Director of Pharmacy Account Management

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

📋 Description

• Lead, mentor, and nurture a team of Pharmacy Account Managers.

• Address performance deficiencies, enhance established processes, and promote continuous education and enablement.

• Own and monitor key performance indicators (KPIs) related to customer retention, satisfaction, account growth, and revenue increase.

• Act as a point of escalation for vital customer relationships, including interactions with executives and C-suite members.

• Manage both internal and external escalations with senior leadership and C-suite executives to ensure successful resolutions.

• Create and implement roadmaps focused on process enhancements, tools, and team scalability.

• Deploy processes, technologies, and tools that enhance efficiency, minimize execution risks, and support scalability.

• Collaborate with Product, Engineering, Support, Implementation, and Finance teams to champion customer needs and drive resolutions.

• Gain a comprehensive understanding of customer pharmacy workflows, systems, and integration environments.

• Anticipate potential risks, identify opportunities for expansion, and take proactive measures.

• Analyze customer performance, financial data, and market trends to guide business decisions and growth strategies.

• Contribute to the company's growth strategy as a senior member of the commercial leadership team.

⛳️ Requirements

• Bachelor's degree in Business, Healthcare Administration, Pharmacy, or a related discipline; equivalent experience may be accepted.

• 8–12+ years of progressive experience in account management, customer success, or commercial leadership roles.

• Direct experience in the pharmacy industry, including hospital/IDN, specialty, retail, PBM, or similar environments.

• Proven success in leading, coaching, and developing high-performing account management or customer success teams.

• Working knowledge of pharmacy management systems, software integrations, APIs, data workflows, and relevant security considerations.

• Established track record of customer retention, account growth, and fostering enduring executive-level relationships within healthcare organizations.

• Experience in or collaborative roles with cross-functional teams such as product, implementation, operations, or finance.

• Prior professional experience engaging with hospital, health system, or pharmacy operations leadership.

• Strong analytical capabilities, including the interpretation of financial data, trend identification, and the development of actionable growth strategies.

• Excellent written, verbal, presentation, negotiation, and problem-solving abilities.

• Capacity to influence cross-functional stakeholders in intricate, matrixed environments.

• Self-motivated with a strong sense of ownership.

• Experience in a scaling SaaS or tech-enabled healthcare company (preferred).

• Familiarity with pharmacy automation, EHR/ERP integrations, or supply chain-related workflows (preferred).

• Experience in implementing technologies and tools that enhance team productivity and scalability (preferred).

🏝️ Benefits

• Unlimited Time Off (UTO) policy for full-time employees.

• 10 company-paid holidays and 3 floating holidays each calendar year.

• Complimentary in-office snacks and beverages.

• Medical, prescription drug, dental, and vision plans with various options to meet individual and family needs.

• Wellness programs aligned with medical plans.

• $500 annual Wellness Reimbursement.

• Confidential Employee Assistance Program (EAP) providing support and resources for mental health, financial guidance, and life challenges.

• 401(k) plan with a 50% employer match up to 6%, fully vested from day one.

• Company-funded life insurance.

• Optional voluntary life insurance coverage for employees and eligible dependents.

• Short- and long-term disability insurance.

• Accident insurance.

• Hospital indemnity insurance.

• Critical illness insurance.

• Legal insurance.

• Identity theft insurance.

• Pet insurance.

• Paid Parental Leave program.