Summary: The Director Account Management is a trusted advisor to the client and possesses strong business acumen/management skills. This individual is responsible for overseeing the client accounts, leading and mentoring the account management team, and driving new business growth. This position includes maintaining top level strategic relationships and helps guide our clients with the knowledge and solutions appropriate for the business, industry and trends while maintaining overall client satisfaction. The Director Account Management would collaborate with key leaders across various disciplines to deliver the highest quality of service.
Bachelor's Degree in Communications, Marketing, Business, Finance, or equivalent required. Must have 10 years of direct client/account management experience. Must have 3 years in a management setting leading a team. Prior PBM experience preferred.
Duties and Responsibilities include the following. Other duties may be assigned.
Work with Clients to uncover business needs and objectives, develop strategies, and identify products to help achieve client goals to build top-line revenue.
Lead and direct new business efforts relating to client support.
Provide thought leadership to clients by representing pharmacy benefit industry expertise.
Bring clarity around client expectations to the team and help resolve the most challenging client situations.
Inspire creative strategy and other disciplines to deliver highest quality work.
Manage account leads to support delivery of overall client satisfaction across their businesses.
Develop and set best practices on process and is a subject matter expert on account management.
Oversee the development and negotiation of statements of work.
Provide leadership, support and supervision to the account management team; inspire, motivate, train and mentor team
Create an environment where employees feel challenged and valued.
Facilitate new plans and product implementations.
Effectively communicate and interact with all other CastiaRx departments and business partners in a manner that fosters teamwork and unity to benefit the client.
Educate clients and vendors on best practices for technology implementation and utilization to improve efficiencies and work flow.
Responsible for timely and accurate management and execution of all client benefit requests.
Ability to interpret current healthcare trends and issues that may affect client strategies.
Manage and complete the client transition from the sales team to the operations team, including client implementation, quality assurance, error resolution and day-to-day oversight.
Communicate client expectations and provide feedback to the entire team in a manner that allows for effective facilitation of change.
Develop and effectively deliver group presentations regarding CastiaRx operational performance metrics to clients to promote client satisfaction, client retention and upsell opportunities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Directly supervises employees in the Account Management department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Travel Requirement: Up to 25%
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to comprehend and apply principles of basic math while analyzing data and generating reports.
Ability to apply principles of logical thinking to a wide range of intellectual and practical problems.
To perform this job successfully, an individual should have knowledge of Microsoft products.
Information Security Expectations:
While performing the duties of this job, the employee is required to abide by Diplomat’s information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Diplomat information, information received by customers, other companies and/or external parties.
Knowledge, Skills and Other Abilities:
Excellent oral and written communication skills
Ability to work well with various personalities and within a team
Participate in continuous quality improvement activities
Entrepreneurial attitude with strong business acumen
Experience working with C-level clients and across entire organizations
Flexibility to work collaboratively with team and outside consultants.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand.
Equal Employment Opportunity and Affirmative Action: Diplomat provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diplomat complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this role.