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About the Role

The Sr. Director of Account Management is a newly established position at Little Otter, playing a pivotal role in the company’s growth. This leader will be responsible for formulating and executing the growth strategy for several of our top clients, partnering closely with them while collaborating extensively across all levels of the Little Otter organization.

As a commercial leader, you will need to be a strategic thinker with a solutions-oriented mindset, adept at identifying client needs and developing compelling solutions. Your passion for enhancing client partnerships through win-win engagements is essential. Building deep, lasting relationships with key client leaders and stakeholders is critical for identifying organic growth opportunities as well as lateral expansions into new areas. Additionally, leveraging relationships with Little Otter’s executive leaders to foster senior-level connections with clients is essential.

In this role, you will oversee account launches, ensure successful implementations, and drive ongoing client growth and satisfaction. You will develop and execute strategies to enhance client relationships, optimize project management, and deliver exceptional service.

Key Responsibilities

• Account Launch & Implementation: Ensure successful client launches with clear plans and cross-functional alignment. Manage the implementation process through proactive planning, effective project management, and consistent communication.
• Project Management: Provide detailed project management for each client, ensuring clarity on tasks and responsibilities among stakeholders. Monitor progress and address issues to keep projects on track.
• Strategic Account Leadership: Develop and implement an overall Account Management strategy for key clients and partners, aligning with company objectives and market trends.
• Client Relationship Management: Serve as the primary contact for key accounts, fostering strong relationships and ensuring proactive communication and exceptional service delivery. Collaborate with cross-functional teams to address and resolve client issues.
• Growth and Retention: Identify and pursue opportunities for upselling and cross-selling to expand business with existing clients. Develop and execute strategies to drive retention and revenue growth.
• Performance Tracking and Reporting: Define operational metrics and establish regular business reviews. Analyze performance data to inform decision-making and optimize account management practices.
• Client Insights and Feedback: Capture and leverage actionable insights from clients to drive product and service enhancements, communicating needs and feedback to senior leadership and product teams.
• Strategic Partnerships: Build and nurture relationships with key stakeholders, including decision-makers and consultants, developing engagement strategies that support mutual growth objectives.
  
  

Who You Are

• Growth-Oriented: Develop strategic growth plans for named priority clients, leveraging all capabilities across Little Otter.
• Relationship Builder: As the primary client relationship owner, you will cultivate senior-level relationships and networks, ensuring the success of existing client partnerships.
• Healthcare Expertise: Extensive experience in the healthcare industry, with a comprehensive understanding of trends and regulatory changes. Experience with health plans, healthcare systems, and providers is essential.
• Strategic Thinker: Ability to develop and execute detailed account plans throughout the partnership lifecycle, demonstrating success in managing large accounts and achieving growth objectives.
• Effective Communicator: Strong verbal and written communication skills, with the ability to influence and build relationships with stakeholders at all levels.
• Cross-Functional Leader: Collaborate with Little Otter leadership and departmental teams to strategize, identify, pursue, and convert business opportunities for optimal growth and account success.
• Analytical Mindset: Proficient in leveraging data and analytics for decision-making and optimizing account management performance, with experience in CRM software (e.g., Salesforce) preferred.
• Project Management Pro: Proven track record in managing complex projects, ensuring successful implementation and alignment across teams.

Minimum Qualifications

• 7+ years of relevant experience in account management or client services roles, with a strong focus on the healthcare or digital health sectors.
• 5+ years in a senior account management role, with a proven record in managing large accounts and driving revenue growth.
• Experience in mental health care and digital health, particularly with health plans, healthcare providers/systems, and strategic partners.
• Experience with health plans, healthcare systems/provider networks, and strategic partners is highly desirable.
• Ability to develop and execute detailed account plans throughout the account relationship to achieve growth goals.
• Strong understanding of the client market environment and associated capabilities/services.
• Excellent communication and negotiation skills, with the ability to build relationships and influence stakeholders at all levels.
• Willingness to travel 20-40% of the time.

Preferred Qualifications

• Familiarity with tools such as Salesforce, ZoomInfo, HubSpot, and Notion.

What We Offer:

• $130,000 - $160,000
• A Flexible Time Off Policy (take what you need)
• 12 Company Holidays and a company close-down for the last week of December
• Flexible remote work environment
• Comprehensive benefits package, including health, dental, and retirement plans
• Opportunities for professional development and growth
• A supportive and inclusive culture committed to making a difference in behavioral health

This role requires a strategic leader capable of driving account success and fostering strong partnerships in a complex healthcare landscape. If you are passionate about account management and delivering impactful solutions, we invite you to apply.