Director, Account Management

The Director of Account Management will be responsible for overseeing a team of Account Managers that manage our mid-market (100-500 lives) book of business. You will lead a team that is responsible for ensuring the overall success and retention of all clients within this market segment. You will be responsible for setting up scalable processes to drive great outcomes for our clients. The Director will work closely with the SVP of AM, other AM leaders and cross-functional leaders to drive Garner’s mission forward. This role will report to the SVP of Account Management.

Location: Remote with up to 25% travel

Responsibilities will include:

• Leading, coaching, and developing a team of account managers who ensure that Garner delivers an excellent client experience to our large market book of business
• Designing and building systems and processes that will continue to help the Garner AM team scale and grow 
• Hold team accountable for executing key workflows and meeting KPIs to support our clients
• Monitoring client health and other client success KPIs for your team and client segment.
• Developing and executing best practice standards and workflows to improve client satisfaction and engagement, ROI that drive retention.
• Ensuring your team is managing strong day to day broker and client relationships
• Communicating regularly with both key decision makers as well as our key broker partners to understand the ongoing needs 
• Collaborating with product, sales, and member services teams to ensure that client’s engagement goals are met and client is satisfied with Garner’s service
• Ability to travel up to 25% of the time

Ideal candidate has:

• 5+ years of experience managing and growing a high-performing B2B account management org and delivering impactful results year over year in the healthcare and benefits industry
• Demonstrated experience supporting clients to increase engagement and maximize the value of a SaaS solution
• Passion for delivering an excellent client experience and strives to deliver high-quality work
• A strong ability to think systematically and design operational processes 
• Excellent communication and presentation skills
• A self-starter mindset with the ability to work in an ambiguous, rapidly evolving, and fast-paced startup environment with notable upside
• Proven ability to build strong relationships with clients and brokers in the health and welfare space
• A desire to be a part of our mission to improve the healthcare system

What we look for at Garner:

• Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
• Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them. 
• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way. 

The target salary range for this position is: $125,000 - $160,000. This position is also commission eligible. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans.