Associate Director, Account Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for mid-size clients on a daily basis, supporting the Account Manager.

• Handle escalations and collaborate with CareMetx teams to achieve resolutions.

• Evaluate, document, and manage client Change Requests effectively.

• Set client expectations and provide timely updates on delivery status.

• Foster trusted-advisor relationships with client stakeholders and executive sponsors.

• Design and implement client success plans.

• Supervise assigned programs to ensure that products, services, and implementations align with contractual requirements and milestones.

• Create client status dashboards that highlight status, risks, and next steps.

• Facilitate internal and external cross-functional client status meetings.

• Prepare and execute Client Authorization Forms for financial approval of modifications.

• Oversee the annual budget and contract renewals.

• Assist with quality audits.

• Ensure accurate billing setup and follow up on invoice payments.

• Analyze program reports and provide insights to both internal and external client teams.

• Collaborate with Program Operations to fulfill client needs and contractual obligations.

• Maintain a consistent and reliable attendance record.

• Manage operations of adherence programs, including service execution, escalations, status tracking, and communication.

• Monitor program quality and compliance with Service Level Agreements (SLAs).

• Keep program reporting up to date and accurate.

• Develop training documents in partnership with Document Control.

• Identify trends that indicate training needs.

• Create and maintain Standard Operating Procedures (SOPs), work instructions, call guides, training materials, and other program documentation.

• Ensure documentation compliance across teams.

• Act as the Subject Matter Expert (SME) for the program both internally and externally.

⛳️ Requirements

• A BS/BA degree in business, healthcare, computer science, or a related field is required.

• A Master’s degree is preferred or equivalent practical experience.

• 5–8 years of experience in healthcare enterprise software, technology, or operations.

• 5–8 years of experience in Specialty Pharmacy, Pharmaceutical, or HUB Services.

• Strong understanding of the agile development process and product lifecycle management.

• Knowledge and experience in the sales of healthcare enterprise software, patient services, brand agency, or related fields.

• Proven track record in managing large, enterprise-wide, complex technology and service programs.

• Demonstrated history of meeting and surpassing multi-million-dollar execution/success targets.

• Strong verbal, written, and presentation communication skills.

• Proficient account leadership and organizational skills.

• Effective account representation and teamwork abilities.

• Excellent client management, documentation management, and project management skills.

• Strong problem-solving and data analysis skills are advantageous.

• Familiarity with current best practices in strategic corporate and integrated operations.

• Capability to remain seated in a stationary position for extended periods.

• Good manual dexterity with computers, laptops, mobile devices, and general office equipment.

• Flexibility in schedule and working hours is required.

• Travel may be necessary.

🏝️ Benefits

• Equal employment opportunity protections.

• Reasonable accommodations for individuals with disabilities.

• Opportunities for overnight business travel.