Associate Director, Account Management

About the Role

Key Responsibilities

• Supervise and support a team of account managers and/or account coordinators to ensure client satisfaction, retention, and performance.
• Support clients in a leadership capacity, focusing on escalation management and relationship development.
• Manage a high-profile but limited client book.
• Conduct regular team meetings to align goals, share updates, and address challenges.
• Mentor and develop team members to enhance their skills and knowledge in PBM services.
• Handle escalations and provide strategic guidance to resolve client issues efficiently.
• Serve as the point of contact for key clients, fostering strong, long-term relationships.
• Lead the team to ensure proactive and effective communication with clients.
• Support implementation teams with client onboarding, ensuring smooth transitions and clear understanding of PBM services.
• Proactively address client concerns, ensuring quick and effective resolution of issues.
• Act as a liaison between clients and internal teams to manage escalations and resolve conflicts.
• Stay updated on industry trends and regulations, sharing knowledge with the team.
• Implement process enhancements to optimize service delivery and efficiency.
• Help build and develop job aids, policies, procedures, and standard operating procedures for the client account management team.

Requirements

• Undergraduate bachelor's degree, with record of strong academic performance.
• 5+ years of proven experience in PBM / health plan, benefits consulting, healthcare industry.
• Track record of building trusting internal and external relationships.
• Experience leading cross-functional initiatives, driving high performance, meeting deadlines, and executing on deliverables.
• Experience working with structured and unstructured data.
• Proficient in Microsoft Office, particularly Excel; SQL experience is a bonus.
• Ability to balance multiple complex projects simultaneously.
• Exceptional written and verbal communication skills.
• Extremely flexible, highly organized, and able to shift priorities easily.
• Attention to detail and commitment to delivering high-quality work.
• Ability to travel, not to exceed 25%.

Nice to Have

• 3+ years of people management experience.

Qualifications

• Bachelor's degree with strong academic performance.

Benefits & Perks

• Salary range of $120,000 - $130,000 USD.