Sr. Account Manager

Senior Account Manager

HERS is seeking a Senior Account Manager to join a growing Pharmacy MTM team. The position is 100% remote with minimal travel.

A Senior Account Manager is responsible and accountable for managing and retaining a base of assigned high priority, complex clients and providing strategic consultation in support of the marketing and client operations of the companies Medication Therapy Management (MTM) services. A Senior Account Manager is dedicated to building and expanding business relationships with top Healthcare Division clients, reinforcing client loyalty and the growth of product utilization and sales. The incumbent must demonstrate a comprehensive understanding and knowledge of MTM operations, as well as Healthcare services and products; identifying and providing recommendations, alternatives, or solutions to identified business and operational needs of the clients while supporting Healthcare business operations and expanded revenue generation.

A Senior Account Manager works with administrative supervision and has discretion and independent judgment authority in respect to the resolution of work problems involving policies, interpretations, or procedures and within the scope of authority and responsibility for the position.

Essential Job Functions:

• Serves as lead and primary representative of Healthcare for all client matters, interacting with client contacts, stakeholders, and decision-makers. Develops and expands positive relationships for assigned accounts; ensuring that the client's business needs and service expectations are fully met.
• Acts as Account Management team lead, providing leadership and guidance for other Account Managers on the team.
• Defines and develops the Account Management team, identifying issues and proposing workflow remedies to address them.
• Maintains up-to-date knowledge regarding industry trends and guidelines; interprets complex industry guidance and policy.
• Provides proactive leadership of operational oversight and management of client accounts and service delivery.
• Acts as client advocate representing client's best interests to internal leadership, with responsibility of maximizing client satisfaction, service performance, and profitability of assigned accounts.
• Develops and maintains a comprehensive understanding of client operations and business needs, as well as service opportunities that Healthcare can fulfill across all departments and divisions.
• Ensures the effective and successful management of assigned accounts while creating opportunities for expanded business or services.
• Anticipates client service needs, coordinates internal resources, including time, budget, and reporting, to ensure all deadlines are met and services fully meet client needs and desired objectives.
• Exceeds client expectations in accordance with defined timelines and delivery goals promoting client success.
• Develops and maintains strategic client plans that meet Healthcare standards.
• Develops, fosters, and maintains effective business relationships through effective and adaptable communication skills and inter-personal relationships that support the ability to influence key client stakeholders and decision-makers at all levels, including executive and C-level.
• Creates and delivers presentations on Healthcare services and products to current and potential clients, representatives, and key decision-makers.
• Proactively schedules meetings with client representatives and decision-makers maintaining positive business relationships that foster expanded business or service opportunities.
• Through direct personal interaction and on-site meetings, listens and gathers client feedback to gain an effective understanding of unique client operations and how best Healthcare services and/or products can support the business and operational demands of the client.
• Expected travel to and with each client is anticipated at a minimum of 20-30% per year.
• Proactively assesses, clarifies, and validates client business needs on an ongoing basis.
• Develops trusted relationships with client representatives, stakeholders, and client decision-makers.
• Negotiates client requests and agreements, contract changes, or service requests to maximize service goals and revenue generation.
• Communicates with clients in an ongoing and proactive manner, communicating service performance and operational progress on client initiatives.
• Expands client service plan to include upsell and cross-sell opportunities with existing accounts by introducing new service capabilities or applications through evaluation of current service results and identification of service gaps.
• Recommends new service or product opportunities to clients, stakeholders, and key decision-makers.
• Coordinates demonstration of MedWise Healthcare products and service capabilities.
• Closes service or product sales through the development of effective professional relationships and rapport with client representatives, stakeholders, and client decision-makers.
• Attends industry-related conferences and meetings to develop and maintain widespread exposure of MedWise Healthcare services and products with the industry and with current and/or potential clients.
• Supports new business client identification, developing new business relationships with potential clients.
• Leads the root cause analysis process and develops and implements a plan for resolution of client issues, challenges, or problems; escalating these as required for timely and effective resolutions, while coordinating the involvement and participation of internal resources.
• Works collaboratively with internal team members to ensure the highest quality of service that meets account performance objectives and client's expectations.
• Leads the creation and presentation to clients of scheduled reports on account progress, service goals or initiatives, and account performance as defined.
• Reviews and analyzes client service data for accuracy and conformance to defined service parameters prior to distribution.
• Communicates and collaborates with internal support staff and team members on report generation, data integrity, and quality review of scheduled or ad hoc reports prior to distribution.

Qualification Requirements:

These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A minimum of a Bachelor's degree in a related field from an approved and accredited college or university.
• Preferred: an advanced degree in business, business administration, sales, or related field from an approved and accredited college or university.

Experience:

• A minimum of six (6) years' progressive experience in sales, or a customer/client service role.
• Prior experience working in this role in a healthcare, pharmaceutical, or Medication Therapy Management (MTM) environment.

Other Skills and Abilities:

• Expected travel to and with each client is anticipated at a minimum of 20-30% per year.
• Ability to successfully perform in a sales environment at an executive or C-Suite level.
• Demonstration of a comprehensive understanding and knowledge of Healthcare services and products.
• Advanced skills and understanding of computer software, healthcare systems and programs, and Microsoft Office: specifically, MS Excel.
• Strong customer service skills with a desire to deliver high-quality support
• Self-motivated and highly professional with the ability to take ownership and responsibility, work under pressure and tight deadlines, and continuously improve industry knowledge.
• Extensive problem-solving skills, business planning abilities, and attention to detail.
• Ability to communicate effectively at a professional level to an executive base through written, verbal, and interpersonal skills as applied when interacting with employees, clients, or agency representatives; successfully conveying and exchanging information in a positive manner.

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