CBG is passionate about people! CBG lives for the opportunity to make a difference in not only our members’ lives, but also our employees. We believe that employee growth and engagement is the framework of a flourishing company. If you are looking to start your career at a company that is passionate about employee development, consistent training and education, and a fun work environment, we would love to speak with you!
About us
We value employee growth and engagement and always strive to ensure our employees are challenged, motivated and rewarded for their hard work and loyalty.
How You Can Make a Difference
The Director of Account Management & Client Success is a strategic leadership role responsible for overseeing day-to-day account management operations, client success initiatives, and clinical account management activities for a Pharmacy Benefit Management (PBM) organization.
This individual will lead and mentor the Clinical Pharmacist/Clinical Account Manager and Account Management team while serving as a key operational partner to the executive leadership team and reports to the Chief Operating Officer. This role is responsible for ensuring exceptional client experiences, strong operational execution, proactive trend management, and high client retention through collaboration across clinical, operational, and implementation teams.
What You’ll Be Doing
- Lead, mentor, and develop the Account Manager and Clinical Account Manager teams
- Oversee workload prioritization, performance management, coaching, and employee development
- Foster a culture of accountability, collaboration, innovation, and continuous improvement
- Create and maintain team procedures, workflows, and best practices
- Partner with leadership to establish departmental goals, KPIs, and strategic initiatives
- Assist with hiring, onboarding, and training new team members
- Serve as a senior point of contact for assigned clients and strategic accounts
- Build and maintain strong client relationships with a focus on retention and satisfaction
- Lead recurring client meetings, business reviews, and strategic discussions
- Ensure timely follow-up, issue resolution, and communication with clients and internal stakeholders
- Identify opportunities for operational improvements, cost containment strategies, and program enhancements
- Collaborate with sales and business development teams to support client growth and retention initiatives
- Attend client and sales meetings as needed to provide operational and clinical expertise
- Oversee day-to-day account management functions, implementations, and ongoing client needs
- Ensure timelines for benefit changes, formulary updates, implementations, reports, and client deliverables are met
- Monitor and improve internal processes to enhance efficiency, scalability, and service quality
- Ensure accurate documentation of client meetings, action items, and operational decisions
- Participate in escalated issue management and resolution
- Support and lead implementation and onboarding activities for new clients to ensure successful implementation of client’s benefits, files, and processes.
- Extract and analyze client data to identify trends, forecast financial implications to a benefit change, and determine change impact.
- Collaborate cross-functionally to ensure alignment between operational execution and client expectations
- Support clients and internal teams to implement regulatory changes and ensure compliance
- Partner with Clinical Account Management to support formulary strategy, trend management, and cost containment initiatives
- Assist in communicating formulary changes, clinical updates, FDA recalls, and drug shortage information to clients and stakeholders
- Review reporting and analytics to identify opportunities and risks across accounts
- Support the development and implementation of clinical programs and client strategies
- Analyze operational and client performance metrics to identify trends and opportunities
- Develop and maintain reporting related to client satisfaction, retention, operational performance, and project status
- Identify process gaps and implement scalable solutions
- Support executive leadership with strategic planning and operational initiatives
- Manage or participate in special projects as assigned
What You Need To Be Successful
- Bachelor’s degree or equivalent experience required
- 1+ years of experience in pharmacy benefits management (PBM), healthcare, insurance, or managed care
- 5+ years of experience in account management, client success, PBM operations, healthcare administration, or related field
- Prior leadership or people management experience
- Experience managing complex client relationships and implementations
- Strong leadership, organizational, and project management skills
- Excellent verbal and written communication skills
- Ability to manage multiple priorities and deadlines in a fast-paced environment
- Strong analytical and problem-solving abilities
- Ability to collaborate effectively across departments and with external partners
- Strong attention to detail and commitment to quality
- Ability to adapt to changing priorities and business needs
- Ability to lead teams through growth and operational change
- High level of professionalism and client service orientation
Preferred Qualifications
- Clinical or operational healthcare background
- Experience with reporting tools, analytics, and process improvement initiatives
- Proficiency in Microsoft Office Suite including Excel, Word, PowerPoint, and Outlook
- Working knowledge of AI
- Working knowledge of healthcare, pharmacy benefits, PBM operations, HIPAA, and account management practices
Work Location and Travel
- This is a remote position
- Up to 40% travel may be required
Shift Details
Some flexibility in hours is allowed, but the employee must be available during “core” work hours to meet the needs of our business. Extended hours, weekends and holidays may be required pursuant with industry and client demands.
Our advice to you
CBG is fiercely focused on hiring individuals to contribute to our culture. If you speak passion, excellence, service, ambition, fun… we want to speak with you! We believe that your personality is as important as your experience and qualifications, so when we do have the opportunity to speak together, be authentic, be genuine, be you! Showcase your experience and your passion.
CBG is a proud promoter of equal opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees. CBG supports Equal Employment Opportunities without regard to sex, race, color, religion, national origin, age, disability, sexual orientation, or veteran status when hiring – under federal, state and local laws.
CBG is a drug-free workplace. All candidates are required to pass a Drug and Background Screen prior to employment.
Pay: $120,000.00 - $150,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Application Question(s):
- Describe your experience in the PBM, benefits, managed care, or healthcare industries — which companies you worked for, your role, and which specific functions you handled directly (e.g., client management, formulary/benefit design, claims, rebates, network management, reporting)
Education:
Experience:
- account mgmt, client success, PBM ops, healthcare/related: 5 years (Required)
- Team management: 1 year (Required)
- Pharmacy Benefit Management (PBM): 1 year (Required)
Work Location: Remote
