Account Management Director - Evernorth

Summary

The Medical Drug Management (MDM) Account Director is responsible for leading a high-touch account team that supports primarily health plan clients and ensures they receive exceptional service, strategic guidance, and ongoing operational support. This leader is accountable for overall client satisfaction, retention, and growth across the assigned book of business while serving as the senior relationship owner for key client partnerships.

The role leads a multidisciplinary team of clinical account executives, account managers, and account executives and is responsible for developing talent, driving team performance, and fostering a highly collaborative, client-focused culture. The Account Director partners closely with Medical Drug Management and OnePA product leaders to position the account team as an extension of the product organization, helping translate client needs into actionable insights, strengthen product adoption, and ensure an outstanding client experience.

The ideal candidate brings prior people leadership experience, deep health plan and PBM knowledge, specialty drug UM experience, and a strong track record in client management.

• Owns strategic direction and executive-level relationships for assigned clients through deep knowledge of health plan benefit design, Medical Drug Management offerings, PBM operations, and specialty drug trend management.
• Oversees delivery of a high-touch service model, ensuring proactive consultation, performance analysis, and timely issue resolution to ensure strong client satisfaction.
• Provides leadership and oversight for all aspects of the MDM Account Management function, including team strategy, workload management, service model execution, and continuous improvement.
• Leads and develops a multidisciplinary team of pharmacists, account managers, and account executives; builds a collaborative team environment; shares best practices; coaches talent; and provides ongoing performance feedback to drive strong results.
• Builds trusted relationships with client senior leaders and key PBM stakeholders to strengthen partnerships, anticipate needs, minimize escalations, and consistently deliver an exceptional client experience.
• Ensures timely and accurate execution of client benefit requests and contractual requirements, including benefit setup, product enhancements, new group implementations, terminations, and escalated service issues.
• Leads executive-level client reviews, strategic planning discussions, and value narratives that demonstrate measurable impact, drives retention, and informs future growth opportunities.
• Serves as the primary account-facing partner to MDM/OnePA Product leaders, synthesizing client feedback into actionable insights, shaping product prioritization, and ensuring coordinated rollout, adoption, and value realization across assigned accounts.

• Bachelor’s degree in business, healthcare, or a related field; advanced degree (MBA, Pharm
  
  D, MHA, or similar) preferred
• Proven experience leading and developing teams in strategic, client‑facing roles
• Demonstrated ability to lead complex client engagements, including financial performance, contractual commitments, and long‑term account strategy.
• Demonstrated ability to synthesize client, market, and performance insights into enterprise-level priorities.
• Experience partnering cross‑functionally with product, analytics, implementation, and enterprise account teams
• Clear, confident communicator skilled in executive‑level discussions and strategic storytelling
• Executive presence demonstrated through a strong understanding of enterprise priorities, cross‑functional dynamics
• Willingness to travel up to 10‑15%
• Experience working within matrixed organizations to inform strategy across Product, Technology, Clinical, and Operations teams
• Deep, hands‑on experience with medical and pharmacy drug prior authorization programs, including specialty drugs, policy development, clinical criteria, workflows, and operational impacts across health plans and PBMs

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable…