Sr. Client Services Manager

About the role

Why FMH Every day, someone receives a life-changing diagnosis. Getting the right medication should be straightforward - but too often it isn’t. Specialty medications move through a complex network of providers, health plans, pharmacies, and manufacturers. Administrative delays, disconnected systems, and limited visibility can slow treatment when time matters most. Free Market Health exists to make that process work better. Our technology connects stakeholders across the specialty pharmacy ecosystem, helping prescriptions reach the right pharmacy while improving visibility, reducing friction, and keeping treatment moving forward for the patients who depend on them. We focus on the most important stakeholder of all: the patient.

Your impact We are seeking a Senior Client Services Manager to serve as the primary day-to-day operational partner for assigned complex clients following implementation. In this highly visible role, you will lead client-facing operational execution, coordinate cross-functional initiatives, and ensure priorities, timelines, and deliverables remain aligned. Your work will directly influence service quality, client satisfaction, and retention. You will own post-go-live operational coordination for key client relationships, facilitate complex projects across internal teams, and provide clear visibility into progress, risks, and outcomes. You will also help strengthen the Client Services team by mentoring newer colleagues and contributing to improved processes and service delivery.

Life at FMH We’re building more than a company. We’re building a team of ambitious, curious people who are passionate about solving meaningful problems, growing their careers, and genuinely enjoying the journey together. Based in Pittsburgh’s Strip District, FMH draws inspiration from the city we call home. Our value of Grit isn’t just a word on a wall. It’s a mindset inspired by the city around us: showing up, rolling up our sleeves, and finding a way forward no matter the challenge. As FMH continues to grow, so do the opportunities for our people to leave their mark. Guided by our core values of Integrity, Adaptability, Grit, and Collaboration, we foster an environment where trust is earned, new ideas are welcomed, challenges are embraced, and success is shared. You will be surrounded by people who care deeply about the work they do and the people they do it with. Together, we’re building something special, and we’re just getting started.

Responsibilities

• Serve as the primary operational contact for director- and vice president-level client stakeholders.
• Lead post-go-live operational projects and oversee client activity related to service delivery.
• Develop and manage project plans, milestones, task logs, documentation, and recurring status updates.
• Guide internal teams on priorities, resource needs, timelines, risks, and delivery expectations.
• Evaluate project readiness for production based on scope, timing, quality, risk, and competing priorities.
• Coordinate requirements and deliverables across internal partners to ensure work aligns with agreed-upon plans.
• Manage benefit change requests and system configuration updates that support client and operational needs.
• Identify and implement process improvements that strengthen efficiency, quality, and the client experience.
• Train, mentor, and support newer or less experienced team members.

Requirements

• 7+ years of relevant industry experience, including specialty pharmacy experience.
• 4+ years of experience in a client-facing role.
• 2+ years of people management or team leadership experience.
• Experience working for a pharmacy benefit manager (PBM).
• Demonstrated success managing and delivering complex technical projects in a fast