Director, Account Management – Pharmacy Benefit Management
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Job Description
Director leading PBM account management, client retention, and Employer Benefit Consultant relationships. Managing strategic account teams, KPIs, service delivery, and growth initiatives.
Responsibilities:
- Lead a Manager of Account Management and a team of Strategic Account Executives through planning, direction, talent acquisition, and relationship development
- Improve account retention rates and achieve key performance indicator standards
- Evaluate market changes to identify opportunities to improve the Account Management service delivery model
- Develop and manage talent, including defining skills and performance criteria and managing staff against those standards
- Create career-building development plans with the Vice President of Account Management and HR
- Coach and mentor Strategic Account Executives and the Manager of Account Management
- Assist the Vice President of Account Management with annual strategic planning and execution
- Develop strategies to increase client satisfaction, preserve loyalty, and maintain market share
- Build and maintain Employer Benefit Consultant relationships through proactive outreach and quarterly meetings
- Partner with Business Development on EBC relationships, expectation sessions, and finalist meetings
- Establish departmental service-delivery goals measured through KPIs and manage team performance against them
- Conduct meetings with account teams and EBC firms regarding BOB utilization, market updates, obstacles, and dynamics
- Review development opportunities, at-risk clients, and new business with Strategic Account Executives
- Lead the Team Account Retention Planning process focused on saving at-risk clients
- Ensure Account Management standards, methods, processes, and procedures are followed
- Deliver client marketing and messaging programs aligned with revenue objectives, budgets, ROI, and client-service satisfaction
- Create and revise policies and procedures based on root-cause analysis
- Direct Account Management Managers and coach them on escalated issues
- Identify and implement strategic initiatives and help plan significant initiative rollouts
- Participate in new product/service development teams to optimize launches and revenue-driving processes
- Identify operational efficiency opportunities and provide business requirements for impact evaluation
- Assist with marketing programs such as surveys and webinars and participate in internal marketing and communications events
- Perform other assigned duties
Requirements:
- Bachelor’s Degree required
- Minimum of 6 years of demonstrated proven progressive leadership experience in the PBM or healthcare related service industry
- Customer-facing leadership and account relationship strategy experience
- Ability to interface 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
- High energy, with a strong “can do” attitude
- Thrives in a dynamic, fast-paced environment with many simultaneous projects
- Master’s Degree preferred
- Minimum of 10 years of work experience preferred
Benefits:
- Approximately up to 50% travel for client or EBC-facing meetings
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