Senior account director

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Our Values

• Integrity First: We uphold the highest ethical standards in everything we do.
• Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
• Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
• Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
• Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.

Job Summary

The Senior Account Director is responsible for leading Cisive's largest, most strategic, and highest-profile enterprise client relationships. Serving as the primary executive advisor and trusted partner for key accounts, this role drives client retention, revenue growth, operational excellence, and long-term strategic alignment. The Senior Account Director partners closely with executive stakeholders, internal leadership teams, and cross-functional departments to develop and execute client strategies that maximize program performance, customer satisfaction, and business value.

This position serves as a senior escalation point for complex client matters, provides mentorship and guidance to Account Directors and Client Services teams, and plays a key role in advancing Cisive's strategic objectives through consultative client engagement, contract expansion, and executive relationship management.

Duties and Responsibilities

• Lead and manage a portfolio of Cisive's largest and most complex strategic enterprise accounts, ensuring high levels of client satisfaction, retention, and revenue growth.
• Serve as the executive-level point of contact and trusted advisor for key client stakeholders, including C-suite and senior leadership teams.
• Develop and execute strategic account plans aligned with client business objectives and Cisive's growth initiatives.
• Foster long-term partnerships through proactive engagement, executive business reviews, and consultative solution recommendations.
• Identify, develop, and close upsell, cross-sell, and expansion opportunities within assigned accounts.
• Partner with Sales, Product, Operations, Compliance, IT, and Client Services leadership to develop innovative solutions that meet evolving client needs.
• Provide leadership and guidance to Account Directors, Account Managers, and Client Services teams supporting assigned accounts.
• Manage and oversee the successful execution of large-scale strategic initiatives, product implementations, integrations, and process improvements.
• Utilize required documentation and Salesforce Queue Policy processes to clearly communicate specification changes, client requirements, enhancements, and technology initiatives.
• Oversee and monitor strategic IT projects, product enhancements, integrations, and implementation initiatives through Salesforce and other project management platforms.
• Establish and maintain executive governance frameworks, including recurring strategic business reviews, performance reviews, and future-state roadmap discussions.
• Conduct comprehensive annual account reviews that include program assessments, specification audits, operational efficiencies, growth opportunities, SLA compliance, risk analysis, and strategic recommendations.
• Prepare and deliver Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic presentations to senior client stakeholders.
• Analyze account performance metrics, trends, and business outcomes to identify opportunities for optimization and continuous improvement.
• Ensure all client documentation, specifications, process workflows, contracts, fee schedules, and account records are maintained accurately and consistently.
• Monitor adherence to client Service Level Agreements (SLAs), contractual obligations, and performance expectations.
• Lead critical issue resolution and serve as the senior escalation point for client concerns.
• Partner with Finance, Legal, and Sales leadership on contract negotiations, renewals, pricing strategies, and commercial discussions.
• Develop remediation and action plans when performance expectations are not met.
• Provide regular reporting, business analysis, and account updates to internal leadership.
• Support strategic initiatives, acquisitions, product launches, and organizational growth efforts as assigned.
• Perform other duties as assigned.

Minimum Qualifications

• High School Diploma or equivalent required.
• Bachelor's degree in Business, Communications, Marketing, Healthcare Administration, or related field preferred.
• 10-15 years of progressive experience in strategic account management, enterprise client management, customer success, consulting, or related client-facing leadership roles.
• Healthcare, background screening, workforce solutions, HR technology, or regulated services industry experience strongly preferred.
• Demonstrated success managing large enterprise and strategic client relationships with significant annual revenue responsibility.
• Proven experience partnering with executive leadership and influencing decision-making at senior organizational levels.
• Extensive experience leading complex business initiatives, implementations, and cross-functional projects.
• Strong consultative selling, negotiation, business development, and relationship management skills.
• Exceptional executive presentation, communication, and interpersonal skills.
• Demonstrated ability to identify growth opportunities and drive account expansion.
• Strong analytical, critical thinking, and problem-solving capabilities.
• Excellent organizational and project management skills with the ability to manage multiple priorities simultaneously.
• High degree of professionalism, accountability, and business acumen.
• Advanced proficiency with Microsoft Office Suite, Google Workspace, Salesforce, reporting tools, and project management platforms.

Preferred Qualifications

• Experience managing healthcare system, hospital, payer, life sciences, or other highly regulated enterprise accounts.
• Experience mentoring or providing leadership to account management teams.
• Experience conducting executive-level business reviews and strategic planning sessions.
• Knowledge of background screening, workforce compliance, credentialing, verifications, or risk management solutions.

Working Conditions

This job operates in a professional office environment or remotely. This role routinely uses general office equipment and technology platforms and may require periodic travel to client locations, conferences, and company meetings.

Physical Requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Constantly operates computer, keyboard, phone, and other office equipment.
• Ability to remain in a stationary position for extended periods.
• Ability to occasionally move objects up to 10 lbs.
• Ability to travel as business needs require.

Direct Reports

None;