Director Account Management

Paradigm; Tampa, Northern (FL, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Paradigm is seeking a full-time, remote Director of Account Management responsible for implementing and managing National accounts, developing and delivering analytics, and fostering partnerships across product lines.

You will manage daily client interactions, build relationships at senior levels, collaborate with analytics, and drive revenue growth while ensuring HIPAA and SOC2 compliance.

Qualifications

• Bachelor’s degree from an accredited institution.
• 3–5 years of customer service/account management experience.
• Experience in insurance or health care industry preferred.
• Ability to develop and foster client relationships.
• Strong written, verbal and listening communication skills.
• Ability to manage multiple projects independently.
• Proficient in Microsoft Word, Excel, PowerPoint, and Visio.

Responsibilities

• Serve as primary contact for assigned accounts and manage services.
• Build lasting relationships with senior client stakeholders.
• Collaborate on client projects, communications, and stewardship.
• Analyze client requirements and update protocols as implementations progress.
• Collaborate with Analytics to develop reporting metrics.
• Set up account strategy meetings to improve retention.
• Ensure HIPAA and SOC 2 compliance when handling PHI.
• Travel for meetings, training, or business activities.
• Utilize AI tools to support day-to-day tasks and improve output.

Skills

Customer service

Account management

Relationship building

Communication

Time management

Team collaboration

Education

Bachelor’s degree

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Visio

Job description

We are seeking a full-time, remote Director of Account Management. The Director of Account Management will be responsible for implementing and managing National accounts. They will be responsible for developing, executing and fostering a collaborative business partnership between customers and Paradigm that delivers high customer service across multiple product lines. Responsible for daily client interaction, responding to client questions and inquiries. In addition, this role will be responsible for the creation and dissemination of ongoing analytics to clients which will reflect program performance.

RESPONSIBILITIES:

• Serve as primary communication contact for all assigned accounts and provide thorough and professional account services. Act as a liaison for internal and external communications with clients on day-to-day questions.
• Build lasting customer relationships at multiple levels of the client organization, particularly with senior claims, product, divisional managers, and contacts who have influence or authority over purchasing decisions.
• Collaborate and contribute to projects associated with clients, including but not limited to management of internal and external communications, stewardship support and other customer maintenance urgencies.
• Analyze all new and current client requirements to ensure accuracy. Update client protocols and shared company files structures as account implementations progress.
• Collaborate with our clients to establish goals, track client performance in comparison with those goals and identify overall trends.
• Collaborate with the Analytics team to develop, create and maintain internal and external reporting metrics.
• Set up account strategy meetings with manager and other key stakeholders that will increase the success of account retention and expansion.
• Maintain a strong understanding of customers’ initiatives, in order to keep strategic focus in line with those goals.
• Understand the competitive landscape and how it involves the account.
• Achieve superior customer satisfaction through the scheduling of quarterly, bi-annual, or annual stewardship meetings based on each account.
• Be responsible for meeting company revenue plan goals set annually, developing maintaining and expanding revenue and product offerings for each assigned account.
• Provide written reports and/or paperwork required by his/her supervisor, necessary for efficient organization of his/her time and record keeping purposes of his/her contacts.
• Understand and comply with all HIPAA and SOC2 requirements necessary in working with designated PHI.
• Support others within the organization as necessary to increase overall revenue.
• Maintain reliable and predictable attendance during scheduled work hours or core business hours.
• Travel for meetings, training, or business-related activities.
• Utilizes AI tools to support day-to-day tasks, improve efficiency, and enhance output quality. Adopts new technologies as trained and applies them in alignment with established processes and guidelines.
• Demonstrates a customer-first mindset by developing a broad and deep (where appropriate) understanding of Paradigm organization, products, operations, and customers. Prioritizes collaboration to meet customer needs and expectations and takes personal accountability for service quality.

QUALIFICATIONS:

• Education: Bachelor’s degree from an accredited educational institution.
• Experience: Three to five years customer service/account management experience at a minimum. Three years related experience in insurance or a health care environment preferred. Strong working knowledge of the workers compensation industry.
• Ability to develop and foster relationships with external clients and partners.
• Customer/Client focus and the ability to work collaboratively.
• Ability to work independently and manage/prioritize multiple projects.
• Excellent written, verbal and listening communication skills.
• Strong team orientation and the ability to work with a variety of people.
• Proven ability to develop and foster relationships within organizations.
• Analytic and Technical Capabilities: a high-level of proficiency in Microsoft suite of programs (Word, Excel, PowerPoint, and Visio).