Director, Account Management - East

The Director, Account Management – East is responsible for leading and scaling Empower’s regional account management organization, ensuring retention, expansion, and service excellence across an established customer base in a highly regulated healthcare environment. Reporting to the VP of Account Management, this role owns post sale revenue performance, customer satisfaction, and long-term account value for the region. The focus is on deep customer stewardship, predictable growth through expansion, disciplined renewal execution, and ensuring customer commitments align with Empower’s operational, quality, and regulatory realities. Success is measured by retention, expansion revenue, forecast accuracy, customer trust, and enterprise confidence.

Regional Account Revenue Ownership

• Own regional retention and expansion revenue performance, ensure disciplined renewal execution and expansion planning, and drive predictable account growth without compromising service quality, compliance, or margin integrity.

Account Management Team Leadership

• Lead, coach, and develop regional account managers as regulated frontline stewards, establish clear performance expectations, roles, and coverage models, build a culture of accountability, preparation, and customer advocacy balanced with enterprise stewardship, and address performance gaps decisively while retaining top talent.

Customer Stewardship and Executive Engagement

• Own senior customer relationships across the region, manage executive level engagements and escalations with credibility and transparency, ensure commitments are deliverable and compliant, and protect long term trust by aligning customer expectations with operational reality.

Compliance Embedded Account Execution

• Ensure regulatory, quality, and contractual guardrails are embedded into all account management motions, partner closely with Quality, Compliance, and Legal to manage risk proactively, and surface potential issues early to prevent customer impact or regulatory exposure.

Forecasting, Renewal Discipline, and Predictability

• Own forecast accuracy for renewals and expansion revenue, establish disciplined account review and inspection cadence, partner with RevOps and Finance to ensure data accuracy, and eliminate surprises through proactive risk identification and mitigation.

Cross Functional Orchestration

• Coordinate across Operations, Quality, Fulfillment, Finance, Legal, Sales, and Product to ensure consistent account execution, clarify ownership and escalation paths, and ensure the region operates as a trusted enterprise system rather than a silo.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

• 10 to 15 years of experience leading account management, customer success, or post sale commercial organizations.
• Demonstrated success improving retention, expansion, and customer trust in regulated or complex environments.
• Strong executive presence and escalation management capability.
• Experience operating within healthcare, life sciences, or similarly governed industries preferred.
• Working knowledge of CRM systems and renewal forecasting processes.
• Bachelor’s degree required, equivalent experience considered.

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/