Lead, Account Support

Job Summary

The Customer Success Team is focused on helping SmithRx’s clients derive the full value of their PBM services. We build and manage effective relationships with our customers’ operational leadership, communicating the value of our services in the context of customers’ business goals with the goal of retaining high-performing, satisfied customers. We proactively identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.

What you will do

• Manage the achievement of key performance indicators for the analyst team’s Mentor, train and support the team of analysts supporting the customer success function
• Build trusting relationships with cross-functional leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Aid leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
• Identify product & process gaps by conducting business impact assessments and proactively managing client expectations
• Support the team in managing client escalations and service recovery
• Direct and lead client-facing reporting responsibilities for the Account Analyst team
• Assist in the ongoing candidate review and hiring process
• Monitor and assist with the management of team member capacity and bandwidth

What you will bring to SmithRx

• Bachelor's degree or equivalent work experience required
• 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
• 2+ years of of people management experience or evidence of informal leadership related to process improvements, quality initiatives, driving efficiency, or project management
• A positive, forward-thinking, can-do attitude
• An obsession with the customer experience and customer satisfaction
• A passion for solving difficult problems together in collaboration with broader teams
• High-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• A desire for career growth in leadership roles, and the ability and willingness to accept feedback and coaching to achieve that end.
• Ability to work independently as well as part of an extended, cross-functional team
• Self-driven, results-oriented work ethic
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional, and polite manner
• Empathic communicator with a consultative approach, able to see things from other person's point of view

SmithRx Offers You

• 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
• Paid Company Holidays
• Wellness Benefits
• Discretionary Paid Time Off
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities