SmithRx
Health-Tech
Lead,AccountSupport
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“Lead, Account Support at SmithRx. Skills: customer success, people management, client relationship management, problem solving. Manage the achievement of key performance indicators for the analyst team. Mentor, train and support the team of analysts supporting the customer success function”
What You'll Achieve.
helping SmithRx’s clients derive the full value of their PBM services; retaining high-performing, satisfied customers; driving the ongoing attainment of outcomes, servicing, and complete post-sale success and satisfaction of SmithRx customers; setting team goals/priorities; enabling effective account coverage; creating an inspiring team environment; responsible for the KPIs directly related to supporting the customer-facing Account Managers to drive customer success; Manage the achievement of key performance indicators for the analyst team
Industry & Context.
proactively identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions; drive resolution for escalated client issues; Identify product & process gaps by conducting business impact assessments; passion for solving difficult problems together
What They're Looking For.
Must Have
5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance, 2+ years of people management experience or evidence of informal leadership related to process improvements, quality initiatives, driving efficiency, or project management
Nice to Have
A desire for career growth in leadership roles, and the ability and willingness to accept feedback and coaching to achieve that end.
What You'll Do.
Manage the achievement of key performance indicators for the analyst team
train and support the team of analysts supporting the customer success function
Build trusting relationships with cross-functional 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
Direct and lead client-facing reporting responsibilities for the Account Analyst team
Assist in the ongoing candidate review and hiring process
Monitor and assist with the management of team member capacity and bandwidth
How You'll Work.
Team & Collaboration
collaborate across product and operational lines; coordination of the cross-functional approach; coordinating internal and external teams; work as part of an extended, cross-functional team; solving difficult problems together in collaboration with broader teams
Communication Scope
High-level communication and interpersonal skills; ability to effectively navigate and mediate conflict and foster honest dialogue; Empathic communicator with a consultative approach
Process & Methodology
cross-functional 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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