EH&B Director of Account Management, Dallas
Marsh McLennan, Dallas, Texas, United States, 75215
Employee Health & Benefits Director of Account Management
Location: Dallas Reports to: Regional Vice President of EH&B Client Experience Position Summary The Director of Account Management is responsible for the strategic leadership, development, and performance of the Account Management (AM) function across the practice. This role ensures consistency, quality, and scalability of account management work products while developing top talent through structured onboarding, ongoing coaching, and performance management. The Director partners closely with the Regional Vice President of Client Experience, Dallas Director of EH&B Client Services, Executive Team Leaders (ETLs), and Regional Learning & Development to support growth, elevate client experience, and create clear career paths for Account Managers. Key Responsibilities Develop and maintain the Account Manager job description and competency framework Interview, evaluate, and make hiring decisions with Account Manager candidates Lead and oversee onboarding for new Account Managers, ensuring a consistent and effective ramp-up experience Partner with Regional Learning & Development to create and execute structured learning plans for new hires Account Management Standards & Process Standardize Account Management work product, processes, and best practices across the practice Ensure consistency in client deliverables, communication, and service execution Continuously assess and refine AM processes to improve efficiency, quality, and scalability Coaching, Development & Performance Management Provide ongoing coaching and mentoring to Account Managers at all levels and tenure Conduct regular performance evaluations and feedback sessions Set accountability standards for participation in required and ongoing training Hold the team accountable for demonstrating technical knowledge, client acumen, and professional growth Perform ongoing skills and gap assessments to identify development opportunities Capacity & Workforce Management Evaluate and manage Account Manager capacity and workloads Partner with leadership to ensure appropriate staffing levels aligned to client needs and growth Identify risks related to workload imbalance or performance and proactively address them Leadership Collaboration & Strategic Partnership Work in tandem with the Regional VP of EH&B Client Experience and Executive Team Leads to assess growth opportunities and define clear promotion pathways for Account Managers Maintain strong, consistent communication with the Regional VP of EH&B Client Experience and ETLs regarding team performance, development progress, and needs from the field Meet regularly with ETLs and local leaders to understand evolving business and client requirements Training & Team Engagement Collaborate closely with Regional Training (Learning & Development) on ongoing curriculum and skill development Lead monthly Account Manager meetings focused on training, best practices, performance insights, and engagement Qualifications & Experience Bachelor's degree preferred; equivalent experience considered 8+ years of experience in account management, client services, or related leadership roles Proven experience leading, coaching, and developing high-performing teams Strong understanding of account management operations, workflows, and client service delivery Demonstrated ability to standardize processes and drive adoption across teams Core Competencies Leadership and people development Strong communication and executive presence Coaching, mentoring, and performance management Strategic thinking and problem solving Collaboration and cross-functional partnership Ability to influence without direct authority
Location: Dallas Reports to: Regional Vice President of EH&B Client Experience Position Summary The Director of Account Management is responsible for the strategic leadership, development, and performance of the Account Management (AM) function across the practice. This role ensures consistency, quality, and scalability of account management work products while developing top talent through structured onboarding, ongoing coaching, and performance management. The Director partners closely with the Regional Vice President of Client Experience, Dallas Director of EH&B Client Services, Executive Team Leaders (ETLs), and Regional Learning & Development to support growth, elevate client experience, and create clear career paths for Account Managers. Key Responsibilities Develop and maintain the Account Manager job description and competency framework Interview, evaluate, and make hiring decisions with Account Manager candidates Lead and oversee onboarding for new Account Managers, ensuring a consistent and effective ramp-up experience Partner with Regional Learning & Development to create and execute structured learning plans for new hires Account Management Standards & Process Standardize Account Management work product, processes, and best practices across the practice Ensure consistency in client deliverables, communication, and service execution Continuously assess and refine AM processes to improve efficiency, quality, and scalability Coaching, Development & Performance Management Provide ongoing coaching and mentoring to Account Managers at all levels and tenure Conduct regular performance evaluations and feedback sessions Set accountability standards for participation in required and ongoing training Hold the team accountable for demonstrating technical knowledge, client acumen, and professional growth Perform ongoing skills and gap assessments to identify development opportunities Capacity & Workforce Management Evaluate and manage Account Manager capacity and workloads Partner with leadership to ensure appropriate staffing levels aligned to client needs and growth Identify risks related to workload imbalance or performance and proactively address them Leadership Collaboration & Strategic Partnership Work in tandem with the Regional VP of EH&B Client Experience and Executive Team Leads to assess growth opportunities and define clear promotion pathways for Account Managers Maintain strong, consistent communication with the Regional VP of EH&B Client Experience and ETLs regarding team performance, development progress, and needs from the field Meet regularly with ETLs and local leaders to understand evolving business and client requirements Training & Team Engagement Collaborate closely with Regional Training (Learning & Development) on ongoing curriculum and skill development Lead monthly Account Manager meetings focused on training, best practices, performance insights, and engagement Qualifications & Experience Bachelor's degree preferred; equivalent experience considered 8+ years of experience in account management, client services, or related leadership roles Proven experience leading, coaching, and developing high-performing teams Strong understanding of account management operations, workflows, and client service delivery Demonstrated ability to standardize processes and drive adoption across teams Core Competencies Leadership and people development Strong communication and executive presence Coaching, mentoring, and performance management Strategic thinking and problem solving Collaboration and cross-functional partnership Ability to influence without direct authority