Account Manager, Client Services

About the role

The Account Manager, Client Services role oversees the account team for assigned clients, serving as a primary interface and is responsible for the management of the team, client relationships, client satisfaction, and retention. Provides direction on program solutions and management. Responsible for managing multiple Sample and Compliance Programs and/or Sample Accountability Programs while ensuring programs remain in complete compliance with the Prescription Drug Marketing Act (PDMA), client business rules and internal Standard Operating Procedures (SOPs).

Responsibilities

• Manages the activities and performance of the assigned staff.
• Identifies new opportunities to enhance program efficiencies and compliance.
• Maintains productivity and efficiency for the client programs, while ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules/deadlines, internal Standard Operating Requirements (SOPs) and PDMA Regulations.
• Manages workload and meets client deliverables.
• Participates in special projects within the department, oversees programs/accounts, and participates in CareTria company committees.
• Maintain productivity and efficiency for the client programs, while ensuring all work is completed accurately and within the confines of the Statement of Work (SOW), client business rules/deadlines, internal Standard Operating Requirements (SOPs) and PDMA Regulations.
• Manage escalations with the team to ensure timely reporting and communication to internal and client stakeholders.
• Evaluate program business rules and internal processes on-going to close gaps and to identify opportunities to present additional internal offerings.
• Create and approve internal change requests/estimates, PMO tickets and scorecards to initiate work, following all internal processes, and monitoring for updates and completion.
• Review and approve internal documentation such as Meeting Agendas, BRD, configurations, work orders/work instructions required to complete program-related tasks.
• Provide support in the presentation of system demos.
• Schedule and manage the overall preparation for client business review presentations/charts and present same. Provide follow up meeting minutes and actions to QBR Meeting Minutes Management group.

Requirements

• Education/Training: Bachelor’s Degree preferred however, equivalent certificate training or experience may be considered.
• Related Experience: Three to five years management experience within a business and/or customer service environment, with demonstrated success in managing teams, implementing projects and interacting and collaborating with internal and external stakeholders, including but not limited to Software Engineering/IT, Finance, Project Management Office (PMO).

Qualifications

• Demonstrated successful people and team management experience; leadership skills.
• Customer experience focus while developing strong, collaborative and successful relationships with clients and all levels of an organization.
• Able to communicate to provide solutions for clients to achieve client and company objectives.
• Able to use sound judgment and maintain professionalism in a deadline-driven environment.
• Demonstrate company values (CHART) and ensure team does the same.
• Strong working knowledge of Microsoft Outlook, Microsoft Word and Power-Point, advanced knowledge of Microsoft Excel (Pivot Tables, Charts, Graphs, etc.).
• Quick learner with strong Systems aptitude.
• Strong organization and analytical skills, Strong time-management and prioritizing skills.
• Punctual, dependable with a positive attitude and fosters the same from team.
• Able to multitask across various clients and programs.

Skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Power-Point
• Advanced knowledge of Microsoft Excel (Pivot Tables, Charts, Graphs, etc.)

Benefits

In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

Pay

The expected base pay range for this position is $80K–$100 yearly.

Schedule

The hybrid role is based out of Somerset, NJ or Lakewood, NJ location.