Director Client Success Operations

About the Role

The Director, Client Success Operations, is responsible for managing the planning, execution, issue resolution, and day-to-day account management functions of an assigned team to ensure ongoing client satisfaction in the Pharmacy Benefit Administration (PBM) market segment, including Health Systems, Employer Groups, Public Entities, Labor/Union, and Small Market. This position leads and collaborates with internal LucyRx teams/departments on the development of standard operating procedures and best practices to support Client Success needs, ensuring efficient and scalable operations in accordance with LucyRx policies and practices. This role manages Account Managers and may include other designated members of the PBM Client Success team (e.g., Subject Matter Specialist, PBM Services), reporting to the SVP, Client Success.

Responsibilities

• Lead and develop a team of account managers.
• Establish and oversee the execution of departmental strategic initiatives that support organizational goals and growth.
• Ensure departmental interfaces, cross-training, staffing, and processes are established and maintained to increase operational capabilities, efficiencies, and service levels.
• Build and maintain strong client stakeholder relationships at all levels through timely and effective communication, including phone calls, emails, and face-to-face meetings.
• Collaborate with account executives and their leadership to ensure the highest level of service delivery.
• Leverage knowledge of PBM and Pharmacy industries to provide a consultative approach to client needs.
• Participate in the resolution of escalated client issues with internal stakeholders.
• Assist with onboarding and implementing new business to ensure a cohesive incoming client experience.
• Identify business line issues and define stop-gap and long-term solutions.
• Mentor account managers to senior account managers and build out the team as needed.

Qualifications

• BA/BS in Business, Healthcare Administration, or related field, or equivalent combination of education and experience.
• Minimum of 3 years of demonstrated ability to lead, mentor, and develop high-performing teams, providing strategic direction, setting goals, and driving accountability in a collaborative and inclusive environment.
• Minimum of 3 years’ experience as an account manager or account executive, managing a book of moderate to complex clients.
• Strong account management, project management, sales, and negotiation skills.
• Excellent written and oral communication skills.
• Strong presentation skills for all levels of employees.
• Ability to build and maintain relationships with clients and internal partners.
• Ability to act as a trusted advisor and influence internal and external partners.
• Knowledge of the pharmacy benefit management (PBM) industry.
• Proficiency in Microsoft Office.
• Willingness to travel up to 25%.

Preferences

• Firsthand, demonstrated experience in the Pharmacy Benefit Management (PBM) industry.
• Solid understanding of PBM operations, including claims submission and processing, and familiarity with medications and their uses.
• Knowledge of HIPAA regulations.

Physical Requirements

This is a sedentary role, primarily operating in an office or home office setting, utilizing a computer and standard office equipment. Some standing, walking, bending, and reaching may be required. Travel is required by car, airplane, or a combination of transportation modes.

About LucyRx

LucyRx is an independent, next-generation pharmacy benefit manager (PBM) redefining prescription care. Fueled by innovation and decades of leadership experience, LucyRx delivers better outcomes through its integrated specialty network, formulary marketplace, and next-day home delivery solutions. Powered by its proprietary AI platform, LucyIQ™, the company provides real-time insights that support evidence-based clinical decisions, clear pricing, and exceptional service from U.S.-based pharmacy technicians. Partnering with more than 60,000 pharmacies, LucyRx serves over 1,200 clients nationwide.

Pay

$147,000.00 - $164,000.00