions to the team of remote Scheduled Care and OnDemand services Partner Success Managers
• Maintain and manage dual strategies of day-to-day account maintenance, revenue maximization, and strategic account growth
• Develop and maintain account growth and rate negotiation strategy
• Collaborate with Array Quality and Clinical teams to stay abreast of clinical and quality offerings and work to implement measurement-based care solutions with strategic partners
• Assist in Sales conversations and negotiations as needed
• Work with other departments on efforts to improve ongoing, proactive account management for strategic partners and cross delivery model sales
• Work with operations team members to oversee the successful roll out of new systems and processes including Salesforce, ArrayAccesss, and ArrayConnect as improvements are made
• Develop and enforce practices and protocols to ensure that consumers receive an optimal treatment experience
• Work hand in hand with Medical Leadership to bring a high touch clinical solution to partners
• Resolve high-level partner complaints
• Develop and manage project plans for implementation of new contracts and supervise members of the Scheduled Care and OnDemand Partner Success teams to implement and run services
• Collaborate with department heads to maintain aligned efforts in: sales, recruitment, marketing, medical affairs, quality, compliance, IT, product management, etc.
• All other duties as assigned

Job Requirements

• Bachelor’s degree in Health Services Administration, Business Administration, or another related field
• 10+ years’ Account Management experience with healthcare accounts of >$1M
• 5+ years’ experience managing a healthcare account management team
• Behavioral health expertise and experience strongly preferred
• Critical thinker with strong tactical, intuitive, reactive, and holistic decision-making skills
• Strong interpersonal skills with an emphasis on customer service and patient relations
• Flexible and able to function in a fast-paced environment
• Professional Demeanor

Logistics

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

EOE M/V/F/D