Senior Customer & Accountability Manager

Senior Customer Performance & Accountability Manager

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Smith Rx 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, Smith Rx has a solution that is resonating with clients all across the country.

• 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.

Smith Rx is seeking a Sr. Manager, Customer Performance & Accountability to join our growing team. In this strategic leadership role, you’ll collaborate directly with senior executives and key clients to ensure that Smith Rx is achieving our objective of providing the lowest possible drug costs. This individual will architect and execute Smith Rx’s strategy for evaluating customer performance and performance relative to contract guarantees (performance accountability).

Collaboration with Data Analytics, Account Management, Proposals, Sales, Clinical Strategy, and Legal teams will be essential to synthesize commercial pharmacy data and contractual obligations, and communicate the story of Smith Rx’s performance.

• Performance Assessment
  • Lead initiative with the Account Management team to ensure that Smith Rx performance analysis is completed and value is communicated to clients on an ongoing basis.
  • Build a "performance assessment playbook" to keep Smith Rx ahead of all contract performance accountability processes and satisfy clients.
  • Work with the Data Analytics team to deeply understand our performance for clients and build reports to maximally automate the process of performance accountability.
  • Actively participate in deal assessment for ongoing retention activity.
• Build for the Future
  • Work closely with Sales and Proposals teams to craft offers to pharmacy consultants, brokers, and clients that reflect Smith Rx’s value.
  • Collaborate with the Legal team to ensure client agreements appropriately reflect our performance accountability strategy.
  • Innovate and evolve performance accountability models for Smith Rx and the PBM industry.
  • Educate pharmacy consultants and brokers about Smith Rx’s performance accountability strategy and its impact on client outcomes.
  • Support other ad‑hoc strategic projects aimed at supporting Smith Rx growth initiatives.

• 8+ years of experience in analytical, financial, or strategy roles, including 3+ years in healthcare and/or pharmacy industry related roles.
• Prior experience in finance, consulting, or startup environments is a strong plus.
• Pharmacy consulting experience is a plus.
• Bachelor’s degree or equivalent experience; advanced degree or MBA preferred.
• Excellent written and oral communication skills; adept at presenting Smith Rx’s value proposition on performance accountability to internal leaders, brokers, pharmacy consultants, and employers.

• 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

Mid‑Senior level

Full‑time

Research, Analyst, and Information Technology

Hospitals and Health Care