SmithRx - Senior Director, Account Management

• People Leadership & Talent Development • Lead, coach, and develop Account Executives and Account Management leaders to achieve individual and organizational goals. • Establish a high-performance culture grounded in accountability, collaboration, client advocacy, and continuous improvement. • Conduct regular talent assessments and identify high-potential employees, succession opportunities, and performance gaps. • Create and execute individualized development plans to strengthen leadership, strategic thinking, client management, and business acumen. • Provide clear, timely, and actionable performance feedback. • Build a strong leadership bench and succession plan for critical roles. • Ensure appropriate staffing, capacity, spans and layers, and role clarity as the organization scales. • Partner with Talent/HR on recruiting, onboarding, performance management, promotions, and employee engagement. • Account Management Leadership • Establish clear expectations, operating rhythms, and performance standards across the Account Management organization. • Ensure AccountExecutives are operating proactively and strategically rather than primarily responding to client issues. • Coach teams to develop strong executive relationships and become trusted strategic advisors to clients. • Drive consistency in account planning, QBRs, client communications, escalation management, and business reviews. • Monitor team performance against key client and business metrics, including retention, satisfaction, engagement, and financial performance. • Ensure appropriate escalation and executive engagement for high-risk or strategically important clients. • Organizational Effectiveness • Evaluate team structure, workloads, account assignments, and capacity to ensure sustainable performance. • Identify opportunities to improve processes, tools, training, and operating models. • Develop scalable frameworks and playbooks that enable consistent Account Management practices. • Establish meaningful OKRs and reporting to measure team effectiveness and identify opportunities for improvement. • Partner with leadership to evolve the Account Management model as the business grows. • Cross-Functional & Executive Partnership • Partner with Operations, Product, Sales, Finance, Clinical, Legal, Member Services, and other functions to deliver an integrated client experience. • Represent Account Management in leadership discussions and strategic initiatives. • Escalate organizational and client risks with clear recommendations and action plans. • Translate company direction into clear priorities and expectations for the Account Management team. • Serve as a visible and trusted leader across the organization. • Leadership Expectations • The successful candidate will: • Lead through others rather than becoming the primary problem solver. • Lead through others • Develop talent and consistently raise the capability of the team. • Develop talent • Think strategically and connect day-to-day client management to broader business objectives. • Think strategically • Make decisions and provide clear direction when the team encounters ambiguity. • Make decisions • Anticipate challenges rather than operating reactively. • Anticipate challenges • Build strong leaders, not dependency on the Senior Director. • Build strong leaders • Champion change and help the organization adapt as the company scales. • Champion change • 10+ years of experience in Account Management, Client Success, Customer Success, or a related client-facing function.. • 5+ years of people leadership experience, including managing managers and/or senior-level professionals. • Experience working with various clients ranging in size from small to enterprise level employers, Health Plans, TPAs, brokers, and consultants. • Demonstrated success building and developing high-performing teams. • Experience managing organizational growth, capacity planning, or evolving operating models. • Strong executive presence and communication skills. • Demonstrated ability to coach leaders and address performance issues effectively. • Strong strategic thinking, business acumen, and decision-making skills. • Experience working cross-functionally in a complex, fast-paced organization. • Bachelors Degree required • Healthcare, benefits, pharmacy, PBM, or related industry experience strongly preferred. • 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 • Zone A includes the following locations: • San Francisco Bay Area - California • Metro New York City - Connecticut, New Jersey, New York and Pennsylvania