# Lead, Account Support

**Company:** [SmithRx](https://hotfix.jobs/companies/smithrx)
**Location:** Remote
**Role:** Account Management
**Experience:** 5+ years
**Skills:** Healthcare Benefits, Pharmacy Benefits Management, Commercial Health Insurance, Customer Success, People Management, Project Management, Kpi Management, Cross-Functional Collaboration, Client Escalation Management, Process Improvement
**Posted:** 2026-05-20

> Lead a team of Account Analysts supporting customer success for a health-tech PBM platform. Focus on team KPIs, mentoring analysts, managing client escalations, and driving cross-functional resolution for healthcare clients.

## Job Description

## Responsibilities
- Manage the achievement of key performance indicators for the analyst team
- 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
- Assist 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

## Requirements
- 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 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

## 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

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