# Lead, Account Management

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

> Leads account management team to drive customer success, reduce churn, identify expansion opportunities, and achieve portfolio KPIs in healthcare benefits/pharmacy space. Requires 5+ years client management experience, healthcare knowledge, and 1-2 years leadership.

## Job Description

## Responsibilities

- 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 the team’s portfolio-identified accounts
- Perform regular team member coaching and identify the team’s training opportunities
- 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 & process gaps by conducting business impact assessments and proactively managing client expectations
- Support the team in managing client escalations and service recovery
- Assist in the ongoing candidate review and hiring process
- Monitor and assist with the management of team member capacity and bandwidth, new business assignments, and client reassignments

## Requirements

- Bachelor's degree or equivalent work experience required
- 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
- 5+ years of experience in client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
- 1-2 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 the broader teams
- Executive-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

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