DIRECTOR, CLIENT SERVICES / SENIOR LIVING

Res-Care, Inc.•Philadelphia, PA

39d•Remote

About The Position

Under the general direction of the VP of Operations Programming, the Director delivers on the company's value proposition to its clients. They lead a team of Sr Account Manager's, Account Manager's and Managers. The Director cultivates and maintains on-going strategic client relationships and partnerships at all levels of the organization to achieve the company revenue, growth, and retention goals. The position requires up to 50% travel, primarily supporting business operations across the Central and Eastern Time Zones in the United States. Schedule: Monday - Friday, with occasional weekends and hours based on business needs

Requirements

Solid background in supervising and supporting team members.
Industry experience in service-oriented environments, with healthcare, senior living, or pharmacy strongly preferred.
Required: BA/BS
Required: 5-10 years previous experience managing a team in a client management, customer service, or client support role; previous experience with team management in a healthcare setting or other business-to-business setting.
Required: 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

Desired: MBA
Desired: related experience in pharmacy industry
Desired: 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

Responsibilities

Drives retention and growth of a large book of business across a given team.
Assess, identify and train the talent on their team and appropriately assign account responsibilities.
Develops Account Managers into promotional candidates for a future position.
Tracks expiring client contracts and identify risk. They own the strategic plan for renewal along with pricing and contract negotiation. The Director also owns post mortem plans for accounts lost and how to develop strategies that avoid further losses in the future.
Deploys PharMerica's advanced, consultative, and strategic approach to account management. This includes the successful implementation and promotion of various corporate initiatives.
Engages with the C-Suite, Regional or Facility leadership to discuss Monthly/Quarterly Business Reviews and Pharmacy Optimization Services.
Oversees client issue escalation process and collaborates with key internal partners, elevating high level issues through the organization for complete resolution.
Monitors their team's performance on activities, tasks, contacts, and other material events with clients.
Prepares on a quarterly or semi-annual basis a Book of Business Review with Management.
Works with other company disciplines to assure that corporate standards are achieved.
Attends client and PharMerica corporate/networking events and conferences.
Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.