Strategic Account Management Director

MassMutual; Springfield (IL); Hybrid; USD 150,000 - 210,000; Full time

Job summary

MassMutual is seeking an Account Management Director in Life New Business at the Springfield hybrid office. The role leads a high-performing team, shapes the account management strategy, and partners with General Agents to ensure exceptional service delivery.

You will drive process improvements, oversee reporting, and champion a client-centric culture. Strong leadership, communication, and analytics are essential to advance MassMutual's objectives.

Qualifications

• Bachelor's degree required or equivalent experience in financial services
• Minimum 5 years financial services customer service experience
• Minimum 2 years in a people leader role or equivalent leadership position
• Proven ability to lead teams, develop strategy, and drive process improvements

Responsibilities

• Develop, implement, and refine the account management strategy to elevate service standards
• Lead, mentor, and grow a high-performing team of account managers
• Serve as leadership contact for General Agents and distribution partners
• Oversee delivery of best-in-class service and continuous process improvements
• Establish efficient processes, tools, and reporting to support high-quality service
• Analyze performance metrics and prepare regular reports to senior leadership
• Proactively resolve escalations and advocate for partner needs

Skills

Strategic leadership

Team management

Relationship stewardship

Service excellence

Operational oversight

Data-driven insights

Issue resolution

Advocacy and representation

Communication skills

Education

Bachelor's Degree

5+ years financial services customer service

7+ years customer service leadership

Job description

MassMutual is seeking an Account Management Director in Life New Business at the Springfield hybrid office. The role leads a high-performing team, shapes the account management strategy, and partners with General Agents to ensure exceptional service delivery.

You will drive process improvements, oversee reporting, and champion a client-centric culture. Strong leadership, communication, and analytics are essential to advance MassMutual's objectives.