Account Manager - Chicago, IL

SPS Health LLC•Chicago, IL

2h•Remote

About The Position

The Account Manager, LTC Client Services serves as the primary relationship owner for a portfolio of long-term care pharmacy clients. This role is consultative, data-driven, and highly accountable, focused on driving client engagement, retention, contract performance, and growth across SPS Health offerings including GPO, PSAO, Formulary Management Services (FMS), and related affiliate solutions. Account Managers operate as trusted advisors to their clients while partnering closely with the Director, LTC Client Services and cross-functional internal teams. Success in this role is measured by consistent client engagement, execution against contractual and operational expectations, revenue growth, and disciplined CRM and documentation practices—directly aligned to the Account Management incentive compensation program.

Requirements

Bachelor’s degree required or equivalent relevant experience.
3–5+ years of experience in account management, client services, or related roles within healthcare, pharmacy, PBM, or LTC environments.
Strong understanding of LTC pharmacy operations, contract-based programs, and client-facing performance management.
Proficiency with Salesforce or comparable CRM systems; comfort using data and reporting to support client conversations.
Demonstrated ability to manage multiple client relationships, prioritize effectively, and operate with a high level of accountability.
Consultative client management and relationship-building
Analytical thinking and performance-driven execution
Clear, professional client communication (verbal and written)
Cross-functional collaboration and influence
Strong organization, follow-through, and attention to detail

Responsibilities

Act as the primary point of contact for assigned LTC pharmacy accounts, maintaining a deep understanding of client goals, contract participation, operational needs, and growth opportunities.
Conduct Quarterly Business Reviews (QBRs) for 100% of assigned clients, delivered virtually or on-site, clearly articulating value, performance, and optimization opportunities.
Maintain regular client touchpoints beyond QBRs to ensure proactive issue identification, service quality, and relationship strength.
Ensure all client and vendor interactions are accurately logged in Salesforce in accordance with required activity standards.
Drive pharmaceutical contract linkage and eligibility performance, partnering with internal analytics teams to identify gaps and improvement opportunities.
Support contract sales volume maintenance and growth, understanding performance drivers and proactively addressing risks to contract participation.
Expand client participation in non-pharma GPO contracts, supplies, and services, including activation of new agreements.
Identify and support cross-sell opportunities across SPS Health affiliates (e.g., PSAO, FMS, GPO, StatimRx, logistics), coordinating warm handoffs with Business Development and Sales partners.
Own client retention outcomes, proactively managing renewal risk and escalating service concerns to leadership as appropriate.
Partner with Client Operations, PSAO, and FMS teams to support onboarding, implementation, and service expansions.
Ensure data feed continuity for assigned clients (PSAO and FMS), including timely setup for new clients and resolution of data gaps.
Coordinate investigation and resolution of issues related to plan setup, claims processing, formulary management, and vendor performance.
Monitor service quality indicators and contribute to a goal of zero service-related client losses.
Participate in and support vendor engagement activities, including meetings and calls with pharmaceutical, wholesaler, and non-pharma partners.
Collaborate cross-functionally with Analytics, Marketing, Client Initiatives, Operations, and Sales to ensure consistent client experience and value delivery.
Support lead generation efforts through client and vendor conversations, ensuring appropriate documentation and follow-up.
Maintain accurate and timely Salesforce CRM documentation, including account assignments, touchpoints, business reviews, and opportunity tracking.
Utilize internal tools (Salesforce, Monday.com, reporting dashboards) to track performance against defined KPIs tied to incentive compensation.
Demonstrate strong organizational discipline and ownership of assigned portfolio performance.