Senior Enterprise Account Manager
SmithRx
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
account managementrelationship managementproject managementbusiness impact assessmentsclient satisfactionrisk mitigationcustomer experienceproblem solvingdata analysishealthcare knowledge
Soft skills
executive-level communicationinterpersonal skillsconflict resolutionempathycollaborationinitiativetransparencypositive mindsetresults-orientedmentorship
Certifications
Bachelor’s degree