EH&B Director of Account Management, Dallas

Description

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
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
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
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
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
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

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
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

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