Director, Account Management – West/Mid-West

Position Summary

The Director, Account Management – West/Midwest leads regional post-sale revenue performance, retention, and expansion across the customer base, directly impacting predictable growth, customer lifetime value, and enterprise trust. This role owns strategy, operating cadence, and leader development, ensuring disciplined execution, accurate forecasting, and compliant delivery. Leveraging AI-driven insights, the leader scales prioritization, decision quality, and operational consistency within a highly regulated 503A/503B environment.

Success requires strong strategic thinking, rigorous execution, and learning agility to navigate complexity, elevate standards, and deliver scalable performance while strengthening cross-functional collaboration and repeatable systems.

Responsibilities

• Revenue Ownership: Drive regional retention and expansion through AI-enabled account strategies, pricing optimization, forecasting discipline, and risk mitigation.
• Growth Strategy: Develop scalable expansion frameworks using segmentation, opportunity scoring, and customer insights.
• Forecast Accuracy: Build forecasting systems with analytics, dashboards, and standardized inspection cadences.
• Leader Development: Coach and scale high-performing managers through structured development plans and AI-supported insights.
• Performance Management: Establish accountability, optimize productivity, and improve decision-making through data-backed interventions.
• Talent Strategy: Lead hiring, succession planning, and workforce development initiatives.
• Executive Engagement: Manage senior-level customer relationships, negotiations, escalations, and strategic conversations.
• Value Delivery: Ensure consistent execution of customer commitments through planning, communication, and service monitoring.
• Retention Strategy: Design predictive retention programs leveraging analytics, health scoring, and engagement models.
• Process Optimization: Standardize workflows using AI-enabled automation, playbooks, and performance metrics.
• Cross-Functional Collaboration: Coordinate with Operations, Quality, Finance, Legal, and Sales to ensure seamless account execution.
• Risk Management: Embed compliance and contractual safeguards into account activities.
• Data Utilization: Use AI and analytics to improve decision-making and operational outcomes.
• System Scaling: Build scalable governance models, frameworks, and operational systems.
• Continuous Improvement: Promote innovation, experimentation, and process refinement to sustain operational excellence.

Knowledge and Skills

• Advanced proficiency in CRM platforms, forecasting tools, and AI-driven analytics.
• Strong leadership experience in building and scaling high-performing teams.
• Deep understanding of compliance, risk management, and regulated business environments.
• Strong communication, executive presence, and strategic thinking skills.

Experience and Qualifications

• 10 to 15 years of experience in account management, customer success, or post-sale commercial leadership.
• 1 to 2 years of experience leading leaders or managers.
• Proven success improving retention and expansion in regulated or complex industries.
• Healthcare or life sciences industry experience preferred.
• Bachelor’s degree required or equivalent experience considered.

Key Competencies

• Customer Focus
• Strategic AI
• Optimizes Work Processes
• Collaboration
• Resourcefulness
• Manages Complexity
• Ensures Accountability
• Situational Adaptability
• Communicates Effectively

Values

• People
• Quality
• Service
• Innovation

Employee Benefits, Health and Wellness

Comprehensive benefits include medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications.

Physical Requirements

Employees are required to communicate effectively, remain stationary for extended periods, use office productivity devices, move throughout the office and corporate campus, and perform physical activities such as standing, walking, reaching, balancing, stooping, kneeling, crouching, or crawling.