Account Management Department Head

As the Account Manager Department Head (AM DH), the candidate will lead the Senior Account Managers (SAMs) and drive both operational efficiency and growth within the department. With expertise in both Business and Medical industries, the AM DH will apply strategic insights to improve processes, enhance performance, and ensure high client and virtual assistant (VA) retention. Strong skills in data analysis, decision-making, and people management are essential to standardize procedures, audit performance, and promote excellence across all levels, ensuring top-tier service for both internal and external customers at MMM.

RESPONSIBILITIES AND DUTIES

General:
Oversee Lead SAMs: Provide direct leadership to Lead SAMs, ensuring they are effectively managing the SAMs and AMs and are aligned with the department’s and company’s goals.
Strategic Alignment: Ensure Lead SAM, SAMs and AMs align with the overall vision, goals, and core values of the company.
Audit Lead SAM Performance: Conduct regular 1:1s and audits with Lead SAMs, focusing on coaching, feedback, and continuous improvement in their leadership and management of SAMs.
Lead SAM Oversight
Coaching and Development: Provide regular coaching sessions for Lead SAMs, evaluating their performance in managing SAMs, AMs and client relationships. Identify gaps and offer training to strengthen their skills.
1:1 Audits: Perform 1:1 performance audits with Lead SAMs to assess their effectiveness in meeting department objectives, and provide actionable feedback.
Monitor Escalations: Oversee Level 3 client escalations handled by Lead SAMs and ensure proper follow-up and resolution in collaboration with SAMs and AMs.
Process Improvement Initiatives: Lead process audits with Lead SAMs to identify and implement improvements in collaboration with other departments.
Performance Reviews: Review Lead SAMs’ weekly reports on AM performance, client account status, and any critical issues. Provide strategic direction as needed.
Conduct 1:1s per month for the Lead SAMs.
Client and Account Management
Oversee SAM-Client Relationships: Ensure SAMs are effectively maintaining and nurturing client relationships, facilitating growth and retention.
Strategize Account Growth: Collaborate with SAMs to promote growth opportunities for client accounts, such as add-ons, referrals, and retention strategies.
Task Prioritization: Guide SAMs in prioritizing tasks for AMs and ensure clarity in execution.

Policies and Procedures
Policy Enforcement: Ensure Lead SAMs are reinforcing department policies, procedures, and standards for SAMs and AMs.
Client and VA Management
Client Escalation Management: Oversee SAM-led client-VA onboarding, clinic workflow reviews, and ongoing support to address client needs.
Dispute Resolution: Oversee Lead SAMs in handling client-VA disputes, cancellations, and escalations, stepping in only when necessary.
Retention and Growth Strategies: Support SAMs in guiding AMs to develop retention strategies and foster client and VA satisfaction.

Departmental Reporting and Analysis
Weekly Reporting: Ensure Lead SAMs deliver comprehensive weekly reports summarizing key account highlights, performance metrics, and AM team progress.
Deep Dive Analysis: Lead deep dive analysis sessions on Department performance, identifying trends, addressing inconsistencies, and ensuring optimal outcomes.