Job Description
Who We Are:
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.
We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:
- Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
- Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
- Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.
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.
What you will do:
- 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
What you will bring to SmithRx:
- 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
- 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
- A strong history of working strategically with diverse and complex clients
- 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 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
What SmithRx Offers You:
- 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
- Paid Company Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities
