Director, Account Management

Director, Account Management

About NaviNet:

As America’s largest real-time healthcare communications network, it is NaviNet’s mission to advance the efficiency and quality of care by delivering health plans, providers, patients and partners the advanced solutions, services and expertise needed to streamline business processes and drive industry-leading innovation.

About Our Product:

NaviNet provides web access to a wide array of custom healthcare transactions.  Our solution is used by over 800,000+ healthcare providers across the country.  The web site provides efficiencies and cost-savings to both our health plan customers and the offices that use our product by converting paper and telephone-based workflows to electronic workflows that are accessed easily within a browser.  In addition, NaviNet provides a number of value-add transactions with other healthcare software applications, such as care management, revenue cycle, and clinical systems.  NaviNet features encompass a spectrum – from those that are jointly developed with our customers and partners, to those that are a common part of the NaviNet offering and are developed entirely by our staff.  We maintain an extremely high level of customer and end user satisfaction by taking great means to ensure that our product meets our end users needs and truly makes the provider office more efficient.  Whether working closely with a customer to deliver a custom workflow, or with internal staff to deliver a value-add feature, you will be expected to provide a high quality product.

Position Purpose:

NaviNet has long-term contracts with large customer organizations; the Director, Account Management serves as central focal point for our largest customers to ensure NaviNet meets the customer’s contract and expectations and to ensure that NaviNet optimizes the customer’s value to the company.

Responsibilities:

Accountable for Outcomes/Results for Largest Customers:

• Overall financial results as per deal and per annual plan – Responsible for $8-10 million in annual revenues
• Overall customer satisfaction
• Overall customer relationships:
  • Builds and maintains relationships at VP/SVP level within customer organization
  • Manages and oversees delivery and support organization relationships
  • Significant time on-site with customer, building “trusted advisor” relationship
• Maximizing value of customer to NaviNet:
  • Up-sells new capabilities to increase transactions
  • Gains agreement to create/demonstrate new types of capabilities in partnership with NaviNet
  • Ensures customer supports NaviNet strategic direction
• Achieves referenceability and contract renewals at favorable pricing

Skill Requirements:

Management Skills

• Credibility leading to “trusted advisor” status with Director, VP, and SVP executives at large health plans
• Able to grasp customer’s overall and departmental business goals and objectives and translate into implications for NaviNet
• Ability to translate NaviNet direction into implications for customer, use consultative selling skills to get customers to adopt
• Demonstrates through words and actions that NaviNet is committed to the customer’s success with NaviNet
• Ability to make and nurture relationships with a variety of functional areas and levels within customer organization

Ability to effectively mobilize NaviNet organization on behalf of customer

• Ability to create and articulate account vision that balances customer satisfaction, NaviNet profitability, and execution excellence
• Sets clear goals and directions and inspires the rest of the account team to deliver
• Ability to understand how the different areas of the company need to be involved and to negotiate to get them involved at the right levels
• Skills at establishing cross-team collaboration
• Credibility with sales and delivery management
• Effectively advocates for customer and translates customer needs to something NaviNet can act on