Director, Account Management - West

Description and Requirements
Role Value Proposition
Account Managers are a key role in the Regional Business service delivery model. The role is a single point of contact for Brokers and provides key support functions across our different Regional Market customer segments, as well as support our sales partners with internal and external pre and post-sale activities associated with the acquisition of new business and in maintaining existing customer relationships.
Key Responsibilities

• Lead a team of Account Managers who are directly aligned to assigned to broker's book of business for 2-5K lives
• Manage the Regional Account Management team that manages, maintains and upsells to existing broker relationships.
• Create plans to grow and retain accounts and set goals for the account management team.
• Build and maintain relationships with brokers and identify new business opportunities, in coordination with aligned sales partners
• Lead interactions with most strategic Brokers.
• Maintain a deep understanding of Broker needs and develop tactics that will deliver the most appropriate products and services.
• Proactively oversees a team of account managers that anticipate and solves problems for Brokers.
• Facilitates targeted action plans to resolve complex issue ensuring prompt resolution and maintain broker satisfaction.
• Establish processes for collecting and monitoring on account health and resolve issues to maintain Broker satisfaction.
• Partners with cross functional teams to recommend and implement improvements to products and services.
• Accountable for overseeing renewals for aligned book of business and ensure proactive and productive stewardship activity across the block
• Provide regular status updates to Sr. level sales and service leadership on account performance.
• Attract, retain, develop and manage account managers and provide guidance and mentorship.

Required Experience and Skills

• 8+ years of progressive account management or customer service experience
• 8+ years of relevant industry/product experience in group benefits
• 7+ years' experience in managing a team and holding team accountable to meeting metric and delivering for customers
• Experience developing and implementing broker strategies that increases retention and growth
• Strong financial acumen to analytics and forecast account performance
• Proven ability to build client relationships
• Advanced negotiation and conflict resolution skills.
• Ability to work autonomously; effectively handle multiple tasks, prioritize deadlines appropriately and remain flexible
• Comfortable adapting to ambiguity and changing priorities
• Excellent presentation skills, oral and written communication skills to present complex ideas, solutions and negotiate contracts.
• Must already hold or be able to obtain State Life, Accident and Health license within 90 days of date of hire
• Bachelor's degree in related field

Preferred Experience and Skills

• 10+ years of progressive account management or customer service experience.
• 10+ years' experience in managing a team and holding team accountable to meeting metric and delivering for customers
• Deep understanding of industry trends and market dynamics
• Strong experience using Salesforce

The salary range for applicants for this position is San Francisco, CA; Irvine, CA; Bellevue; WA: 125,000 to 170,000 + additional incentive plan. Phoenix, AZ; Aurora, IL; Tampa, FL: 100,000 to 140,000 + additional incentive plan.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2025 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
San Francisco, CA; Irvine, CA; Bellevue; WA: 125,000 to 170,000 + additional incentive plan. Phoenix, AZ; Aurora, IL; Tampa, FL: 100,000 to 140,000 + additional incentive plan
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