SmithRx
Healthcare
Lead,AccountManagement
Neural analysis suggests this role is
optimal for Mid candidates.
“Lead, Account Management at SmithRx. Skills: Account Management, Customer Success, Client Relationship Management, Team Leadership, PBM Services. driving the ongoing attainment of outcomes, product adoption, and complete post-sale success and satisfaction of SmithRx customers. setting team goals/priorities”
Industry & Context.
tenaciously pursue solutions; drive resolution for escalated client issues; Identify product & process gaps by conducting business impact assessments; passion for solving difficult problems
What They're Looking For.
Must Have
Bachelor's degree or equivalent work experience required, 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required, 5+ years of experience in client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved, 1 -2 years of of people management experience or evidence of informal leadership related to process improvements, quality initiatives, driving efficiency, or project management
What You'll Do.
driving the ongoing attainment of outcomes
and complete post-sale success and satisfaction of SmithRx customers
setting team goals/priorities
managing and improving client CSAT scores
enabling effective account coverage
creating an inspiring team environment
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 the team’s portfolio-identified accounts
Perform regular team member coaching and identify the team’s training opportunities
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 & process gaps by conducting business impact assessments and proactively managing client expectations
Support the team in managing client escalations and service recovery
Assist in the ongoing candidate review and hiring process
Monitor and assist with the management of team member capacity and bandwidth
new business assignments
and client reassignments
How You'll Work.
Team & Collaboration
collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients; internal champion and quarterback, coordinating the cross-functional approach required for sustained customer success and growth; coordinating internal and external teams as necessary; work as part of an extended, cross-functional team; solving difficult problems together in collaboration with the broader teams
Communication Scope
Executive-level communication and interpersonal skills; Empathic communicator with a consultative approach
Process & Methodology
cross-functional project management, project management
Full 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 proactively identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for ou
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