POSITION SUMMARY

The Director of Account Management serves as the primary relationship owner and strategic advisor for assigned pharmaceutical manufacturer clients, with a focus on manufacturers commercializing products in rare disease, orphan drug, oncology, and durable medical equipment (DME) categories. This individual is responsible for the end-to-end client relationship - from program inception through ongoing execution - working at the intersection of patient services, market access strategy, and reimbursement operations.

The Director will represent Elusa Health's full suite of hub services including reimbursement support, prior authorization management, patient affordability programs, copay assistance, and Verification & Financial Resource Management (VFRM) solutions. As a senior client-facing leader, this role requires the ability to engage credibly with manufacturer stakeholders at all levels: from field-level program liaisons to VP and C-suite executives focused on commercial strategy and brand performance.

CORE RESPONSIBILITIES

1. Strategic Account Leadership

• Serve as the single point of accountability for all client relationships within assigned portfolio, owning the strategic vision and commercial health of each account
• Develop deep expertise in each manufacturer's brand strategy, product pipeline, payer landscape, and patient population to provide proactive, consultative guidance
• Construct and maintain individualized account plans outlining relationship objectives, growth opportunities, risk mitigation strategies, and measurable success milestones
• Lead quarterly business reviews (QBRs) and executive-level touchpoints, translating program performance data into strategic narrative and actionable recommendations
• Anticipate manufacturer needs ahead of launch cycles, label expansions, payer shifts, and competitive entries - positioning Elusa as an indispensable strategic partner

2. Client Relationship Development & Growth

• Build and deepen executive-level relationships across the manufacturer's market access, patient services, commercial operations, and brand teams
• Map key stakeholders across each account, maintaining engagement across multiple decision-making levels and functional areas
• Identify, develop, and close organic account expansion opportunities - including new service lines, additional brands, or expanded program scope - in partnership with Business Development
• Represent Elusa Health at manufacturer advisory boards, industry conferences, and key stakeholder forums to reinforce thought leadership and relationship presence
• Manage contract renewals with a proactive, value-anchored approach; negotiate scope and commercial terms in alignment with company objectives

3. Reimbursement & Market Access Program Oversight

• Oversee program execution across Elusa's core service lines - including benefits investigation, prior authorization, claims adjudication support, appeals management, and specialty pharmacy coordination
• Serve as a subject matter resource for reimbursement strategy across commercial, Medicare Part B/D, Medicaid, and managed care channels relevant to assigned products
• Guide manufacturers on hub program design and optimization for rare/orphan and oncology products, including field reimbursement model alignment and specialty distribution channel strategy
• Provide consultative support on VFRM program structuring, ensuring appropriate patient-level financial support pathways are embedded in program design
• Partner with internal operations to ensure copay and affordability program performance aligns with manufacturer's patient access and brand equity objectives

4. Program Execution & Operational Excellence

• Collaborate cross-functionally with Elusa's operations, technology, clinical, and compliance teams to ensure contracted program deliverables are met at the highest standard
• Own escalation pathways for client-facing operational issues; drive resolution with urgency while maintaining client confidence and transparency
• Oversee the development and delivery of program reporting packages; ensure KPIs, SLAs, and trend analyses are communicated clearly and contextualized for each manufacturer's priorities
• Partner with program management to design and execute new service implementation plans and program change orders on time and within scope
• Ensure rigorous documentation of account activity, client communications, and strategic plans within CRM systems

5. Internal Cross-functional Collaboration

• Serve as the voice of the client internally - advocating for manufacturer priorities in product roadmap discussions, operational investment decisions, and service design
• Collaborate with Business Development on proposals, RFP responses, and capability presentations for prospective manufacturers in the rare/orphan, oncology, and DME categories
• Work with compliance and legal to ensure all program activities adhere to applicable regulatory requirements, including manufacturer-specific OIG guidance and HIPAA obligations
• Contribute to internal knowledge-sharing by documenting account insights, market intelligence, and replication opportunities across the Account Management team

QUALIFICATIONS

Required:

• 8+ years in pharmaceutical services, hub services, or market access
• Direct account management or client services experience
• Deep familiarity with reimbursement operations and payer channels
• Experience supporting rare, orphan, oncology, or DME products
• Proven ability to manage senior pharma manufacturer relationships
• Strong command of copay, VFRM, and affordability program models
• Executive-level communication and presentation skills
• Bachelor's degree required

Preferred:

• Prior experience at a patient services hub or specialty pharmacy
• Familiarity with specialty distribution and limited distribution networks
• Knowledge of field reimbursement and patient support program design
• Experience with OIG compliance frameworks and patient assistance programs
• Proficiency in Salesforce or equivalent CRM platforms
• MBA or advanced degree in healthcare/business
• Experience with product launch reimbursement planning
• Comfort with P&L awareness and contract negotiation

CORE COMPETENCIES

Leadership & Influence:

• Executive presence and stakeholder credibility
• Strategic thinking and consultative positioning
• Cross-functional influence without direct authority
• Negotiation and conflict resolution

Technical & Operational:

• Reimbursement and payer landscape fluency
• Hub program design and performance management
• Data literacy and KPI interpretation
• Regulatory and compliance awareness