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 with various healthcare facilities, including hospitals and rehabilitation centers, to meet their pharmacy needs and provide exceptional customer service. Under the general direction of the Director of Client Services, the Account Manager delivers on the company's value proposition to its clients. This role involves engaging with C-Suite executives and facility leadership to discuss Quarterly Business Reviews and Pharmacy Optimization Services. The Account Manager is also responsible for managing client issues, ensuring timely responses, and setting proper expectations for clients. This position requires a proactive approach to account management, including the successful implementation and promotion of corporate initiatives. The Account Manager will utilize the company's CRM software to manage their client base, track activities, and document the up-selling of products and solutions. They will prepare and participate in Book of Business Reviews with management and collaborate with the sales team to serve accounts effectively. Additionally, the Account Manager will conduct routine client-facing training, oversee the implementation of new facilities, and provide educational materials to ensure compliance with procedures and resources. This role may also involve attending corporate networking events and establishing productive 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.
- Manages client base through the company's CRM software, tracking and managing activities, tasks, contacts, and other material events with clients.
- Responsible for the 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.
- 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.
- Establishes 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; MBA is desired.
- Previous experience in a client management, customer service, or client support role is desired; experience in a healthcare setting or business-to-business setting is preferred.
- Ability to present to all levels of management; excellent time-management skills; basic computer skills; advanced Microsoft Office proficiency; outstanding problem-solving skills; experience in root cause analysis; able to collaborate cross-functionally; experience working within a team.
Nice-to-haves
- SalesForce and Axiom experience; previous experience in a project management and client-facing customer service role; strong background in administrative management with the ability to manage multiple priorities and deadlines at once; strong experience in business writing.
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
