Director, Client Executives

Director, Client Executives

Date Created: 9/8/26                                      Date Approved: 9/9/26

Date Edited:      11/09/26                                                 Approved By: Comp Committee

The company is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.

Join us in improving health care outcomes for all!  We promise to do what’s right, always.

Position Summary

The Director of Client Executives leads and develops the team of Client Executives who own the strategic relationship, contract economics, and renewal outcomes for the company's largest, most complex, and highest-value health plan clients. Operating within the company's dual-ownership model for strategic accounts, this director-level leader sets direction for the account-ownership function, builds a high-performing and well-coached team, and personally drives development of relationships with the benefits consultants and brokers who influence client retention, renewal, and growth decisions. This role partners closely with the Director of Day-to-Day Client Management, the Director of Clinical Consultants, and the AVP of Patient Care Advocacy to ensure a unified, single-escalation-path client experience, and is directly accountable for retention, renewal, and expansion results across the strategic book of business.

What you will do

Strategic Account Leadership and Team Management

• Lead, coach, and develop a team of Client Executives responsible for C-suite and HR-leadership relationships, contract economics, renewal strategy, and performance guarantees across a portfolio of Tier 1 and strategic accounts

• Set priorities, workload distribution, and account assignments across the team; ensure consistent quality and cadence of client engagement, including relationship strategy plans, business reviews, and renewal timelines

• Establish and monitor individual and team performance goals tied to retention, renewal, and expansion (upsell/growth) outcomes; conduct regular 1:1s, pipeline reviews, and formal performance management

• Build career pathing and bench strength within the Client Executive function, consistent with the company's long-term expansion model (Senior Account Owner and future director-level tracks)

Consultant and Broker Relations Development

• Serve as the executive-level relationship owner for key benefits consultants and brokers, ensuring each has a dedicated advocate within the company who can represent their plan's interests

• Build and execute a proactive consultant-relations strategy: engaging consulting firms directly, educating them on the company's clinical and financial value proposition, and positioning the Client Executive team as consultant-facing partners rather than reactive responders

• Partner with Clinical Consultants and Analytics to ensure consultants receive timely, accurate plan-performance reporting that supports renewal and RFP outcomes

• Track consultant engagement and satisfaction, and use that insight to continuously refine the team's consultant-facing playbook and materials

Renewal, Retention, Revenue Performance

• Own retention and renewal performance for the strategic/dual-ownership book of business; personally engage on the largest, highest-risk, or highest-value renewals

• Guide the team in developing trend-management recommendations, financial performance narratives, and renewal projections for client and consultant audiences

• Identify and manage a pipeline of upsell and expansion opportunities across existing strategic accounts

• Support RFP responses and growth pursuits tied to existing clients (e.g., expansions, new lines of business, M&A-driven growth)

Cross-Functional Coordination and Escalation Ownership

• Serve as an escalation point for strategic accounts, coordinating with the Director of Day-to-Day Client Management, Clinical Consultants, PCA, and Operations to resolve client issues quickly and consistently

• Partner with the VP, Client Management & Care Delivery on account tiering, book-of-business rebalancing, and resourcing decisions as client volume grows

• Represent the account-ownership function in cross-functional planning with Operations, Clinical, Sales, and Marketing on strategic-client priorities

Process, Reporting, and Organizational Development

• Maintain a shared, current account record (CRM) for all strategic accounts, ensuring consistent handoffs across the account pod

• Contribute to the design and rollout of client onboarding ("who's who") and account-transition playbooks for strategic accounts

• Provide input on organizational design, staffing, and career-ladder development as the Client Executive function scales with projected growth

What you need

• Bachelor's degree in Business, Healthcare Administration, or a related field; equivalent professional experience will be considered

• 10+ years of progressive experience in strategic account management, client success, or sales within a PBM, health plan, or managed-care environment

• 3+ years directly leading and developing a team of account executives, account managers, or client success professionals

• Demonstrated track record of client retention, renewal, and revenue growth on complex, multi-stakeholder accounts (3,000+ covered lives)

• Established relationships with, or demonstrated success building relationships with, benefits consultants and brokers

• Strong understanding of PBM economics, contract structures, and performance guarantees

• Excellent executive presence and communication skills, with the ability to represent the company credibly to C-suite client and consultant audiences

• Experience within a transparent, pass-through, or PBM-optimizer client-success organization

• Familiarity with account tiering/segmentation models (e.g., single point of contact vs. dual ownership)

• Experience leading a team through organizational change or scaling

• Willingness to travel 20-30%

What you get

• To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes

• To work in a culture where people thrive because when OUR team thrives, OUR business thrives

• Competitive compensation, including health, dental, vision and other benefits

Note

The company is committed to providing equal employment opportunities to all employees and applicants for employment. Remote employees are expected to maintain a professional work environment free of distractions to ensure optimal performance and collaboration.