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

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