Associate Account Manager

Associate Account Manager (AAM)

The Customer Success Team is focused on helping Smith Rx’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. We identify risks to customer satisfaction proactively and collaborate across product and operational lines to pursue solutions and advocate for our customers.

• Complete reporting and data requirements based on client and team needs.
• Be accountable for customer satisfaction and retention of assigned client(s).
• Forge trusting relationships with client operational leadership.
• Maintain a comprehensive understanding of business challenges faced by customers.
• Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary.
• Prioritize issues and assess escalations that may lead to client attrition risk with the Account Managers to ensure a strong mitigation plan is in place.

• 1-3 years of direct account management experience in the healthcare benefits, pharmacy benefits, or commercial health insurance; working knowledge of commercial health insurance and/or pharmacy benefits strongly preferred.
• A positive, growth mindset with the ability to stay calm under pressure while driving towards solutions.
• An obsession with customer experience and customer satisfaction.
• A passion for solving difficult problems together in collaboration with the broader team.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue.
• Experience in client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved.
• Ability to work independently as well as part of an extended, cross‑functional team.
• Self‑driven, results‑oriented and disciplined work ethic.
• Ability to take initiative with little to no direction.
• Transparent and honest in a positive, professional, and polite manner.
• Highly effective communicator with a consultative and tactful approach; ability to observe situations and scenarios from the client or member’s point of view.
• Bachelor’s degree or equivalent experience required.

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance.
• 401(k) Retirement Savings Program.
• Short-term and long-term disability.
• Discretionary Paid Time Off.
• 12 Paid Holidays.
• Paid Parental Leave benefits.
• Employee Assistance Program (EAP).
• Well-stocked kitchen in office locations.
• Professional development and training opportunities.

As set forth in Smith Rx’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.