Manager, Account Management

Summary

Join our team at SmithRx, a rapidly growing Health-Tech company, as we disrupt the Pharmacy Benefit Management sector with cutting-edge technology and innovative cost-saving tools. We're seeking a Manager of Customer Success and Account Management to lead our Customer Success Team in delivering exceptional customer experiences and driving business growth.

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

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