Senior Client Account Manager

JOB SUMMARY 

Account Management is responsible for cultivating and maintaining the success of on-going mscripts pharmacy customer relationships to achieve strategic goals and objectives identified by the customers and organization.

• They are the key point person for customers and the internal teams for unified communication to ensure there’s a full understanding of a customer’s needs.
• They are responsible for building a knowledge base of each customer’s business, organization and objectives while providing customers with the best-in-class service. 
• They are also responsible for strategic upselling and cross-selling opportunities within their existing accounts to help drive incremental revenue in addition to customer satisfaction, retention, and growth

ESSENTIAL DUTIES & RESPONSIBILITIES

• Identify, develop, and execute account strategies and opportunity plans for customers to help drive digital patient growth and adoption of products and services.
• Responsible for upselling and cross selling opportunities to drive incremental revenue.
• Be technically-savvy with our software/technology concepts, solutions, and processes; collaborate with sales, operations (billing,  legal/compliance, end user support) and technical teams (engineering, product, implementation) to relay important and timely updates and deliverables on agreed upon action items for customers.
• Complete various account tasks including performance reporting and product education to drive overall patient growth and platform success. Attend in-person QBRs and customer status calls to manage/grow key relationships
• Help investigate and escalate customer issues/tickets and requests for prompt resolution to ensure high levels of customer satisfaction.
• Gathers customer feedback and enhancement requests for the Product teams and provide product roadmap updates to customers. 
• Provide regular updates on health statuses of accounts to internal management, sales, and technology stakeholders. 
• Develop communication programs in the form of webinars, newsletters, customer surveys and other automated processes to track and monitor account health.

KNOWLEDGE & REQUIREMENTS

• Has a consultative mind-set. Strong analytical and strategic thinker.
• Strong communication and presentation skills.
• The ability to understand, promote and explain an enterprise, SaaS cloud-based system from a technical perspective. Experience can come from computer science classes or from working in a high-tech environment.
• Exceptional team player who can work with global teams.
• Strong track record of working in a customer-facing environment and driving initiatives to improving customer satisfaction.
• Prior experience acting as the primary point of contact for multiple smaller projects or a single large project.
• Proficient in creating and delivering management level presentations and executive summaries.
• Has a high-level of personal organization, as well as the ability to promote efficient and effective organized teamwork.
• The ability to influence without formal authority & to interact effectively with all levels within our clients’ business. 
• Some upselling or cross-selling experience. Not a direct sales role. 
• May act as a mentor to less experienced colleagues.
• Applications: JIRA, Confluence, MS applications, Asana or relevant CRM system
• Travel Requirements: Domestic and/or International, up to 25% domestic

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 5 years
• Minimum level of education or education/experience: Bachelor’s degree and relevant work 
  experience, client relationship management experience is a must and technology industry 
  experience is preferred. 

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available – immediate eligibility

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