About the position
As a critical member of a dynamic, growing pharmaceutical services company, the Account Manager of Client Services plays a vital role in the company's success. This position is responsible for cultivating and maintaining ongoing strategic relationships with pharmacy clients, ensuring customer satisfaction with pharmacy services, resolving issues, and overall client retention. The Account Manager will work closely under the general direction of the Director of Client Services to deliver on the company's value proposition to its clients. This role is essential in achieving the revenue, growth, and retention goals of PharMerica. The Account Manager will engage with C-Suite executives, regional, or facility leadership to discuss Quarterly Business Reviews and Pharmacy Optimization Services. They will own the client issue escalation and resolution process, working directly with key internal partners to ensure timely responses to all issues while setting proper expectations for clients. The position requires managing a client base through the company's CRM software, tracking and managing activities, tasks, contacts, and documenting the up-selling of products and solutions related to the overall retention strategy. Additionally, the Account Manager will prepare and participate in a Book of Business Review with management on a quarterly or semi-annual basis. They will collaborate with the sales team to serve the account effectively, prepare quarterly business review materials, facilitate client engagement calls, conduct routine client-facing telephonic training, and oversee the implementation of new facilities. The role also involves providing educational materials to facilitate compliance with procedures, tools, and resources, and working with other disciplines such as credit/collections, contracting, and marketing to ensure corporate billing and receivables standards are met. The Account Manager may also attend corporate/networking events and conferences to establish productive, professional relationships with key personnel in partner accounts.
Responsibilities
- Deploys advanced, consultative, and strategic approach to account management, including the successful implementation and promotion of various corporate initiatives.
- Engages with the C-Suite, Regional or Facility leadership to discuss Quarterly Business Reviews and Pharmacy Optimization Services.
- Owns client issue escalation and resolution process, working directly with key internal partners to achieve timely responses on all issues and set proper expectations for clients.
- Manages client base through the company's CRM software, tracking and managing activities, tasks, contacts, and documenting up-selling of products and solutions.
- Responsible for preparation and participation in a Book of Business Review with Management on a quarterly or semi-annual basis.
- Collaborates and assists the sales team in serving the account.
- Prepares quarterly business review materials, facilitates client engagement calls, conducts routine client-facing telephonic training, and oversees the implementation of new facilities.
- Provides educational materials to facilitate compliance with procedures, tools, and resources.
- Works with other disciplines (credit/collections, contracting, and marketing) to assure that corporate billing and receivables standards are achieved.
- May attend corporate/networking events and conferences to establish productive, professional relationships with key personnel in partner accounts.
- Performs other tasks as assigned.
Requirements
- Bachelor's Degree in business or related field is required.
- Previous experience in a client management, customer service, or client support role is desired.
- Experience in a client support role within a healthcare setting or other business-to-business setting is preferred.
- Ability to present to all levels of management is required.
- Excellent time-management skills are necessary.
- Basic computer skills and advanced Microsoft Office proficiency are required.
- Outstanding problem-solving skills and experience in root cause analysis are essential.
- Ability to collaborate cross-functionally and work within a team is required.
Nice-to-haves
- MBA is desired.
- SalesForce and Axiom experience is preferred.
- Previous experience in a project management and client-facing customer service role is desired.
- Strong background in administrative management with the ability to manage multiple priorities and deadlines at once is preferred.
- Strong experience in business writing is desired.
Benefits
- Competitive pay
- Health, dental, vision and life insurance benefits
- Company paid STD and LTD
- Employee Discount Program
- 401k
- Paid-time off
- Tuition reimbursement
- Non-retail/Closed-door environment
- Short Term Incentive Bonus
