Senior Enterprise Account Manager

Company

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting-edge technology, innovative cost-saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

Job Summary

The Customer Success Team is focused on helping SmithRx's clients derive the full value of their PBM services. We build and manage effective relationships with our customers' operational leadership, communicating the value of our services in the context of customers' business goals with the goal of retaining high performing, satisfied customers. We identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.

As an Senior Account Manager, you will be responsible for ensuring the complete post-sale success and satisfaction of SmithRx Tier 1 customers. You will bring strong industry and product knowledge and serve as a trusted advisor and business partner for your client's operational leadership. The Senior Account Manager begins involvement with their client at implementation kick-off and is responsible for the development and maintenance of the client success plan, orchestrating the involvement of additional SmithRx teams to ensure that the client is achieving their stated business goals.

Responsibilities

• Complete reporting and data requirements based on client and team needs
• Take responsibility and be accountable for ensuring customer satisfaction and retention of a complex portfolio of clients
• Build trusting relationships with client contacts from the frontlines to C-suite leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Apply cross-functional project management to drive resolution for escalated client issues, coordinating internal and external teams as necessary
• Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
• Identify product gaps by conducting business impact assessments and managing client expectations
• Prioritize issues and assess escalations that may lead to client attrition risk with the Account Managers to ensure a strong mitigation plan is in place
• Actively participate in Customer Success projects and initiatives as requested by Leadership
• Act as a trusted mentor to new and existing Account Managers; providing thorough guidance on best practices, QBR presentations, Action Log maintenance, and other role specific tasks

Qualifications

Benefits

Job Details

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