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Lead, Account Support

2 weeks, 5 days ago
United States
Full-time
Lead
Customer Success Manager
Project and Program Management
CRM
Apply Now
SmithRx

SmithRx

SmithRx revolutionizes pharmacy benefits with transparent technology, connecting stakeholders for efficient drug delivery and cost savings.

Pharmaceuticals
1K-5K
Founded 2016
$38M raised
View All Jobs 40

Description

  • Manage the analyst team’s key performance indicators and overall performance.
  • Mentor, train, and support analysts in the customer success function.
  • Build trusting relationships with cross-functional leadership and internal partners.
  • Maintain a strong understanding of customers’ business challenges and operational needs.
  • Assist with cross-functional project management to resolve escalated client issues.
  • Identify product and process gaps through business impact assessments and client feedback.
  • Support client escalations and service recovery efforts.
  • Lead client-facing reporting responsibilities for the Account Analyst team.
  • Assist with candidate review and hiring processes.
  • Monitor team capacity and bandwidth to maintain effective account coverage.

Requirements

  • Bachelor’s degree or equivalent work experience required.
  • 5+ years of working knowledge of healthcare benefits, pharmacy benefits, or commercial health insurance required.
  • 2+ years of people management experience, or informal leadership experience in process improvements, quality initiatives, efficiency, or project management.
  • Strong communication and interpersonal skills with the ability to navigate and mediate conflict.
  • Ability to work independently and as part of a cross-functional team.
  • Self-driven, results-oriented work ethic with the ability to take initiative with little to no direction.
  • Transparent, honest, and professional communication style.
  • Empathic, consultative approach with the ability to see other perspectives.
  • Positive, forward-thinking attitude and a strong focus on customer experience and satisfaction.
  • Preferred: Desire for career growth in leadership roles and openness to feedback and coaching.

Benefits

  • Highly competitive medical, pharmacy, dental, vision, life, and AD&D insurance.
  • Flexible Spending Benefits.
  • 401(k) retirement savings program.
  • Short-term and long-term disability coverage.
  • Discretionary paid time off and paid company holidays.
  • Wellness benefits and an Employee Assistance Program (EAP).
  • Commuter benefits and paid parental leave.
  • Professional development and training opportunities.
  • Well-stocked kitchen in office locations.

Interested in this position?

Apply directly on the company website

Apply Now

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