SmithRx

Compensation

Full Description

Description: • 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 • Assess and prioritize issues that may lead to client attrition risk and 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 Requirements: • Requires 5+ years of direct account management or relationships management experience in the healthcare space; working knowledge of commercial health insurance and pharmacy benefits strongly preferred • Preferred experience with groups over 50,000 lives • A strong history of working strategically with diverse and complex clients • A positive, growth mindset with the ability to approach difficult situations in a calm and focused manner; understand the challenge and move forward tactfully towards a solution • An obsession with customer experience and customer satisfaction • A passion for solving difficult problems together in collaboration with the broader team • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue • Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved • Anticipate and mitigate potential risks or issues that could impact the client relationship or member experience, and implement proactive solutions • Ability to work independently as well as part of an extended, cross-functional team • Proactively gather feedback from Clients and collaborate with internal teams to drive improvement, ensuring that clients are heard and addressed • Self-driven, results-oriented and disciplined work ethic with a positive outlook • Ability to take initiative with little to no direction • Be transparent and honest in a positive, professional and polite manner • Expert conflict resolution skills • Highly effective Empathic communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or member’s point of view • Bachelor’s degree or equivalent experience required Benefits: • Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance • Flexible Spending Benefits • 401(k) Retirement Savings Program • Short-term and long-term disability • Discretionary Paid Time Off • 12 Paid Holidays • Wellness Benefits • Commuter Benefits • Paid Parental Leave benefits • Employee Assistance Program (EAP) • Well-stocked kitchen in office locations • Professional development and training opportunities