SmithRx - Lead, Account Management

• 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 • 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 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 • 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