Sr. Client Services Manager

FreeMarketHealth•Pittsburgh, PA

2d•Hybrid

About The Position

We are seeking a Senior Client Services Manager to serve as the primary day-to-day operational partner for assigned complex clients following implementation. In this highly visible role, you will lead client-facing operational execution, coordinate cross-functional initiatives, and ensure priorities, timelines, and deliverables remain aligned. Your work will directly influence service quality, client satisfaction, and retention. You will own post-go-live operational coordination for key client relationships, facilitate complex projects across internal teams, and provide clear visibility into progress, risks, and outcomes. You will also help strengthen the Client Services team by mentoring newer colleagues and contributing to improved processes and service delivery.

Requirements

7+ years of relevant industry experience, including specialty pharmacy experience.
4+ years of experience in a client-facing role.
2+ years of people management or team leadership experience.
Experience working for a pharmacy benefit manager (PBM).
Demonstrated success managing and delivering complex technical projects in a fast-paced environment.
Experience applying established project management methodologies.
Strong written, verbal, and presentation skills, with the ability to build effective relationships at all organizational levels.
Excellent organization, prioritization, problem-solving, and time-management skills.
A collaborative, adaptable approach and comfort navigating changing priorities and ambiguity.
Proficiency with Microsoft Office, internet-based tools, and general PC applications.

Responsibilities

Serve as the primary operational contact for director- and vice president-level client stakeholders.
Lead post-go-live operational projects and oversee client activity related to service delivery.
Develop and manage project plans, milestones, task logs, documentation, and recurring status updates.
Guide internal teams on priorities, resource needs, timelines, risks, and delivery expectations.
Evaluate project readiness for production based on scope, timing, quality, risk, and competing priorities.
Coordinate requirements and deliverables across internal partners to ensure work aligns with agreed-upon plans.
Manage benefit change requests and system configuration updates that support client and operational needs.
Identify and implement process improvements that strengthen efficiency, quality, and the client experience.
Train, mentor, and support newer or less experienced team members.