Account Manager- Customer Success

Key Responsibilities:

• Act as the primary point of contact for assigned accounts, fostering strong and long-lasting relationships.
• Understand each customer’s needs and objectives to provide tailored solutions and support.
• Manage the day-to-day operations and administration of the VIVIO program for assigned customers.
• Prepare and present regular reports on program performance, utilization, and financial metrics to customers and their consultants.
• Track and report on key performance metrics.
• Assist in various projects related to Customer Success.

Problem-Solving:

• Proactively monitor client satisfaction and address any issues or concerns promptly.
• Collaborate with internal teams (e.g., member experience, sales, and engineering) to resolve client problems and deliver exceptional service.
• Develop and execute strategies to drive client retention and satisfaction.

Communication and Collaboration:

• Act as the voice of the customer within the organization, advocating for client needs and feedback.
• Gather and relay customer feedback to relevant teams to influence product development and service improvements.
• Manage stakeholder expectations and ensure alignment with project goals.

Requirements

Required Skills and Experience:

• 3 years of experience in benefits consulting, pharmacy benefit management, or a related field, with a strong understanding of pharmacy benefit programs and industry practices.
• Strong project management skills with the ability to handle multiple clients and projects simultaneously.
• Ability to manage multiple accounts and priorities simultaneously.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Demonstrated ability to thrive in a high-volume, fast-paced, and evolving team environment.
• Strong analytical and problem-solving abilities.
• Experience a strong sense of ownership and confidence in meeting deadlines and maintaining communication.
• Exceptional organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Excellent problem-solving and analytical skills.
• Proficiency in Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.).
• Bachelor’s degree in business, Pharmacy, Healthcare Administration, or a related field preferred.
• Occasional travel required.