Account Manager - Customer Success

Job Summary:

The Customer Success Team at SmithRx focuses on helping clients derive the full value of their Pharmacy Benefit Management (PBM) services. You will build and manage effective relationships with clients’ operational leadership, communicating the value of SmithRx’s services in the context of their business goals. Your goal is to retain high-performing, satisfied customers by proactively identifying risks to satisfaction and collaborating across product and operational lines to resolve issues and advocate for clients.

As an Account Manager, you will ensure the complete post-sale success and satisfaction of SmithRx customers. You will serve as a trusted advisor and business partner for your client’s operational leadership, starting from implementation kick-off. You will develop and maintain the client success plan, coordinating internal teams to ensure clients achieve their stated business goals.

What you will do:

• Complete reporting and data requirements based on client and team needs
• Be accountable for customer satisfaction and retention of assigned client(s)
• Build trusting relationships with client operational leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Apply cross-functional project management to drive resolution for escalated client issues, coordinating internal and external teams as necessary
• Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
• Identify product gaps by conducting business impact assessments and managing client expectations
• Prioritize issues and assess escalations that may lead to client attrition risk with the Account Managers to ensure a strong mitigation plan is in place

What you will bring to SmithRx:

• Requires 3-5 years of direct account management or relationship management experience in the healthcare space; working knowledge of commercial health insurance and pharmacy benefits strongly preferred
• A positive growth mindset with the ability to approach difficult situations in a calm and focused manner
• An obsession with customer experience and customer satisfaction
• A passion for solving difficult problems together in collaboration with the broader team
• 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, and disciplined work ethic
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional, and polite manner
• Expert conflict resolution skills
• Highly effective communicator with a consultative and tactful approach; ability to observe situations from the client or member’s point of view
• Bachelor’s degree or equivalent experience required