Manager, Account Management

4 weeks ago
Full-time
Lead
Customer and Technical Support
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

Description

  • Set team goals and priorities in alignment with broader Customer Success and Account Management strategy.
  • Lead a team responsible for ongoing customer outcomes, product adoption, and post-sale customer satisfaction.
  • Drive improvements in CSAT, customer health scores, churn reduction, and revenue expansion opportunities.
  • Manage key performance indicators across the team’s portfolio of accounts.
  • Coach team members regularly and identify training and development opportunities.
  • Plan team capacity and manage portfolio coverage to meet account coverage targets.
  • Build trusted relationships with client operational leadership and maintain a strong understanding of customer business challenges.
  • Coordinate cross-functional efforts to resolve escalated client issues and support customer success initiatives.
  • Identify product gaps through business impact assessments and manage customer expectations proactively.
  • Assess attrition risks and ensure mitigation plans are established for at-risk clients.

Requirements

  • Bachelor’s degree or equivalent work experience.
  • 5+ years of leadership experience in Customer Success or Account Management.
  • 5+ years of working knowledge of healthcare benefits, pharmacy benefits, or commercial health insurance.
  • Executive-level communication and interpersonal skills.
  • Experience managing client relationships, documenting expectations and deliverables, and ensuring stakeholder alignment.
  • Ability to work independently and as part of a cross-functional team.
  • Strong conflict resolution skills and the ability to mediate difficult conversations.
  • Self-driven, results-oriented, and able to take initiative with minimal direction.
  • Transparent, honest, and professional communication style.
  • Empathic, consultative approach to collaboration.
  • Positive, can-do attitude and strong commitment to customer experience.

Benefits

  • Total rewards package including incentive bonus and stock options.
  • Highly competitive medical, pharmacy, dental, vision, life, and disability insurance.
  • Discretionary time off.
  • 401(k) retirement savings program.
  • Flexible spending benefits.
  • Paid parental leave.
  • Professional development and training opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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