Director of Account Management – Client Services

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

📋 Description

• Take ownership of the overall health of portfolio-level accounts within assigned covered entity accounts, assessing retention risk, client satisfaction, and program performance metrics such as the 340B capture rate and trends in total booking value.

• Recognize accounts at risk and collaborate with account managers and internal stakeholders to develop remediation plans.

• Monitor the aging of implementation backlogs and cross-functional metrics, raising systemic issues to the leadership of Implementation Services and Technical Operations.

• Act as the primary escalation point for at-risk or dissatisfied accounts, spearheading client communications regarding billing disputes, reimbursement commitments, and service failures.

• Collaborate with Implementation Services and Technical Operations to address cross-functional challenges and ensure seamless transitions into account management.

• Advocate for the client perspective in internal planning sessions and discussions about the product roadmap.

• Guide, mentor, and develop the U.S. Account Management team.

• Monitor turnover rates, ticket responsiveness, and training deficiencies; devise corrective strategies based on client feedback and performance benchmarks.

• Develop and uphold onboarding and continuous education programs for account managers.

• Set standards for client communication, conduct quarterly business reviews, and maintain account documentation.

• Enhance Account Management processes, tools, and reporting frequency in collaboration with Operational Excellence.

• Assist in renewal and expansion efforts alongside Sales and executive leadership.

• Collaborate with Product, Sales, and Operational Excellence to shape company strategy and prioritization.

⛳️ Requirements

• Over 7 years of experience in account management, client success, or client-facing operations, including a minimum of 2–3 years in a leadership role.

• Proven expertise in managing escalations and retention for at-risk enterprise or healthcare accounts.

• A strong record of establishing team performance standards, coaching frameworks, and measurable enhancements in client satisfaction metrics.

• Exceptional written and verbal communication skills, with the capacity to adjust tone for executive, client, and internal audiences.

• Comfortable working in a remote, distributed team environment with colleagues across the U.S. and internationally (including India).

• Preferred: Experience with the 340B drug pricing program, pharmacy benefit management, healthcare revenue cycle, or a related healthcare compliance/SaaS field.

• Preferred: Knowledge of contract pharmacy and split billing models, claims adjudication concepts, or operations of safety-net providers.

• Preferred: Experience within a private-equity-backed, growth-stage SaaS organization.

🏝️ Benefits

• Competitive salary.

• Health, dental, vision, and life insurance.

• 401(k) plan.

• Paid time off.