Director of Account Management – Client Services
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Job Description
Director leading PharmaForce’s U.S. account management team for 340B and pharmacy solutions. Driving client retention, escalations, team development, and service quality.
Responsibilities:
- Own portfolio-level account health across assigned covered entity accounts, monitoring retention risk, client satisfaction, and program performance indicators such as 340B capture rate and total booking value trends
- Identify at-risk accounts and coordinate remediation plans with account managers and internal stakeholders
- Track implementation backlog aging and cross-functional metrics, escalating systemic issues to Implementation Services and Technical Operations leadership
- Serve as the senior escalation point for at-risk or dissatisfied accounts, leading client communications on billing disputes, reimbursement obligations, and service failures
- Partner with Implementation Services and Technical Operations to resolve cross-functional issues and ensure smooth handoffs into account management
- Represent the client voice in internal planning and product roadmap discussions
- Lead, coach, and develop the U.S. Account Management team
- Track turnover, ticket responsiveness, and training gaps; build corrective plans based on client feedback and benchmarks
- Build and maintain onboarding and continuing-education programs for account managers
- Establish standards for client communication, quarterly business reviews, and account documentation
- Improve Account Management processes, tooling, and reporting cadence with Operational Excellence
- Support renewal and expansion motions with Sales and executive leadership
- Partner with Product, Sales, and Operational Excellence on company strategy and prioritization
Requirements:
- 7+ years of experience in account management, client success, or client-facing operations, including at least 2–3 years in a people-leadership role
- Demonstrated experience managing escalations and retention for at-risk enterprise or healthcare accounts
- Strong track record of building team performance standards, coaching frameworks, and measurable improvement in client satisfaction metrics
- Excellent written and verbal communication skills, with the ability to calibrate tone for executive, client, and internal audiences
- Comfort operating in a remote, distributed team environment across U.S. and international (India-based) colleagues
- Preferred: Experience in the 340B drug pricing program, pharmacy benefit management, healthcare revenue cycle, or a related healthcare compliance/SaaS domain
- Preferred: Familiarity with contract pharmacy and split billing models, claims adjudication concepts, or safety-net provider operations
- Preferred: Experience working within a private-equity-backed, growth-stage SaaS organization
Benefits:
- Competitive pay
- Health, dental, vision, and life insurance
- 401(k)
- Paid time off
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