Strategic Account Manager
Clearlink
Manager, Account Management
SmithRx
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Establish clear team goals/priorities in alignment with broader Customer Success and Account Management strategy.
- Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.
- Manage the achievement of key performance indicators for team’s portfolio identified accounts.
- Perform regular team member coaching and identify team’s training opportunities
- Manage portfolio of accounts toward optimal coverage targets by planning appropriate team capacity
- Build trusting relationships with client operational leadership
- Maintain a comprehensive understanding of business challenges faced by customers
- Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
- Identify product gaps by conducting business impact assessments and proactively manage client expectations
- Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is established
- Actively participate in the full interview and onboarding life cycle
Requirements
- 5+ years in Customer Success/ Account Management leadership roles with direct reports required
- 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
- A positive, growth mindset with the ability to stay calm under pressure while driving towards solutions
- An obsession with customer experience and customer satisfaction
- A passion for solving difficult problems together in collaboration with the broader teams
- 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
- Ability to work independently as well as part of an extended, cross-functional team
- Self-driven, results-oriented and disciplined work ethic
- 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 communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or team member’s point of view
- Ability to navigate unique and individual team member scenarios while providing coaching through day-to-day challenges, and mentoring through a long-term relationship-based approach to drive long term individual success
- Bachelors or equivalent work experience required
- Travel requirements: 10-15%
