Senior Account Manager

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
• Assess and prioritize issues that may lead to client attrition risk and 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
• Highly effective Empathic communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or member’s point of view
• Bachelor’s degree or equivalent experience required

What SmithRx Offers You:

• 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