Strategic Account Manager

Strategic Account ManagerUnder the general direction of the Client Services Manager, the Strategic Account Manager serves as the primary point of contact and business owner for manufacturer-sponsored specialty distribution programs. This role is responsible for supporting clients from initial program launch through ongoing management of their unique distribution, logistics, and operational needs.Unlike a traditional account manager role, this position is highly tactical in nature, with a strong focus on operations, processes, procedures, issue resolution, and day-to-day execution. The role is approximately 70% tactical and 30% strategic, making it ideal for someone who enjoys working closely within operational workflows while also identifying opportunities to improve programs and strengthen client partnerships.The Strategic Account Manager is a self-starter and independent contributor who can think critically, solve problems proactively, and move forward with urgency and ownership. This individual will collaborate across multiple functional teams and act as a trusted client partner while ensuring programs run smoothly and efficiently.Key Responsibilities:Serve as the single point of contact and business owner for manufacturer-sponsored specialty distribution programsAct as a strategic client partner and extension of the client's organizationBuild and maintain strong relationships with clients, internal teams, and external stakeholders to ensure successful program executionProactively identify and implement solutions and services that address client needs and support business objectivesDeliver an exceptional client experience by consistently exceeding service expectationsLead program coordination across all ICS functional areas, including:Client Financial ServicesCustomer ServiceDistribution CentersQuality and ComplianceTrainingBusiness SolutionsITTroubleshoot operational issues, identify root causes, and implement effective solutions quickly while minimizing disruptionCommunicate clearly and consistently with all stakeholders through issue resolutionManage program timelines, priorities, and deliverables to ensure successful executionDesign, document, implement, and improve program processes and workflowsLead document and process change management in alignment with manufacturer requirements and quality standardsProactively identify opportunities to improve services, enhance efficiency, and support client business objectivesAssist in the development of training materials and curriculum in partnership with the ICS Training DepartmentDevelop and maintain statements of work, custom work instructions, contracts, and other program documentationCreate and deliver impactful client presentations and updates as neededTravel as needed for on-site client meetings, approximately 10%Perform other duties as assignedEducation:Bachelor's degree in business administration, accounting, finance, sales, marketing, communications, computer science, or a related field OR an equivalent combination of education and experienceExperience:Minimum of 5 years of account management experience, ideally within the pharmaceutical, specialty distribution, healthcare, supply chain, or related industryExperience supporting complex client programs, operational workflows, or strategic business relationshipsDemonstrated success in roles requiring both client-facing relationship management and tactical executionPreferred Skills and Competencies:Strong critical thinking and analytical problem-solving skillsProactive, independent, and action-oriented approach to workStrong sense of ownership and accountabilityAbility to work as a self-starter with minimal supervisionStrong communication skills, both written and verbalExcellent collaboration skills with the ability to work effectively across multiple teamsAbility to identify issues, assess impacts, and move solutions forward quicklyExperience with process design, project management, and program implementationStrong organizational skills with the ability to manage multiple priorities in parallelUnderstanding of client business models, pain points, workflow needs, and service solutionsAbility to make consultative recommendations while staying grounded in operational realitiesStrong presentation skills and confidence interacting with internal and external stakeholdersWhat Makes This Role Different:This is not a traditional relationship-only account management role. It is best suited for someone who is comfortable being deeply involved in the tactical side of the business.In this role, you will:Spend significant time working through operational details, processes, and proceduresBe expected to solve problems independently and drive issues to resolutionTake initiative and push work forward without waiting for directionServe as an individual contributor, not a people managerBalance immediate operational execution with broader strategic client supportIdeal Candidate Profile:This role is ideal for a relationship-builder, problem-solver, and program leader who thrives in the middle of the action, can connect cross-functional teams, and balances strategic thinking with strong operational execution. Success in this role means navigating complex client and operational situations with persistence and sound judgment, delivering seamless program support, driving continuous improvement, and becoming a trusted advisor to both clients and internal teams.Why Join This Opportunity:This role offers the chance to make a direct impact on important manufacturer-sponsored programs while partnering with clients and internal stakeholders to deliver exceptional service. If you are someone who enjoys solving problems, improving processes, and owning both the client relationship and the operational details behind it, this is a strong opportunity to grow and contribute in a meaningful way.