The Account Manager is the primary owner of partner health, customer retention, and service excellence within the Strategic Partnerships team. This role is responsible for strengthening long-term partner relationships, leading a team of Account Liaisons, identifying operational risks before they impact clients, and driving proactive solutions that improve both the customer experience and internal operations.

This position is ideal for a highly independent, resourceful leader who enjoys solving complex problems, coaching others, and taking ownership without waiting for direction. This is a relationship-first role that demands equal parts analytical rigor and people instinct.

Job Activities and Responsibilities: The responsibilities listed below are subject to change.

• Own the overall health, retention, and satisfaction of an assigned portfolio of strategic partners.
• Develop proactive retention strategies and identify at-risk accounts before issues escalate.
• Lead Quarterly Business Reviews (QBRs) and present actionable business insights.
• Serve as the senior escalation point for partner issues, coordinating cross-functional resolution.
• Monitor operational and pharmacy reports daily, identifying trends and recommending improvements.
• Lead, coach, and develop the Account Liaison team through accountability, feedback, and mentoring.
• Partner closely with Operations, Sales, and Pharmacy teams to continuously improve the customer experience

Qualifications and Education:

• 3-5+ years of experience in Account Management, Client Success, Strategic Partnerships, or a related B2B healthcare role.
• Experience with LifeFile, Pharmetika, and/or SiCompounding is highly preferred.
• Exceptional leadership and coaching skills with experience developing high-performing customer service teams.
• Highly self-directed with outstanding critical thinking and problem-solving abilities.
• Naturally curious and resourceful. You identify problems, research answers, and take ownership of solutions.
• Strong analytical skills with the ability to translate reporting into meaningful business decisions.
• Excellent verbal and written communication skills.
• Experience in pharmacy, healthcare, or other highly regulated industries preferred.

Physical Requirements:

• Proficient in using a computer and related equipment, including printers and fax machines.
• Ability to sit or stand for extended periods.
• Effective communication skills via telephone and email.
• Capable of lifting up to 40 pounds as needed.

What Success Looks Like:

• Partners view you as a trusted advisor rather than simply a point of contact.
• Retention goals are consistently achieved or exceeded.
• Escalations decrease because root causes are proactively addressed.
• The Account Liaison team consistently meets service expectations and develops professionally.
• Leadership rarely needs to step into day-to-day account issues because you operate with sound judgment and ownership.

In your first 90 days

You know your book of business - every partner, their history, and what they care about.

You're running reports and flagging anomalies independently.

You're built working relationships with your CSR team and internal stakeholders.

By 6 months

You're leading QBRs confidently and owning escalations end-to-end.

Your accounts are stable, partners are satisfied, issues are getting ahead of, not behind.

Your CSR team is well-directed and operating consistently.

At 1 year

You're a trusted partner to your clients and a reliable, low-maintenance operator internally.

You're proactively identifying retention risks and acting on them, not waiting to be asked.

You're contributing ideas that make the team and the process better.