KPP/SR CLIENT SERVICES MANAGER

Kroger•Cincinnati, OH

51d

About The Position

Perform overall management of relationships supporting Kroger Prescription Plan (KPP) clients and customers. Proactively develop strong partnerships with clients to maximize loyalty and to ensure compelling client testimonials and endorsements while making decisions based on conclusions guided by precedent and working within the limits of established policies. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

Requirements

Bachelor's Degree business, healthcare or related discipline or equivalent work experience
5+ years of experience in direct account or client relationship management in the PBM industry
Able to anticipate customer needs, build partnerships, build effective teams, excellent communication skills and presentation skills
Involves others to accomplish individual and team goals, drives for results, sets clear expectations and milestones, reviews progress and acts decisively
Travel up to 25%
Must be able to perform the essential job functions of this position with or without reasonable accommodation

Nice To Haves

Master's Degree of Business Administration
Nationally Certified Pharmacy Technician

Responsibilities

Plan strategically and directs all account management team activities to ensure that client service is maintained at the highest level of quality, productivity, and integrity
Work closely to support KPP operations team to facilitate service delivery, quality control, and issue resolution between the client and KPP
Provide direct account management services to key clients serving as the chief liaison
Provide strategic leadership to the client services team; training and development, performance evaluation and reviews, performance management, discipline, etc.
Lead the client services team in order to enhance and build upon existing relationships resulting in client retention and add-on business as a key member of the PBM leadership team
Apply industry knowledge to ensure customers have the best products for their needs
Quickly solving and working with clients on resolutions to problems that may arise
Keep up with current and possible future policies, practices, innovations, and trends in the organization and the marketplace
Support development and implementation of department policies and procedures as needed; ensure associates understand and meet all requirements
Monitor client satisfaction ratings
Develop and communicate performance metrics; evaluate performance and provide direction, mentoring, coaching and necessary training to team
Support development and implementation of department policies and procedures; ensure team understands and meet all requirements
Supervise and coach direct reports in the performance of their duties; complete performance reviews and provide feedback to direct reports
Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements
Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies
Perform other related duties as assigned