Account Management Manager

3 hours ago

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SmithRx

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Healthcare • Pharmaceuticals • Healthcare IT • Pharmacy Benefit Management • Pharmacy Benefits Management

51 - 200

💰 $20M Series B on 2022-03

Description

• Establish clear team goals/priorities in alignment with broader Customer Success and Account Management strategy. • Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores. • Manage the achievement of key performance indicators for team’s portfolio identified accounts. • Perform regular team member coaching and identify team’s training opportunities • Manage portfolio of accounts toward optimal coverage targets by planning appropriate team capacity • Build trusting relationships with client operational leadership • Maintain a comprehensive understanding of business challenges faced by customers • Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary • Identify product gaps by conducting business impact assessments and proactively manage client expectations • Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is established • Actively participate in the full interview and onboarding life cycle

Requirements

• 5+ years in Customer Success/ Account Management leadership roles with direct reports required • 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required • 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 teams • 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 • Ability to work independently as well as part of an extended, cross-functional team • Self-driven, results-oriented and disciplined work ethic • Ability to take initiative with little to no direction • Be transparent and honest in a positive, professional and polite manner • Expert conflict resolution skills • Highly effective communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or team member’s point of view • Ability to navigate unique and individual team member scenarios while providing coaching through day-to-day challenges, and mentoring through a long-term relationship-based approach to drive long term individual success • Bachelors or equivalent work experience required • Travel requirements: 10-15%

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