Director of IT Architecture - Technical Account Management - Remote

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Full time

R-17230

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us.

** Job Posting Title*
* Director of IT Architecture
- Technical Account Management
- Remote

** Job Description*
* ** The Director, Technical Account Management is responsible for leading Prime Therapeutics' Technical Account Management (TAM) function and establishing a world-class IT Client Success capability that strengthens strategic client relationships, improves client outcomes, and serves as the primary technology interface between Prime and its clients.*
* This role leads a team of Technical Account Managers who provide ongoing technology relationship management, technical advisory services, and cross-functional coordination for Prime's strategic clients. The Director partners closely with Account Management, Sales, Implementations, Business, and supporting Information Technology areas to ensure Prime delivers consistent, proactive, and high-value client experience throughout the entire client lifecycle.

The Director is accountable for defining and operationalizing the TAM vision, service portfolio, engagement model, governance processes, and client success measures. The role serves as a champion for clients, helping ensure client priorities, modernization roadmaps, technical requirements, and strategic objectives are effectively connected to Prime's business capabilities, platforms, and technology investments.

** Responsibilities*
* + Provide leadership, direction, coaching, mentoring, and performance management for Technical Account Management staff.

+ Define and execute the strategic vision, operating model, service portfolio, engagement framework, and roadmap for the Technical Account Management function.

+ Establish and maintain trusted relationships with strategic client technology leaders and stakeholders.

+ Serve as the technical leadership escalation point for client-facing technology issues, risks, priorities, and strategic opportunities.

+ Develop and maintain technical account management standards, processes, governance models, tools, metrics, and service level expectations.

+ Partner with Account Management, Sales, Implementations, Information Security, Business and supporting IT areas to align client needs with enterprise capabilities and technology strategy.

+ Facilitate ongoing client engagement activities including technology reviews, roadmap discussions, architecture conversations, modernization planning, implementation readiness reviews, and executive briefings.

+ Ensure client priorities, technical requirements, strategic initiatives, and modernization needs are effectively represented within Prime planning and prioritization processes.

+ Lead development of repeatable frameworks for client technology engagement, technical advisory services, client journey management, and modernization planning.

+ Facilitate coordination of complex cross-functional technology initiatives affecting strategic clients.

+ Establish performance metrics and success measures for client satisfaction, client retention, modernization outcomes, technical adoption, operational excellence, and service quality.

+ Identify opportunities to improve client experience through enhanced processes, technology capabilities, automation, standards, and governance.

+ Support strategic client requests, implementations, migrations, and modernization programs by providing technology leadership, oversight, and coordination.

+ Develop and manage departmental budgets, resource plans, workforce strategies, and operational plans.

+ Ensure compliance with applicable regulatory, security, risk management, privacy, audit, and governance requirements.

+ Partner with leadership to define future-state client engagement models and technical advisory capabilities.

+ Foster a culture of collaboration, accountability, innovation, continuous improvement, diversity, equity, and inclusion.

+ Other duties as assigned

** Minimum Qualifications*
* + Bachelors degree in Information Technology or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma from an accredited school or equivalent GED required

+ 8 years of work experience in IT-related roles with exposure to variety of technologies and applications

+ 5 years of leadership and people management experience leading Technical Account Management, Customer Success, Professional Services, Technical Consulting, Client Technology Serves or similar organizations

** Must be eligible to work in the United States without the need for work visa or residency sponsorship*
* ** Additional Qualifications*
* + Experience leading cross-functional initiatives involving technology, operations, product, implementation, sales, and client-facing teams.

+ Experience communicating technical concepts to executive audiences and external clients.

+…