Manager, Account Management

We are seeking a Manager of Customer Success and Account Management to lead a team in driving customer success and satisfaction for SmithRx’s clients. The role involves setting team goals, managing customer relationships, and identifying product gaps. The ideal candidate will have 5+ years of experience in customer success/account management leadership and a passion for solving complex problems.

Requirements

• Establish clear team goals/priorities in alignment with broader Customer Success and Account Management strategy
• Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores
• Manage the achievement of key performance indicators for team’s portfolio identified accounts
• Perform regular team member coaching and identify team’s training opportunities
• Manage portfolio of accounts toward optimal coverage targets by planning appropriate team capacity
• Build trusting relationships with client operational leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
• Identify product gaps by conducting business impact assessments and proactively manage client expectations
• Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is established

Benefits

• Total Rewards package that includes incentive bonus and stock options
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, Life and Disability insurance
• Discretionary Time Off
• 401(k) Retirement Savings Program
• Flexible Spending Benefits
• Paid Parental Leave benefits
• Professional development and training opportunities