The Director, Client Success Operations, is responsible for managing the planning, execution, issue resolution and day-to-day account management functions of an assigned team to ensure ongoing client satisfaction in the Pharmacy Benefit Administration (PBM) market segment including Health Systems, Employer Groups, Public Entities, Labor/Union and Small Market.
Additionally, this position will lead and collaborate with internal LucyRx teams/departments on the development of standard operating procedures and best practices in support of Client Success needs to operate efficiently and on a scale in accordance with the policies and practices of LucyRx.
This position manages Account Managers and may include other designated members of the PBM Client Success team (i.e., Subject Matter Specialist, PBM Services). This position reports to the SVP, Client Success.

Role and Responsibilities

• Lead and develop a team of account managers.
• Establishes and oversee execution of departmental strategic initiatives that support the organization's goals and growth.
• Ensure departmental interfaces, cross training, staffing, and processes are established and maintained that increase operational capabilities, efficiencies, and service levels.
• Build and maintain strong client stakeholder relationships at all levels via timely and effective communication including phone calls, emails, and face-to-face meetings.
• Collaborate effectively with account executives and their leadership to ensure the highest level of service delivery.
• Leverage knowledge of PBM and Pharmacy industries to provide a consultative approach to client needs.
• Participate in the resolution of escalated client issues with other internal stakeholders.
• Assist with onboarding and implementing new business to provide a cohesive incoming client experience.
• Assists in identifying business line issues and defining stop-gap solutions and long-term solutions.
• Mentor account managers to senior account managers and build out the team as needed.

Qualifications and Education Requirements

• Requires a BA/BS in Business, HealthCare Administration or related field, or any combination of education and experience, which would provide an equivalent background.
• Minimum of 3 years of demonstrated ability to lead, mentor, and develop high-performing teams. Provide continuing strategic direction, setting goals, and driving accountability while fostering a collaborative and inclusive work environment
• Minimum of 3 years' experience as an account manager or account executive, managing own book of clients that are moderate to complex in nature.
• Strong Account Management, Project Management, Sales, and Negotiation skills
• Excellent communication, both written and oral, and people skills
• Strong presentation skills to all levels of employees
• Ability to build and maintain relationships with clients and internal partners.
• Ability to be a trusted partner and advisor and be able to influence internal and external partners.
• Knowledge of pharmacy benefit management (PBM) industry
• Proficiency in Microsoft Office
• Ability to travel up to 25%

Preferences

• Firsthand and demonstrated experience in Pharmacy Benefit Management (PBM) industry.
• Solid understanding of PBM Operations including claims submission and processing, and familiarity with medications and their uses.
• Knowledge of HIPAA regulations

Physical Requirements

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.

This is a sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates in an office or home office setting which involves utilizing a computer, mouse, keyboard, and occasionally operating other standard office equipment, such as printer, copier, phone. Travel is required by either car or airplane, or a combination of multiple modes of transportation.

Salary 136,707.00 - 200,604.00