Director, National Accounts - East

Leads the development and implementation of highly advanced sales and retention strategies for health insurance or workers compensation accounts. Evangelizes the use of resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to meet competitive revenue and growth targets. with customers, consultants, brokers, and/or channel partners, including providing information and product knowledge, and orchestrates the resolution of customer concerns. Provides high-level oversight and coaching when needed to guide relationships with customer businesses and account strategies. Provides advanced recommendations to support health benefits strategy and offering. Leading team members to execute sales and renewals, including administration, negotiations, presentations, rate, product and benefits. Is accountable for Key Performance Indicators (KPIs) to drive the sustained growth and competitive position of KP in the market.

• Creates and advocates for developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works with leaders and employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; hires, trains, and develops talent for growth opportunities; strategically evaluates talent for succession planning; sets performance management guidelines and expectations across teams / units. Oversees implementation, adapts, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends; shares best practices within and across teams. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams; motivates teams to meet business objectives. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope; encourages development and consideration of options in decision making; fosters access to stakeholders.


• Manages designated units or teams by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed; partners with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies. Aligns team efforts; builds accountability for and measuring progress in achieving results; assumes responsibility for decision making; fosters direct reports to resolve escalated issues as appropriate. Communicates goals and objectives; incorporates resources, costs, and forecasts into team and unit plans; ensures matrixed resources are fulfilling service or performance requirements across reporting lines. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams and units to operate in alignment with operational and business objectives.


• Manages experience customer and market turnaround by: providing high-level guidance and oversight for team member communications with customers, consultants, brokers, and/or channels for contract, benefit/service, and renewal activities and resolve escalations when needed; sharing highly advanced product knowledge with team members to educate customers, consultants, brokers, and/or channel partners, resolving any questions or concerns; leading teams to build expertise in prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer goals; leading team partnerships with engagement team/specialist to coordinate engagement programs (e.g., member wellness); and providing high-level guidance and oversight to teams providing accurate information including recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs.


• Demonstrates commitment to KP sales and retention goals by: leading the team to meet or exceed challenging targets for retention and growth for accounts in the Book of Business; providing high-level oversight of team members progress on Key Performance Indicators (KPIs) and maintenance of Customer Relationship Management (CRM) platform; and leading the team in alignment with the sustained growth and competitive position of KP in the market.


• Contributes to the execution of sales and renewals by: leading the broad strategy for RFR processes, troubleshooting and resolving escalations when necessary; providing high-level oversight for team members sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; leading teams across functions and/or organizations to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and providing high-level guidance and oversight across functions and/or organizations to implement highly advanced strategies for cross-sell and upsell opportunities to increase growth and retention.


• Supports internal and external communication by: providing high-level guidance to teams across functions and/or organizations to develop account strategy; orchestrating the flow of information across functions and/or organizations to advance the process of meeting deadlines and objectives; providing highly advanced recommendations to customer channels on all aspects of health benefits/services strategy and offering and leading team members to do the same; and representing the marketplace perspective to contribute to strategic direction and decision-making of senior leadership.