Account Manager, Rx Returns

Under general supervision of a manager, the Account Manager in Rx Returns leads day-to-day client engagement for assigned accounts, with the objective of ensuring a high level of client satisfaction.

The Account Manager works in coordination with sales and other stakeholders to manage the client relationship and leads or participates in client calls, documents and manages task lists and project plans, and monitors day-to-day correspondence to ensure accurate and timely delivery of services to clients in accordance with Service Level Agreements (SLAs).

Primary Accountabilities:

Operational (50%)

• Lead client service engagement for assigned accounts on behalf of the Rx client operations team, including regularly scheduled calls, project plans and documentation, and day-to-day correspondence
• Utilize organizational tools to manage task lists and ensure timely completion of client requests, assigned projects, issue resolution, and other action items
• Work closely with Sales, Facility Operations, Customer Service, Product, and Quality team members to ensure client satisfaction
• Drive client issues to resolution
• Regularly inform management and stakeholders on account health, successes achieved, and outstanding issues through status updates; escalate issues appropriately
• Quantify the impact of proposed system enhancements and advise prioritization stakeholders of opportunities
• Participate in client presentations such as Business Reviews
• Assist in coordinating on-boarding activities
• Assist with planning of and participate in process improvement initiatives
• Conduct internal and external client training
• Participate and lead UAT efforts
• Perform other related duties as assigned

Strategic (20%)

• Understand each client’s goals, challenges, marketing objectives and strategies
• Anticipate client needs and communicate these insights to management and sales stakeholders
• Collaborate with internal team members to develop and execute client satisfaction
• Understand and find ways to meet the unique business goals and needs of each client consistent with organizational objectives

Influence (30%)

• Establish and foster ongoing relationships with assigned clients
• Work in seamless coordination with Sales on client strategy, contract renewal and expansion opportunities

Required Qualifications:

• Bachelor’s degree in Business Administration, Accounting, or a related field
• At least four years of relevant experience involving managing relationships with clients, customer service, computer usage, and data analysis; or an equivalent combination of training and experience required to complete the essential functions/job responsibilities of the position
• Healthcare industry experience, preferred
• Demonstrated ability to build relationships; experience in B2B service strongly preferred
• Demonstrated ability to develop relationships with cross functional teams (Sales, Product, IT, Finance) in order to effectively manage and develop action plans for issues
• Proficient with Microsoft Office suite of software products (Excel, Access, Word) and Google products (email, calendar, Drive)
• Integrity: Gains the trust of others by taking responsibility for own actions and telling the truth.
• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information and achieve results.
• Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.
• Analytical & Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
• Effective Execution: Translates broad conceptual understanding of the company's strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.
• Business Acumen: Understands and is aware of how to think about and…