Account Manager

Summary

Join SmithRx's Customer Success team as a Manager, leading a team focused on client retention and satisfaction within the Pharmacy Benefit Management (PBM) sector. You will establish team goals, manage key performance indicators, coach team members, and build strong client relationships. This role requires 5+ years of leadership experience in Customer Success/Account Management within healthcare benefits, along with excellent communication and conflict resolution skills. SmithRx offers a competitive benefits package including health insurance, retirement plan, paid time off, and professional development opportunities. The position requires a Bachelor's degree or equivalent experience and involves approximately 10-15% travel. Applicants must reside in one of the specified states.

Requirements

• 5+ years in Customer Success/ Account Management leadership roles with direct reports required
• 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
• A positive, growth mindset with the ability to stay calm under pressure while driving towards solutions
• An obsession with customer experience and customer satisfaction
• A passion for solving difficult problems together in collaboration with the broader teams
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
• Ability to work independently as well as part of an extended, cross-functional team
• Self-driven, results-oriented and disciplined work ethic
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional and polite manner
• Expert conflict resolution skills
• Highly effective communicator with a consultative and tactful approach; Ability  to observe situations and scenarios from the client or team member’s point of view
• Ability to navigate unique and individual team member scenarios while providing coaching through day-to-day challenges, and mentoring through a long-term relationship-based approach to drive long term individual success
• Bachelors or equivalent work experience required
• Travel requirements: 10-15%

Responsibilities

• Establish clear team goals/priorities in alignment with broader Customer Success and Account Management strategy
• Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores
• Manage the achievement of key performance indicators for team’s portfolio identified accounts
• Perform regular team member coaching and identify team’s training opportunities
• Manage portfolio of accounts toward optimal coverage targets by planning appropriate team capacity
• Build trusting relationships with client operational leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
• Identify product gaps by conducting business impact assessments and proactively manage client expectations
• Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is established
• Actively participate in the full interview and onboarding life cycle

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• 12 Paid Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities