Senior Account Manager

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 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

• Complete reporting and data requirements based on client and team needs
• Take responsibility and be accountable for ensuring customer satisfaction and retention of a complex portfolio of clients
• Build trusting relationships with client contacts from the frontlines to C-suite leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Apply cross-functional project management to drive resolution for escalated client issues, coordinating internal and external teams as necessary
• Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
• Identify product gaps by conducting business impact assessments and managing client expectations
• Prioritize issues and assess escalations that may lead to client attrition risk with the Account Managers to ensure a strong mitigation plan is in place
• Actively participate in Customer Success projects and initiatives as requested by Leadership
• Act as a trusted mentor to new and existing Account Managers; providing thorough guidance on best practices, QBR presentations, Action Log maintenance, and other role specific tasks

What you will bring to SmithRx

• A positive, growth mindset with the ability to approach difficult situations in a calm and focused manner; understand the challenge and move forward tactfully towards a solution
• Requires 5+ years of direct account management or relationships management experience in the healthcare space; working knowledge of commercial health insurance and pharmacy benefits strongly preferred
• A strong history of working strategically with diverse and complex clients
• 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 team
• 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
• Anticipate and mitigate potential risks or issues that could impact the client relationship or member experience, and implement proactive solutions
• Ability to work independently as well as part of an extended, cross-functional team
• Proactively gather feedback from Clients and collaborate with internal teams to drive improvement, ensuring that clients are heard and addressed
• Self-driven, results-oriented and disciplined work ethic with a positive outlook
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional and polite manner
• Expert conflict resolution skills
• Hightly effective Empathic communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or member’s point of view

Qualifications

• Bachelor’s degree or equivalent experience required

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