Manager, Account Management

Account Manager

Location:

PHOENIX, Arizona, United States

Job Description:

Under the general direction of the Director, Account Management, Account Manager delivers on the company's value proposition to its Individuals with Developmental Disabilities (IDD) clients. Cultivates and maintains on-going strategic client relationships and partnerships within the organization to achieve the revenue, growth, and retention goals of Phar Merica/Pharmacy Alternatives. Ensures retention of assigned book of business and drives resident adoption. The Manager, Account Management leads a group of Account Managers responsible for retaining and growing a portfolio of clients in a service-based business.

This role combines people leadership, client oversight, and cross-functional collaboration to ensure consistently excellent client experience and strong financial performance.

Responsibilities:
Leads, coaches, and develops a team of Account Managers, including goal setting, performance reviews, and ongoing feedback and training. Allocates books of business, balance workloads, and ensure appropriate coverage and succession plans for all key accounts. Establishes and tracks KPIs for retention, revenue growth, client satisfaction, and account health, and take action on trends and gaps. Serves as an escalation point for complex client issues, major service failures, or high-stakes negotiations, ensuring timely and satisfactory resolution.

Oversees the quality and consistency of account planning, QBRs, and renewal/expansion strategies executed by the team. Partners with Sales, Operations, and Product/Service Delivery to align on client objectives, implementation standards, and ongoing improvement opportunities. Drives adoption and effective use of CRM and account management tools, ensuring accurate data, pipeline visibility, and reporting. Contributes to pricing, contract terms, and renewal strategies for key accounts.

May be assigned responsibility for managing and growing designated national accounts, serving as the primary point of contact and strategic lead for multi-location or enterprise-level clients. Supports hiring, onboarding, and ramp-up of new Account Managers to meet growth and capacity needs. Champions a client-centric culture focused on proactive communication, value realization, and continuous improvement of service delivery.

Qualifications:

Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience, preferred. 5+ years of experience in account management, customer success, or client services within a B2B or professional services environment. Experience leading or supervising account managers or client-facing teams, preferred. Demonstrated success driving client retention, expansion, and satisfaction against measurable targets. Proficiency with CRM platforms and basic reporting/analytics tools.

Strong people leadership skills, including coaching, performance management, and developing talent. Exceptional communication and executive-level presentation skills, with the ability to influence both clients and internal stakeholders. Strategic and analytical mindset, able to interpret account and portfolio data and translate it into actionable plans. High degree of ownership and bias for action in resolving client issues and removing obstacles for the team.

Ability to thrive in a fast-paced, service-oriented environment with competing priorities.

Salary Range: USD $95,000.00 – $ / Year

Bright Spring Health Services, and our family of brands, provides equal employment opportunity