Director Client Experience Jobs in Wisconsin (NOW HIRING)

The Director, Key Account Executives, provides enterprise leadership for Medica's Key Account Executive team. How they function, overseeing the Key Account strategy, establishing scalable and consistent business models, and ultimately executing how Medica manages its most complex and strategically significant commercial accounts (employers).

This role leads Key Account Executives across all geographies and is accountable for retention, client experience, and effective cross-functional coordination for large and complex accounts. The Director ensures consistent account management standards, clear ownership models, and seamless transitions of new large accounts from Commercial Sales Relationship Managers into the Key Account Executive team. Performs other duties as assigned.

• Enterprise Leadership and Execution of the Key Account Operating Model
  • Define and own the enterprise Key Account management model across all geographies. Set standards for:
    • Account ownership and governance
    • Strategic initiatives
    • Renewal leadership and growth strategies
    • Escalation management
    • Cross-functional engagement to ensure operational alignment and consistency in how Medica manages its most complex and strategic accounts across Medica core geographies
• People Leadership and Capability Development
  • Lead, coach, and develop Key Account Executives across regions. Set clear expectations tied to retention, reporting, client engagement and experience, and segment performance. Drive consistency in skills such as:
    • Executive presence
    • Strategic account planning
    • Complex issue navigation
    • Driving decisions based on reporting, data, analytics, and technologies
    • Interdisciplinary protocol
    • Leveraging Medica resources to retain, grow and innovate within our Key Account book of business
• Retention Strategy and Portfolio Health Oversight
  • Own the health of the Key Account portfolio, not individual accounts
    • Identify systemic retention risks, trends, and escalation patterns
    • Partner with Sales, Client Experience, Product, Network, Operations, and Finance to: Proactively address at-risk accounts and influence enterprise priorities that impact retention Act as an escalation leader for high-impact or enterprise-sensitive situations
• Account Transition and Intake Governance

  • Own the standard transition process for moving new large and complex accounts from commercial Sales Relationship Managers to Key Account ExecutiveS

  • Ensure:

    • Clear handoffs
    • Defined ownership
    • Early stabilization and client confidence

• Commercial sales, account management, or client experience leadership
• Healthcare, insurance, or similarly complex B2B environments
• Enterpriselevel strategic account leadership and portfolio management
• Retention strategy development and execution for complex, highvalue accounts
• Advanced client experience design and stewardship in highly visible relationships
• Executive presence with the ability to engage credibly with senior client and internal leaders
• Strong escalation management and complex issue resolution capabilities
• Ability to establish, document, and enforce standard operating models while allowing for regional nuance
• Crossfunctional influence in matrixed environments without direct authority
• Change leadership skills, including guiding teams and clients through transitions and ambiguity
• Strong business judgment and decisionmaking in highrisk, highimpact situations
• Datainformed analysis and prioritization of portfoliolevel risks and opportunities
• Excellent communication skills, including executivelevel written and verbal messaging
• Talent development mindset with experience building consistent capabilities and expectations
• Operational discipline paired with strategic thinking and adaptability
• Strong collaboration skills across Sales, Client Experience, Operations, Product, Network, and Finance