Lead, Account Management

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

The Customer Success Team is focused on helping SmithRx’s clients derive the full value of their PBM services. We build and manage effective relationships with our customers’ operational leadership, communicating the value of our services in the context of customers’ business goals with the goal of retaining high-performing, satisfied customers. We proactively identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.

The Lead, Account Management is responsible for a team of individuals driving the ongoing attainment of outcomes, product adoption, and complete post-sale success and satisfaction of SmithRx customers. This role will serve as an internal champion and quarterback, coordinating the cross-functional approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, managing and improving client CSAT scores, enabling effective account coverage, and creating an inspiring team environment.

What you will do:

• 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

What you will bring to SmithRx:

• 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