Description

Employee Health & Benefits Director of Account Management

Location: Dallas

Reports to: Regional Vice President of EH&B Client Experience

Position Summary

The Director of Account Management is responsible for the strategic leadership, development, and performance of the Account Management (AM) function across the practice. This role ensures consistency, quality, and scalability of account management work products while developing top talent through structured onboarding, ongoing coaching, and performance management. The Director partners closely with the Regional Vice President of Client Experience, Dallas Director of EH&B Client Services, Executive Team Leaders (ETLs), and Regional Learning & Development to support growth, elevate client experience, and create clear career paths for Account Managers.

Key Responsibilities

• Develop and maintain the Account Manager job description and competency framework
• Interview, evaluate, and make hiring decisions with Account Manager candidates
• Lead and oversee onboarding for new Account Managers, ensuring a consistent and effective ramp-up experience
• Partner with Regional Learning & Development to create and execute structured learning plans for new hires

Account Management Standards & Process

• Standardize Account Management work product, processes, and best practices across the practice
• Ensure consistency in client deliverables, communication, and service execution
• Continuously assess and refine AM processes to improve efficiency, quality, and scalability

Coaching, Development & Performance Management

• Provide ongoing coaching and mentoring to Account Managers at all levels and tenure
• Conduct regular performance evaluations and feedback sessions
• Set accountability standards for participation in required and ongoing training
• Hold the team accountable for demonstrating technical knowledge, client acumen, and professional growth
• Perform ongoing skills and gap assessments to identify development opportunities

Capacity & Workforce Management

• Evaluate and manage Account Manager capacity and workloads
• Partner with leadership to ensure appropriate staffing levels aligned to client needs and growth
• Identify risks related to workload imbalance or performance and proactively address them

Leadership Collaboration & Strategic Partnership

• Work in tandem with the Regional VP of EH&B Client Experience and Executive Team Leads to assess growth opportunities and define clear promotion pathways for Account Managers
• Maintain strong, consistent communication with the Regional VP of EH&B Client Experience and ETLs regarding team performance, development progress, and needs from the field
• Meet regularly with ETLs and local leaders to understand evolving business and client requirements

Training & Team Engagement

• Collaborate closely with Regional Training (Learning & Development) on ongoing curriculum and skill development
• Lead monthly Account Manager meetings focused on training, best practices, performance insights, and engagement

Qualifications & Experience

Bachelor's degree preferred; equivalent experience considered

8+ years of experience in account management, client services, or related leadership roles

Proven experience leading, coaching, and developing high-performing teams

Strong understanding of account management operations, workflows, and client service delivery

Demonstrated ability to standardize processes and drive adoption across teams

Core Competencies

Leadership and people development

Strong communication and executive presence

Coaching, mentoring, and performance management

Strategic thinking and problem solving

Collaboration and cross-functional partnership

Ability to influence without direct authority

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers .