Pharmaceutical Regional Account Manager - Massachusetts

Full-time

Job Title: Regional Account Manager

Openings: 2

FLSA Status: Exempt

Reports to: Key Account Manager

Hourly/Salary: Salary (based on experience)

Department: Customer Success

SUMMARY:

The Regional Account Manager (RAM) serves as a key operational and leadership partner within the Customer Success team. This role supports the execution of MedWiz' s strategic objectives by coordinating regional activity, improving consistency across accounts, and helping ensure high-quality service delivery to assigned pharmacy locations and customers. The RAM provides functional oversight to Account Managers and acts as a liaison between the VP of Customer Success, Key Account Manager, and Account Managers to promote alignment, accountability, and continuous improvement.

ESSENTIAL FUNCTIONS:
• Provide functional supervision and day-to-day support to Account Managers within the assigned region.
• Participate in a rotating second-shift and weekend schedule to manage open tickets, deliver customer service support, and promptly resolve facility-related inquiries.
• Lead small-scale operational projects that improve service delivery, efficiency, and team coordination.
• Translate leadership goals into actionable regional plans and support consistent execution across accounts.
• Collect and leverage input from AMs, utilizing their skills and expertise to drive continuous improvement and process optimization.
• Facilitate AM PTO coverage to maintain consistent service levels.
• Promote collaboration by encouraging active participation from Account Managers in meetings, planning sessions, and problem-solving discussions.
• Conduct initial site visits to pharmacies within the assigned region to establish relationships, assess needs, and gather operational feedback.
• Conduct routine on-site visits alongside Account Managers at each location to strengthen relationships and improve processes.
• Collaborate with AM, KAM, and pharmacy operations teams in pre, during, and post onboarding processes.
• Support go-live readiness and provide on-site assistance as needed for new facility implementations and other critical account activities.
• Communicate facility performance updates and operational concerns to leadership in a timely and professional manner.

Compliance & Training
• Review state and federal registration and licensing requirements, including DEA and CDS registrations, for all dispensing states and report expired or missing licensure to the appropriate pharmacy operations team.
• Review pharmacy technician license status for Account Managers and provide guidance on renewal processes as needed.
• Escalate missing or expired licenses to Risk Management in accordance with company process.

Operations and Data Management
• Maintain accurate data and notification assignment across internal pharmacy systems to support leadership visibility and operational efficiency.
• Develop and maintain a centralized resource center for training materials, educational handouts, and operational documents in collaboration with Account Managers, Key Account Managers, leadership, and the Clinical Director.
• Coordinate with pharmacies and internal teams to ensure Account Managers have access to necessary supplies and that deliveries are aligned with operational schedules.
• Work with E-Kit field technicians and Account Managers to oversee controlled substance cycle counts and ensure appropriate reporting and issue resolution protocols are followed.
• Collaborate with nurse consultants to support med cart maintenance, med pass observations, and control book audits.
• Partner with facilities to simplify onboarding workflows and improve adoption of applicable systems and processess.

PHYSICAL DEMANDS:

The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job.

The regular work schedule for this position is full- time and may require weekends and holidays as needed and/or on a rotating basis, and may require additional hours/overtime as necessary.

Sitting or standing for extended periods of time, computer usage including data entry for much of the workday, regular phone communication, handling paperwork and documentation, and participating in meetings. Field position requiring frequent local travel throughout the state and occasional overnight stays.

MINIMUM REQUIREMENTS:

Education & Experience: Strong project management and organizational skills with the ability to prioritize multiple tasks. Exceptional communication and interpersonal skills to facilitate collaboration among diverse teams. Comprehensive knowledge of state and federal pharmacy regulations. Ability to provide hands-on support and adapt implementation plans based on feedback and testing. Commitment to fostering teamwork, brainstorming, and participation in meetings.

Computer Skills: Intermediate computer proficiency.

Language Skills: Ability to read and interpret documents such as medication documentation, business correspondence and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers or employees of the organization.

Traveling: This position requires the ability to travel extensively, covering assigned region.

This job description is intended to convey information essential to understanding the scope of the Regional Account Manager's position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the role.

This job description is intended to convey information essential to understanding the scope of the Regional Account Manager's position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the role.