Manager,AccountManagementandMemberExperience

**_Position Summary_** The Manager of Client Service/Experience in the Prime Division, will oversee a team of Account Managers and Sr Account Managers, and is responsible for overall operational effectiveness and member/client satisfaction. The leader identifies opportunities to standardize and capture metrics for the following: implementation and operational needs for issue resolution in eligibility, claims, implementations, participant materials, report requests, and general inquiries for complex clients. This position is client-facing and is responsible for the oversight of Account Managers that manage client accounts, including new accounts and products, to ensure satisfaction, profitability, and renewal. The role assists in reviewing quality control of account activity, operational performance guarantees and maintaining documentation processes for client review. The individual works with Account Directors on developing strategies for up sells, expansion and plan implementation for new and existing clients. _**Essential Functions**_ * Guide and advise leadership on strategic opportunities to ensure competitive growth and advantage across Accredo and EXP’s portfolio and a positive member experience. * Create, document, and regularly maintain roadmaps of processes, procedures, new initiatives that promote growth and efficiency of the department. * Determine opportunities for process improvements impacting expansions and maximizing revenue growth. * Direct activities of internal Account Managers and influence extended team members as related to client strategic objectives and escalated service issues that improve member experience, client retention, and organizational effectiveness. Lead and coach account managers to be member centric, review Accredo and EXP’s operational performance against client’s expectations and needs. * Ensure direct reports can demonstrate comprehensive knowledge of client’s benefit plan and Accredo and some ESI product offerings such as EXP