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The Director of Strategic Account Management will establish relationships with clients, manage account activities, guide teams, and drive strategic growth while ensuring high standards of communication and client satisfaction.
firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health.
firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI.
We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.
The Director of Strategic Account Management is responsible for helping to scale a best-in-class account management function.
This leader will help establish and maintain strong relationships with key client leaders and project managers across multiple states and products, partner closely with firsthand’s implementation team to build credibility and trust at the earliest stages of a new relationship, and manage day-to-day project activities and troubleshooting as an interface between the internal firsthand teams and the client. This leader will be capable of interfacing with cross-functional teams (e.g., the technology team on data issues; the market team on operational items and the finance team with billing considerations) and drive clarity in internal and external communication and solutioning of complex scenarios.
This leader will establish and build strategic account plans with each client to exceed expectations and build the foundation for growth. This leader will be capable of “out front thinking” in which they will anticipate questions and concerns from our clients, and proactively address potential barriers. This leader will embody relentless accountability in following through on client requests and needs and have a very high bar for delivering with excellence.
Job Specifics:
- Help scale the account management function
- Build and maintain client relationships with our clients, including, but not limited to, managed care health plans, at-risk provider groups (i.e. ACOs), pharmaceutical companies, and state medicaid programs; maintain relationship matrices for client stakeholders and lead partner communications across multiple partners and states
- Act as the interface between internal functions such as operations, IT, finance etc. and the client point of contact
- Support the development of Joint Operating & Joint Executive Committees playbooks and then tailor specific agendas and meeting materials based on the values of the partner and specifics of the partnership; with help from the market operations team, track KPIs pertinent to partner, and deliver a comprehensive and digestible review of value creation; own the story telling of the value of the partnership
- Support financial settlements, contractual questions on data exchange, quality programs, hcc documentation, credentialing, billing and other related items
- Troubleshoot issues as they arise with client; provide timely responses to client issues as they arise
- Identify upsell opportunities within accounts and work closely with the Growth team to drive those opportunities; proactively identify and mitigate risks
- Generally remote opportunity with some travel expected for internal leadership and client meetings
You will be a good fit if you have:
- 6+ years of experience in senior-level account management
- Excellent organizational, project management, and problem-solving skills, with a keen attention to detail and a team-focused and continuous improvement orientation
- Thorough understanding of Value Based Care financial structures - the levers that drive value creation, how they accrue to partners and how to communicate that value effectively
- Ability to communicate complex information simply and clearly - across national field teams and external strategic partner executives
- Drive towards high accountability to follow through timely and thoroughly to client requests
- Exceptional interpersonal and leadership skills, having demonstrated success motivating teams towards overcoming challenges and anticipating client needs and questions
- Ability to be flexible and adaptable to changing strategies and needs for firsthand, its staff, and individuals served
The experience you bring to this role includes:
- Prior senior leadership experience in a VBC healthcare-focused business
- Experience with account management supporting managed care clients
- Preferred experience in venture-backed, rapidly scaling early-stage or growth company
- Preferred experience working with Medicaid and SMI populations
- Bachelor’s and/or Master’s degree
Benefits
For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture.
Vaccination Policy
Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law.
New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed.
Unfortunately, we are not able to offer sponsorship at this time.
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