Director Carelon Client Management - Carelon Services External Growth

Director Carelon Client Management - Carelon Services External Growth

Location: This role requires associates to be in-office 3 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

The Director Carelon Client Management is responsible for leading a team of Client Partnership Directors (Account Executives) who manage strategic relationships with national and regional health plan clients across Carelon's solution portfolio. This role focuses on driving client retention, strengthening executive-level partnerships, and identifying growth opportunities across existing accounts by aligning Carelon solutions to evolving market and client needs. The Director will balance strategic oversight with operational execution, ensuring teams are effectively supporting day-to-day client needs, delivering measurable value, and proactively positioning additional solutions to expand revenue within assigned accounts.

How you will make an impact:

• Develops and implements client retention and account growth strategies by guiding teams to identify upsell and cross-sell opportunities across Carelon's solution portfolio and aligning offerings to client-specific needs and market trends.
• Ensures client deliverables and contractual obligations are consistently met by overseeing team execution, including performance reporting, quarterly and monthly business reviews, and ensuring accurate setup and administration of benefits and claims operations.
• Provides strategic direction and coaching to Client Partnership Directors on client engagement, executive presentations, and relationship management to strengthen partnerships and improve client satisfaction and retention.
• Partners with leadership to identify market trends (e.g., regulatory changes, interoperability, AI, and emerging care delivery models) and translates insights into actionable strategies that position Carelon as a proactive, value-driven partner.
• Supports system implementations and migrations by ensuring alignment between client expectations, operational teams, and technical requirements, acting as an escalation point for complex client or operational issues.
• Leads, mentors, and develops a team fostering a high-performance culture focused on accountability, client outcomes, and continuous improvement, while scaling the team to support business growth.
• Drives consistency in client management practices, including cadence of client touchpoints (weekly, monthly, quarterly), quality of reporting, and overall client experience across the portfolio.

Minimum Requirements:

Requires a BA/BS and a minimum of 10 years of account management and/or operations experience in the managed care industry; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experience:

• MBA preferred.
• Deep knowledge of Carelon or similar managed care service models, with experience supporting multi-solution portfolios (e.g., specialty care, post-acute, palliative care, or other point solutions) within health plan clients preferred.
• Strong payer-side experience across multiple lines of business (Commercial, Medicare, Medicaid), with the ability to navigate complex health plan environments and stakeholder structures preferred.
• Demonstrated leadership experience managing and developing account management teams, including coaching on client engagement, executive presentations, and driving consistency in client management practices preferred.
• Proven ability to drive client retention and growth by identifying upsell/cross-sell opportunities, leveraging data and performance insights, and aligning solutions to evolving client needs and market trends preferred.
• Experience interacting confidently with executive-level stakeholders, as a subject matter expert and comfortable with influencing decision-making preferred.
• Excellent written, oral, presentation and interpersonal communication skills with the proven ability to negotiate expectations between multiple parties preferred.
• Proficient of Microsoft Office products Excel, Teams, Outlook, PowerPoint, and Word preferred.