ABOUT THE ROLE

Position Summary

The Director, Account Management is a key leadership position responsible for executing the operational strategy, driving retention, and accelerating revenue growth within InformedDNA’s portfolio of clients. Balancing direct account leadership with team development, this role will manage a team of account professionals while serving as a trusted advisor to high-value customers (including brokers, employers, health systems, etc). The Director ensures seamless solution adoption, exceptional client satisfaction, and the continuous expansion of InformedDNA’s solutions across the healthcare ecosystem. 

Essential Functions

Strategic Account Leadership & Growth

Drive Revenue & Expansion:

• Own the entire account management function for the organization, across all books of business and market segments.

• Personally manage and oversee a portfolio of strategic enterprise accounts, identifying and executing up-sell, cross-sell, and expansion opportunities to exceed growth targets.



• Work closely with clinical and technical subject matter experts in a matrixed organization

• Retention & Renewals:

  Lead the end-to-end contract renewal process, partnering cross-functionally with Sales, Legal, and Finance to optimize MSA/SOW revisions and addendums.

Team Leadership & Development

• People Management:

  Recruit, mentor, and manage a high-performing team of account management professionals, fostering a culture of accountability, collaboration, and continuous improvement.

• Performance & Enablement:

  Set clear performance expectations, deliver regular coaching/feedback, and implement training programs to elevate strategic account management and value articulation capabilities.

Relationship Management & Advocacy

• Trusted Advisor Status:

  Cultivate and maintain strong, productive relationships with executive-level client stakeholders across assigned verticals.

• Voice of the Customer:

  Act as a fierce client advocate internally, translating customer insights, sentiment, and feedback into actionable operational and service delivery enhancements.

• Escalation Management:

  Serve as a key escalation point for complex client issues, performing root-cause analyses and coordinating internal resources to achieve rapid, systemic resolutions.

Cross-Functional Collaboration

• Internal Alignment:

  Partner closely with Sales, Marketing, Implementation, Clinical Operations, and Product teams to ensure seamless client onboarding, smooth transition workflows, and consistent service delivery.

• Process Optimization:

  Design, maintain, and implement standard operating procedures (SOPs) and playbooks to optimize internal cross-functional collaboration and scale the account management function.

ABOUT YOU

Your Education & Experience

Your Competencies

REPORTS TO:

Chief Commercial Officer

JOB CATEGORY:

Customer Success; Exempt; Full-time

PRIMARY LOCATION:

Remote work; anywhere in the U.S.

InformedDNA is an Equal Opportunity Employer. InformedDNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. InformedDNA complies with applicable state and local laws governing non-discrimination in employment.