Manager, Account Management

What will you do:

• 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

What will you bring to SmithRx:

• Bachelor degree or equivalent work experience required
• 5+ years in Customer Success/ Account Management leadership roles required
• 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
• A positive, can-do attitude
• 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 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
• Conflict resolution skills
• Empathic communicator with a consultative approach, able to see things from other person's point of view

What SmithRx Offers You:

• Total Rewards package that includes incentive bonus and stock options
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, Life and Disability insurance
• Discretionary Time Off
• 401(k) Retirement Savings Program
• Flexible Spending Benefits
• Paid Parental Leave benefits
• Professional development and training opportunities