Director, Account Management – East/South East

The Director, Account Management – East/South East leads regional post-sale revenue performance, retention, and expansion across Empower’s customer base, directly impacting predictable growth, customer lifetime value, and enterprise trust. This role owns strategy, operating cadence, and leader development, ensuring disciplined execution, accurate forecasting, and compliant delivery. Leveraging AI as a force multiplier, the leader scales insight generation, prioritization, and decision quality to accelerate speed, consistency, and outcomes. Operating within a hyper-growth, highly regulated 503A/503B environment, the role aligns customer commitments with quality, regulatory, and operational realities. Success requires strong strategic thinking, rigorous execution, and exceptional learning agility to navigate complexity, elevate standards, and deliver durable, scalable performance while building teams, strengthening cross-functional orchestration, and institutionalizing repeatable systems that enhance transparency, accountability, and long-term value creation across the region.

Regional Account Revenue Ownership

• Revenue Ownership: Own regional retention and expansion performance by designing AI-enabled account strategies, optimizing pricing and renewal motions, and ensuring disciplined execution. Drive predictable growth through data-informed prioritization, pipeline visibility, and risk mitigation while protecting margin, compliance, and service quality in a regulated healthcare environment requiring precision and accountability.
• Growth Strategy: Develop scalable expansion frameworks leveraging AI-driven segmentation, opportunity scoring, and customer insights to unlock wallet share. Align regional growth plans with enterprise priorities, ensuring execution rigor, cross-functional coordination, and measurable outcomes that reinforce long-term account value and sustainable revenue acceleration.
• Forecast Accuracy: Establish high-confidence forecasting systems using AI-enhanced analytics, standardized inspection cadences, and performance dashboards. Partner with Finance and RevOps to ensure data integrity, eliminate variability, and proactively surface risks, enabling leadership confidence and predictable business planning.

Account Management Team Leadership

• Leader Development: Build and coach high-performing managers through structured development plans, performance analytics, and AI-supported coaching insights. Elevate leadership capability, reinforce accountability, and cultivate a culture of excellence aligned with a high-performance environment.
• Performance Management: Drive clear expectations, rigorous inspection rhythms, and data-backed performance interventions. Utilize AI tools to identify gaps, optimize productivity, and enhance decision-making, ensuring consistent execution and continuous improvement across the regional account management organization.
• Talent Strategy: Attract, retain, and develop top-tier talent through structured hiring, succession planning, and capability building. Leverage AI in talent assessment and workforce planning to ensure scalable leadership pipelines aligned with Empower’s hyper-growth trajectory.

Customer Stewardship and Executive Engagement

• Executive Engagement: Own senior-level customer relationships, leading strategic conversations, escalations, and negotiations with credibility and transparency. Use AI-driven insights to anticipate needs, strengthen trust, and ensure alignment between customer expectations and operational realities.
• Value Delivery: Ensure consistent delivery of customer commitments through disciplined account planning, proactive communication, and performance tracking. Integrate AI tools to monitor satisfaction, identify risks, and enhance service quality across complex, high-value accounts.
• Retention Strategy: Design and execute retention programs leveraging predictive analytics, health scoring, and engagement models. Mitigate churn risks early while reinforcing long-term partnerships that drive sustainable growth and enterprise confidence.

Compliance Embedded Account Execution

• Process Optimization: Standardize account management workflows using AI-enabled automation, playbooks, and performance metrics. Drive efficiency, scalability, and consistency while reducing manual effort and improving execution quality across the region.
• Cross Functional: Orchestrate collaboration across Operations, Quality, Finance, Legal, and Sales to ensure seamless account execution. Clarify ownership, streamline escalation paths, and align priorities to operate as a unified enterprise system.
• Risk Management: Embed compliance, quality, and contractual guardrails into all account activities. Partner with regulatory and legal teams to proactively identify risks, ensure adherence, and prevent exposure in a highly regulated 503A/503B environment.

Forecasting, Renewal Discipline, and Predictability

• Data Utilization: Leverage AI and advanced analytics to generate actionable insights, inform strategy, and enhance decision-making. Drive adoption of data-driven practices that improve speed, accuracy, and business outcomes across account management functions.
• System Scaling: Build scalable systems, frameworks, and governance models that support rapid growth. Ensure repeatability, transparency, and alignment with enterprise standards while enabling flexibility in a dynamic, high-growth environment.
• Continuous Improvement: Champion a culture of innovation and learning agility by integrating AI tools, testing new approaches, and refining processes. Continuously elevate performance standards to sustain competitive advantage and operational excellence.

• Advanced proficiency in CRM platforms, forecasting tools, and AI-driven analytics for pipeline management, customer insights, and performance optimization within complex, high-growth commercial environments.

• Strong leadership capability in building, coaching, and scaling high-performing teams, with expertise in performance management, talent development, and organizational design aligned to strategic priorities.

• Deep understanding of regulated business environments, including risk management, compliance alignment, and cross-functional coordination across quality, legal, and operational stakeholders.

• Exceptional communication, executive presence, and strategic thinking skills, with the ability to influence senior stakeholders, manage complexity, and drive enterprise-level outcomes.

Key Competencies

• Customer Focus: Builds trust through customer-centric solutions 

• Strategic AI: Guides responsible AI adoption and adaptation 

• Optimizes Work Processes: Drives efficiency with continuous improvement 

• Collaborates: Partners effectively to achieve shared goals 

• Resourcefulness: Secures and deploys resources efficiently 

• Manages Complexity: Simplifies and solves complex challenges 

• Ensures Accountability: Delivers on commitments with integrity 

• Situational Adaptability: Adjusts approach to shifting conditions 

• Communicates Effectively: Tailors messages to diverse audiences 

Values

• People: Empowering people defines who we are 

• Quality: Excellence in every product, every time 

• Service: Serving others is our highest purpose 

• Innovation: Advancing care through technology and discovery 

• 10 to 15 years of experience leading a team of account management, customer success, or post sale commercial organizations with at least 1-2 year leading leaders.

• Demonstrated success improving retention, expansion, and customer trust in regulated or complex environments.

• Experience operating within healthcare, life sciences, or similarly governed industries preferred.

• Bachelor’s degree required, or equivalent experience considered.

Employee Benefits, Health and Wellness:

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/ 

Physical Requirements

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.