Manager, Account Management (Pharmacy Benefits)

Manager, Account Management

Purpose:

Responsible for the leadership and development of a team of Account Managers and Strategic Account Executives with the goal of improving account retention and achieving key performance indicator standards. The Account Management Manager partners with the Account Management Director for the assigned region to ensure alignment to corporate retention goals and support the growth and development of Account Managers.

Role and Responsibilities:

The following key elements describe the basic duties and responsibilities of the position but are not all-inclusive:

• Coach and mentor Account Managers and Strategic Account Executives by observing and providing feedback to foster development and success of individuals.
• Conduct performance evaluations of Account Managers and Strategic Account Executives and ranks performance across the Account Management team.
• Assists in creating professional development plans for Account Managers and Strategic Account Executives, coaching them on their performance, training needs, and identifies account managers ready for advancement
• Creates performance scorecards to objectively measure the effectiveness of the Account Managers and Strategic Account Executives.
• Manage account team client escalations before fielding to Director and senior level leadership team.
• Partner with Account Management leadership to create policies and procedures for Account Managers and Strategic Account Executives to follow. Revises policies and procedures based upon root cause analysis of issues to prevent recurrence.
• Ensure that the Account Management department standards, methods, and procedures for client service of the assigned accounts are achieved. This includes the delivery of client marketing and messaging programs to meet revenue objectives, budgets, ROI, and client service satisfaction.
• Foster teamwork and a supportive departmental culture with a can do attitude to provide exceptional service to EBC’s and clients.
• Strategize with Director and VP of Account Management to develop ways to increase client satisfaction, preserve loyalty and improve retention rates.
• Assists in creating and reviewing business requirements for key initiatives and how significant new initiatives are rolled out and serviced with our clients and internal teams to full adoption.
• Partners with RxBenefits functional team leaders to optimize the launch and new products/services for the Account Management teams, EBCs and clients.

Minimum Job Requirements & Proficiencies:

• Bachelor’s Degree required
• Minimum of 8 years of work experience required
• Minimum of 3 years of proven progressive leadership experience in the PBM or healthcare related service industry; Customer-facing leadership and account relationship strategy experience
• Capable of interfacing well at all levels within a large organization and client base
• Project management, planning, and organizational skills
• Excellent verbal and written communication skills
• Excellent organization, motivation, leadership and interpersonal skills
• Demonstrate a proficient grasp of existing and new service offerings
• High energy, with a strong ‘can do’ attitude
• Thrives in a dynamic, fast paced environment with many simultaneous projects