Director, Administrators - Strategic Client Management; Remote

Resp & Qualifications

PURPOSE:

Care First Administrators (CFA) is seeking an experienced, strategic Director to lead Client Management for a complex portfolio of self-funded and third-party administration (TPA) business. This role is accountable for client retention, profitable growth, operational performance, broker and consultant relationships, and the overall customer experience.

The Director leads and develops a team of account management professionals, sets the client management strategy, and partners across the organization to deliver coordinated solutions and measurable results. The ideal candidate brings deep self-funded healthcare expertise, strong executive presence, and a proven ability to lead teams, strengthen key relationships, manage risk, and drive accountability in a complex, matrixed environment.

ESSENTIAL FUNCTIONS:

• Lead the CFA client management strategy, with accountability for retention, profitable growth, customer satisfaction, and performance across an assigned portfolio of complex self-funded and TPA clients.
• Build, coach, and retain a high-performing team of account management professionals; establish clear expectations, development plans, performance measures, and consistent account management practices.
• Provide executive oversight for renewal strategy, at‑risk accounts, complex client issues, and growth opportunities, ensuring clear ownership, timely action, and effective communication.
• Develop and maintain trusted relationships with key clients, brokers, consultants, and internal leaders, serving as an executive sponsor for strategic and escalated matters.
• Use financial, utilization, operational, and market insights to identify portfolio risks and opportunities and to shape retention, product, and client engagement strategies.
• Partner with Sales, Underwriting, Operations, Claims, Customer Service, Clinical, Pharmacy, Finance, Implementation, and vendor teams to improve execution and deliver a consistent client experience.
• Lead executive business reviews, stewardship meetings, finalist presentations, and other high-impact client and broker engagements.
• Drive continuous improvement by identifying recurring service issues, addressing root causes, strengthening processes, and monitoring results against established service and business objectives.
• Contribute to CFAs broader business strategy, workforce planning, market positioning, and development of solutions that support client needs and sustainable growth.

SUPERVISORY RESPONSIBILITY:

This position has direct responsibility for leading, coaching, and developing account management professionals. The Director is accountable for workforce planning, hiring, onboarding, performance management, talent development, succession planning, and creating an inclusive, high‑performing team. The role also leads matrixed resources across multiple functional areas to achieve client and business objectives.

QUALIFICATIONS:

Education:Bachelors Degree in Business, Finance, Healthcare Administration, or a related field OR in lieu of a Bachelors Degree, an additional four years of relevant work experience is required in addition to the required experience.

Licenses/Certifications:

• Current Health and Life License for Maryland, Washington, DC, and Virginia is required.

Preferred Qualifications:

• Masters Degree

Experience:

• 8+ years of progressive experience in healthcare, employee benefits, self‑funded administration, strategic account management, consulting, sales, or client leadership.
• 3+ years of people leadership experience, including responsibility for performance management, coaching, talent development, and organizational change.

Preferred Experience:

• Demonstrated success leading complex client portfolios and improving retention, growth, customer…