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Account Management Team Leader

2 months ago

Lehi, Utah, United States SmithRx Full time
Job Overview

About Us:

SmithRx is an innovative, rapidly expanding Health-Tech firm dedicated to transforming the Pharmacy Benefit Management (PBM) industry. Our goal is to create a state-of-the-art drug acquisition platform that leverages advanced technology, cost-saving tools, and exceptional customer service. Since our inception in 2016, we have successfully onboarded hundreds of thousands of members, providing solutions that resonate with clients nationwide.

We take pride in our mission-driven and collaborative culture, which motivates our employees to excel. We believe in the necessity of reforming the U.S. healthcare system and are committed to making that vision a reality. Our core values guide us:

  • Integrity: We operate with honesty and transparency to earn our clients' trust.
  • Courage: We tackle a flawed industry and strive for continuous improvement to enhance health outcomes.
  • Collaboration: We nurture an inclusive environment that values teamwork, respect, and open communication, encouraging creativity and diverse perspectives.

Position Summary:

The Customer Success Team is dedicated to ensuring that SmithRx's clients maximize the value of their PBM services. We cultivate and maintain strong relationships with our customers' operational leadership, articulating the value of our services in alignment with their business objectives to retain high-performing, satisfied clients. We proactively identify potential risks to client satisfaction and work collaboratively across product and operational teams to pursue solutions and advocate for our clients.

The Manager of Customer Success and Account Management oversees a team focused on achieving outcomes, driving product adoption, and ensuring the overall success and satisfaction of SmithRx customers post-sale. This role acts as an internal champion and coordinator, facilitating the cross-functional collaboration necessary for sustained customer success and growth. Key responsibilities include setting team objectives, managing and enhancing customer satisfaction scores, ensuring effective account coverage, and fostering an inspiring team environment.

Key Responsibilities:

  • Define clear team objectives aligned with the broader Customer Success and Account Management strategy.
  • Drive customer success outcomes, including reducing churn, identifying revenue expansion opportunities, increasing product adoption, and enhancing overall customer health scores.
  • Oversee the achievement of key performance indicators for the team's assigned accounts.
  • Conduct regular coaching sessions for team members and identify training needs.
  • Manage account portfolios to meet optimal coverage targets by planning team capacity effectively.
  • Build trusting relationships with client operational leadership.
  • Maintain a thorough understanding of the business challenges faced by customers.
  • Assist leadership in managing cross-functional projects to resolve escalated client issues while coordinating internal and external teams as needed.
  • Identify product gaps through business impact assessments and proactively manage client expectations.
  • Evaluate and prioritize issues that may lead to client attrition risk and ensure a robust mitigation plan is in place.
  • Actively participate in the entire interview and onboarding process.

Qualifications:

  • 5+ years of experience in Customer Success or Account Management leadership roles with direct reports.
  • 5+ years of knowledge in healthcare benefits, pharmacy benefits, or commercial health insurance.
  • A positive, growth-oriented mindset with the ability to remain composed under pressure while driving towards solutions.
  • A strong focus on customer experience and satisfaction.
  • A collaborative approach to solving complex problems with broader teams.
  • Excellent communication and interpersonal skills, capable of navigating and mediating conflicts while fostering open dialogue.
  • Experience in managing client relationships, ensuring expectations and deliverables are documented and met, and achieving client satisfaction.
  • Ability to work independently and as part of a cross-functional team.
  • Self-motivated, results-driven, and disciplined work ethic.
  • Proactive with minimal supervision.
  • Transparent and honest communication in a professional and courteous manner.
  • Expertise in conflict resolution.
  • Highly effective communicator with a consultative and tactful approach, able to view situations from the client or team member's perspective.
  • Ability to address unique team member scenarios while providing coaching and mentoring for long-term success.
  • Bachelor's degree or equivalent work experience required.

What We Offer:

  • Comprehensive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance.
  • Flexible Spending Benefits.
  • 401(k) Retirement Savings Program.
  • Short-term and long-term disability coverage.
  • Discretionary Paid Time Off.
  • 12 Paid Holidays.
  • Wellness Benefits.
  • Commuter Benefits.
  • Paid Parental Leave.
  • Employee Assistance Program (EAP).
  • Well-stocked kitchen in office locations.
  • Opportunities for professional development and training.