Senior Director, Strategic Accounts

Position Overview

The Senior 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. May serve as the primary point of contact for assigned strategic partners and will be the subject matter expert on both strategic accounts and overlapping Array Delivery Models.

Job Responsibilities

• Work to design and maintain high quality telepsychiatry programs for OnDemand Care services key partner organizations.
• Provide regular support and training on Key Account Management functions to the remote OnDemand Care services Partner Success Team
• Maintain and manage dual strategies of day-to-day account maintenance, revenue maximization, and strategic account growth
• Develop and maintain account growth processes, including demand forecasting, rate negotiation, and expansion of services.
• 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
• Work hand in hand with Medical/Clinical Leadership to bring a high touch clinical solution to 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, and support activities in existing tools, including Salesforce, Qgenda, Relias, and proprietary queuing and scheduling portal tools. As improvements are made, develop communication tools as appropriate to provide to partners in conjunction with the Partner Success Team.
• Develop and enforce practices and protocols to ensure that partner experiences are optimized
• Resolve high-level partner complaints and develop tactics and tools for systematic improvement and response to partners
• Support and enhance project plans for implementation of new contracts and supervise members of the OnDemand Care 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

• Remote Position
• Reporting to VP, Operations-On Demand

At Array we strongly value diversity and are committed to equal opportunity and non-discrimination in all policies and practices, including the area of employment.  We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, Veteran status, gender identity or expression, marital status, genetic information, or any other legally protected status.

EOE M/V/F/D