Leads account management for pharmacy benefit management clients, overseeing managers and strategic account executives. Drives client retention, consultant relationships, service delivery, KPI performance, talent development, strategic initiatives, and operational improvements. Partners with business development, marketing, HR, and leadership to strengthen client loyalty, support new business, improve processes, and implement revenue-driving programs. Requires approximately 26%–50% travel for client and consultant meetings.
Responsible for leading a Manager of Account Management and a team of Strategic Account Executives with planning and direction, talent acquisition, and Employee Benefit Consultant (BC) / client relationship development with the goal of improving account retention rates and achieving key performance indicator standards. The Director evaluates market changes to identify opportunities to improve Account Management service delivery model to employee benefit consultants and clients. This role requires approximately up to 50% travel for client or EBC facing meetings.
Essential Job Responsibilities Include:
- Develop and manage talent: Identify the skills and performance criteria necessary for success across a variety of roles and manage staff to meet and exceed these standards. In coordination with the VP of Account Management and HR, assist in creating career-building development plans for staff. Coach and mentor Strategic Account Executives and Manager of Account Management by observing and providing feedback in order to foster development and success of individuals.
- Assists Vice President of Account Management in yearly strategic planning and execution of the plan. Strategize to develop ways to increase client satisfaction and preserve loyalty and market share.
- Builds Employer Benefit Consultant (EBC) relationships and maintain proactive outreach to identify changing needs and competitor strategies. This includes scheduling, facilitating and providing follow-up for a minimum of quarterly meetings with preferred EBC relationships.
- Partner with Business Development to build EBC relationships. This includes participating in expectations sessions with the EBC and attending finalist meetings as appropriate.
- Establishes departmental goals for service delivery measured through key performance indicators (KPI’s).
- Evaluates team’s performance against the KPI’s and intervenes with management direction to assist account management team meet and exceed goals.
- Conduct meetings with account teams and EBC firms to discuss BOB utilization, market updates, obstacles and dynamics.
- Attend reviews with Strategic Account Executive for development opportunities, at risk clients and new business. Lead the Team Account Retention Planning (TARP) process and focused on saving at risk clients.
- Ensure that the Account Management department standards, methods, and process and procedures for client service are followed through working with the Manager(s) of Account Management. This includes the delivery of client marketing and messaging programs to meet revenue objectives, budgets, ROI, and client service satisfaction.
- Partner with Account Management leadership to create policies and procedures for Strategic Account Executives to follow. Revises policies and procedures based upon root cause analysis of issues to prevent recurrence.
- Directs Manager(s) of Account Management activities and coaches them on handling issues that require escalation.
- Strategic Initiatives: The Director plays a key role in identifying and implementing key initiatives and assists in planning how significant new initiatives are rolled out to our clients and internal teams.
- Operational Ease: Participates in new product/service development teams with other functional team leaders to optimize the launch and other revenue driving processes increasing speed to market and ease of using our platform for the teams and our clients.
- Identifies operational efficiency opportunities and provides business requirements to assist in the evaluation of the impact of these suggestions.
- Assist with marketing programs (surveys, webinars) and participate in internal company marketing and communications (events, recognition, town halls)
- All other assigned duties.
Required Skills / Experience:
- Bachelor’s Degree required
- Minimum of 6 years of demonstrated proven progressive leadership experience in the PBM or healthcare related service industry; Customer-facing leadership and account relationship strategy experience
- Capable of interfacing well at all levels within a large organization and client base
- Project management, planning, and organizational skills
- Excellent verbal and written communication skills
- Excellent organization, motivation, leadership and interpersonal skills
- High energy, with a strong ‘can do’ attitude
- Thrives in a dynamic, fast paced environment with many simultaneous projects
Preferred Skills / Experience:
- Master’s Degree preferred
- Minimum of 10 years of work experience preferred
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