Account Manager

Who We Are

Smith Rx is a rapidly growing, venture-backed Health-Tech company disrupting the expensive and inefficient Pharmacy Benefit Management (PBM) sector. We build 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, our solution is resonating with clients across the country. We pride ourselves on a mission‑driven collaborative culture that inspires employees to excel.

We believe the U.S. healthcare system needs transformation, and we work daily to make that change a reality.

• 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 Smith Rx 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.

The Customer Success Team focuses 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 to retain high‑performing, satisfied customers. As an Account Manager, you will ensure post‑sale success and satisfaction, serve as a trusted advisor, and start involvement at implementation kick‑off.

You are responsible for developing and maintaining the client success plan and orchestrating the involvement of additional Smith Rx teams to help clients achieve their stated business goals.

• Complete reporting and data requirements based on client and team needs.
• Be accountable for customer satisfaction and retention of assigned client(s).
• Build trusting relationships with client operational leadership.
• Maintain a comprehensive understanding of business challenges faced by customers.
• Apply cross‑functional project management to drive resolution for escalated client issues, coordinating internal and external teams as necessary.
• Support research and data activities to drive resolution for escalated client issues.
• Identify product gaps by conducting business impact assessments and managing client expectations.
• 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.

• 3‑5 years of direct account management or relationship management experience in the healthcare space; working knowledge of commercial health insurance and pharmacy benefits strongly preferred.
• A positive growth mindset with the ability to approach difficult situations calmly and focus on 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.
• Be transparent and honest in a positive, professional and polite manner.
• Expert conflict resolution skills.
• 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.
• Flexible Spending Benefits.
• 401(k) Retirement Savings Program.
• Short‑term and long‑term disability.
• Discretionary Paid Time Off.
• Paid Company Holidays.
• Wellness Benefits.
• Commuter Benefits.
• Paid Parental Leave benefits.
• Employee Assistance Program (EAP).
• Well‑stocked kitchen in office locations.
• Professional development and training opportunities.