Director, Client Services

📋 Description

• Take responsibility for the profitable renewal of designated clients, which entails strategy formulation, coordination of internal resources, and external negotiations with plan sponsors and benefits consultants.

• Oversee Annual Client Plans for each account by establishing goals, assessing risks, documenting strategies, and driving execution.

• Actively identify and mitigate client retention risks, escalating high-risk situations along with recommended action plans.

• Ensure client contract compliance and timely execution of renewals and amendments.

• Cultivate and sustain trusted peer-level relationships with national and regional benefits consultants and brokers associated with the account portfolio.

• Serve as the primary contact for consultant escalations and strategic account conversations.

• Collaborate with internal teams to guarantee that consultants receive timely and accurate performance data and market insights.

• Represent VytlOne at relevant consultant and industry events as necessary.

• Monitor and manage book-level profitability, ensuring alignment with assigned thresholds and financial objectives.

• Identify and pursue additional revenue opportunities through upselling, cross-selling, and product expansion.

• Supervise client contract performance guarantee tracking and reporting.

• Work alongside Finance and Analytics to ensure billing accuracy, account financials, and remediation strategies.

• Collaborate with assigned SAEs to develop annual pharmacy benefit performance analyses and strategic recommendations for each client.

• Advise clients on emerging plan design considerations, including GLP-1 management, biosimilar adoption, formulary optimization, and specialty cost containment.

• Partner with Marketing to enhance program revenue growth, client satisfaction initiatives, and retention campaigns.

• Directly supervise SAEs and AEs; establish clear expectations, provide ongoing coaching, and conduct performance evaluations.

• Hire, onboard, develop, and, when necessary, discipline team members in accordance with company policy.

• Identify training needs and ensure that team members receive relevant education and professional development resources.

• Promote a collaborative, high-performance team culture that aligns with VytlOne’s values.

• Keep the team updated on product changes, operational adjustments, and compliance requirements.

• Adhere to VytlOne’s Ethical Business Conduct policy and Compliance Program.

• Promptly report any allegations of impropriety to the Compliance Department.

• Ensure compliance with exclusion lists under OIG and SAM Medicare/Medicaid.

• Complete all mandatory training and ensure that departmental staff fulfill their training requirements.

⛳️ Requirements

• Bachelor’s degree is required; an advanced degree (MBA, PharmD, or health-related master’s) is preferred.

• Over 7 years of progressive experience in pharmacy benefit management, health plan account management, or a closely related healthcare environment.

• At least 3 years in a people management or team leadership role.

• Experience in the PBM industry is mandatory.

• Strong preference for experience in managing TPA, coalition, or self-funded employer accounts.

• Proven experience managing a multi-client book of business with revenue or retention responsibilities.

• In-depth knowledge of PBM contracting mechanics, including pricing models (AWP, WAC, pass-through), rebate structures, formulary design, and performance guarantees.

• Familiarity with plan sponsor channels such as mid-market employers, self-funded groups, health systems, and TPAs/coalitions.

• Understanding of the pharmacy benefit compliance landscape, including CAA, state PBM legislation, and NCPDP transmission standards.

• Strong relationship management abilities, capable of navigating complex multi-stakeholder environments (clients, consultants, internal operations).

• Proven capability to present financial and performance metrics to C-suite executives and benefits decision-makers.

• Skilled negotiator with experience in renewal strategies, contract positioning, and upselling/cross-selling.

• Proficient in CRM platforms and account management reporting tools.

• Excellent written and verbal communication skills; executive presence is essential.

• Highly collaborative, able to work across clinical, operations, finance, and marketing functions.

🏝️ Benefits

• Comprehensive mental health and wellbeing resources

• Nationwide Blue Cross Blue Shield PPO with an employee-friendly plan design, including an $850 individual annual medical deductible and $25 office visit copays, along with low biweekly premiums

• Company-paid basic life/AD&D, short-term and long-term disability insurance

• Rx, dental, vision, other voluntary benefits, and FSA

• Employer-matched 401k Plan

• Industry-leading PTO plan

• And more!