Who We Are:
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.
Job Summary:
The Customer Success Team is focused on helping SmithRx’s clients derive the full value of their PBM services. As a Lead, Clinical Account Manager, you will be responsible for a team of individuals driving the complete post-sale success and satisfaction of SmithRx customers via pharmacy benefit analysis and clinical consultation delivery. You will serve as a trusted advisor, internal champion, and business partner for clinical pharmacy services, coordinating the cross-functional approach required for sustained customer success and growth.
What you will do:
- Enable customer success outcomes including reduced customer churn, identifying expansion opportunity and product adoption, as well as overall customer health scores.
- Support the team in managing clinical inquiries, client escalations and service recovery.
- Manage the achievement of performance metrics for the team and perform regular team member coaching.
- Build trusting relationships with external customers and internal stakeholders.
- Maintain a comprehensive understanding of business challenges faced by customers with a focus on clinical trends, programs, and clinical operations.
- Assist leadership with cross-functional project management to drive resolution for escalated client issues.
- Identify product and process gaps by conducting business impact assessments.
- Assist in the ongoing candidate review and hiring process and monitor team member capacity.
What you will bring to SmithRx:
- Bachelor’s and Advanced Degree in Pharmacy, RPh or Pharm D.
- Current and unrestricted Pharmacist license (any state).
- 5+ years of experience working as a licensed pharmacist.
- 5+ years of working knowledge of healthcare benefits, pharmacy benefits, or commercial health insurance.
- 3+ years of experience working in a client-facing role with external clients.
- 1-2 years of people management experience or evidence of informal leadership related to process improvements, quality initiatives, or project management.
- Ability to travel to support client meetings (10-15%).