Lead, Account

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.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• 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 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 with the goal of retaining high‑performing, satisfied customers. We proactively identify risks to client satisfaction and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.

The Lead, Account Analyst is responsible for a team of individuals driving the ongoing attainment of outcomes, servicing, and complete post‑sale success and satisfaction of Smith Rx customers. This role will serve as an internal champion, supporting the coordination of the cross‑functional approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, driving internal client‑specific documentation and processes, enabling effective account coverage, and creating an inspiring team environment.

The Lead is responsible for the KPIs directly related to supporting the customer‑facing Account Managers to drive customer success.

• Manage the achievement of key performance indicators for the analyst team, mentor, train and support the team of analysts supporting the customer success function
• Build trusting relationships with cross‑functional leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Assist leadership with cross‑functional project management to drive resolution of escalated client issues while coordinating internal and external teams as necessary
• Identify product & process gaps by conducting business impact assessments and proactively managing client expectations
• Support the team in managing client escalations and service recovery
• Direct and lead client‑facing reporting responsibilities for the Account Analyst team
• Assist in the ongoing candidate review and hiring process
• Monitor and assist with the management of team member capacity and bandwidth

• Bachelor's degree or equivalent work experience required
• 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
• 2+ years of people management experience or evidence of informal leadership related to process improvements, quality initiatives, driving efficiency, or project management
• An obsession with the customer experience and customer satisfaction
• A passion for solving difficult problems together in collaboration with broader teams
• High‑level communication and interpersonal skills, with the ability to effectively…