This is a full time permanent hybrid opportunity based out of our North York office (243 Consumers Rd) 4 days a week and 1 day a week will be work from home. Lifemark Health Group (LHG) is a market leader in customized healthcare solutions. With over 20 years of service excellence, LHG is one of the largest, most trusted, and most comprehensive providers in Canada. As a national healthcare company, LHG employs over 5,000 highly-trained clinicians, medical experts and team members in over 370 locations coast-to-coast, and continues to grow both organically as well as through acquisitions.

About The Role Lifemark is seeking a Senior Director, Account Management to lead and expand relationships with our most critical payer and referral partners, including Workers’ Compensation Boards (WCB), Motor Vehicle Accident (MVA) insurers, and Long-Term Disability (LTD) providers.

This high-impact leadership role is accountable for protecting and accelerating revenue across a complex portfolio of enterprise accounts. Reporting into the Vice President, Sales Enablement, the Senior Director will take an enterprise-wide view of account performance, aligning commercial strategy, operational execution and clinic delivery to drive measurable outcomes for clients and sustainable growth for Lifemark. Delivery against service level agreements (SLAs) identification of opportunities to improve outcomes, performance, and partnership value will be critical. Collaboration across the business driving continuous improvement, to strengthen Lifemark’s position as a trusted partner will be critical.

The successful candidate will operate as a strategic thought partner to senior client executives, putting in place cross-functional internal teams to deliver against SLAs, strengthen partnership value and unlock new growth opportunities. This role requires executive presence, strong commercial acumen, and the ability to translate insights into action plans.

Key Accountabilities Include: Strategic Account Leadership

• Own executive-level relationships across key WCB, MVA, and LTD accounts serving as the primary commercial leader and trusted advisor.
• Serve as the primary point of accountability for overall account performance, satisfaction, and partnership health.
• Develop and execute multi-year account strategies that protect base revenue, drive organic growth and expand Lifemark’s footprint
• Identify white-space opportunities, cross-sell initiatives and contract optimization strategies to increase account value and profitability
• Lead contract renewals, negotiations, and performance reviews with a focus on long-term partnership and mutual success
• Anticipate industry, regulatory and player shifts and proactively position Lifemark to respond competitively

Enterprise View & Performance Improvement

• Take a comprehensive, enterprise-wide view of account performance across regions, services, and programs to ensure consistent execution and client experience.
• Establish clear performance governance, including executive scorecards, KPI frameworks and structured business reviews that drive accountability and transparency.
• Leverage performance data, client feedback and internal insights to identify trends, emerging risks, and opportunities to translate insights into actionable improvement plans that elevate service delivery, clinical outcomes, operational efficiency, and financial performance
• Drive continuous improvement initiatives that strengthen Lifemark’s value proposition and competitive positioning on service delivery, solution ecosystem, client experience.

Operational Partnership & SLA Delivery

• Partner closely with Operations leadership to ensure absolute clarity of account requirements, contractual obligations, and SLA commitments.
• Align operational capacity and capability to evolve client expectations, ensuring consistent, scalable delivery
• Collaborate with Reporting and Analytics to deliver accurate, timely, and actionable performance insights to both operational leaders and external stakeholders.
• Champion disciplined execution and rapid course correction where performance gaps are identified
• Ensure operational teams are equipped with the visibility, tools, and context required to consistently exceed client expectations.

Issue Management & Q&A Accountability

• Own end-to-end accountability for customer escalations, performance concerns, and executive inquiries.
• Act as the central point of coordination across functions to drive timely, transparent, and durable resolution. Anticipate and mitigate risks before they impact client confidence or revenue stability.
• Implement structured root-cause analysis and preventive action plans to eliminate recurring issues.
• Protect and strengthen enterprise relationships through proactive communication and decisive leadership.

Internal Enablement & Alignment

• Translate external account strategy into clear priorities, ensuring alignment across regions, functions and leadership teams e.
• Influence without authority across a matrixed organization to mobilize resources in support of strategic accounts
• Establish consistent communication cadences and accountability frameworks to drive coordinated execution.
• Share insights, best practices and lessons learned across the organization to elevate overall account management maturity
• Build a culture of ownership, transparency, and performance excellence in service of client success.

What we're looking for:

• 10+ years of Senior leadership experience in enterprise account management, strategic partnerships, or payer relations, within healthcare, rehabilitation, insurance, or complex services environment.
• Proven ownership of a significant revenue portfolio with accountability for retention, growth, margin performance and contract renewals
• Demonstrated success managing large, complex, multi-regional accounts with formal SLAs and complex contractual obligations
• Deep understanding of WCB, MVA, and/or LTD payer environments and the ability to navigate regulatory and procurement dynamics.
• Strong financial and commercial acumen, including experience with revenue forecasting, contract economics, pricing strategy and data-driven decision-making
• Executive presence with a track record of influencing senior stakeholders and leading cross-functional teams within a matrixed organization.

Inclusion We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at Talentatlifemark.ca