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PharMerica · 1 day ago

Account Manager, Client Services

Warren, MI

Full-time

Hybrid

Mid Level

$70K/yr - $75K/yr

3+ years exp

PharMerica is a growing pharmaceutical services company dedicated to providing exceptional customer service. The Account Manager of Client Services is responsible for cultivating strategic relationships with clients, ensuring customer satisfaction, and managing client issue resolution and retention.

BiotechnologyHealth CareHospital

Responsibilities

Builds strong partnerships with clients through consultation and collaboration for the sustained success and growth of their organizations

Accountable for all aspects of client relationships; primary go-to person for your client base

Engages with all levels across the organization to discuss issue resolution, growth opportunities and overall pharmacy performance in the Monthly/Quarterly Business Reviews (QBR’s) and Pharmacy Optimization Services (PSOP’s)

Leads client contract renewal process in collaboration with other key PharMerica stakeholders

Owns the client issue escalation and resolution process. Working directly with key internal partners, achieves timely responses on all issues along with setting proper expectations for clients

Manages their client base through the company’s CRM software. This includes the tracking and management of activities, issues, tasks, contacts, and other client communications

Own your Client Book of Business – be the subject matter expert and be prepared to communicate the most important critical to quality measurements to address customer’s needs, delivering world class service

Provides pharmacy service, performance and reporting data. Prepares reports, monthly and quarterly business review materials, facilitates client engagement calls and conducts routine training, providing educational materials to facilitate compliance with PMC procedures, tools and resources

Works with client support services in leading the on-boarding of new clients and facilities to ensure a seamless implementation

Collaborates with other functional departments (credit/collections, contracting, and marketing) to assure that corporate billing, and receivable standards are achieved

Represents PharMerica at corporate/networking/client events and conferences

Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards

Qualification

Client managementCustomer serviceProject managementMicrosoft OfficeRoot cause analysisProblem-solvingTime-managementCross-functional collaborationTeam collaborationCommunication skills

Required

Bachelor's degree or equivalent experience

Three to five years of previous experience in a client management, customer service, or client support role; previous experience in a client support role within a healthcare setting or other business-to-business setting

Ability to communicate to all levels of management

Excellent time-management and basic computer skills

Advanced Microsoft Office proficiency

Outstanding problem-solving skills

Experience in root cause analysis

Ability to collaborate cross-functionally

Experience working within a collaborative team

Experience in a project management and client-facing customer service role

Strong background with the ability to manage multiple priorities and deadlines at once