Account Manager

Job Description Summary

The Account Manager is responsible for providing exceptional customer service and fostering strong client relationships. Acting as the primary liaison between LucyRx and assigned clients, this role ensures seamless communication, timely issue resolution, and a high level of client satisfaction. The Account Manager will work closely with clients to understand their needs, address concerns, and ensure they receive the highest quality of service. Additionally, this role supports client retention, renewals, and benefit consulting while collaborating with internal teams to maintain excellent service delivery and operational efficiency.

Role and Responsibilities

• Establish and maintain strong relationships with assigned clients through timely and effective communication via phone, email, and in-person meetings.
• Act as the primary liaison between clients and internal teams, ensuring smooth execution of PBM services and addressing client needs proactively.
• Own the coordination of issue resolution by assessing, prioritizing, and addressing client concerns while keeping management informed of account activity.
• Assist with strategic account planning and client engagement in coordination with the account management team.
• Provide consultative services on pharmacy benefits, plan design, and cost-saving initiatives.
• Assists client services team with new business implementation processes and ongoing service to ensure smooth product delivery.
• Own the service provided to clients, ensuring all interactions are handled with professionalism and care.
• Demonstrate ability to anticipate clients' next queries and needs, providing timely and relevant information to enhance the overall client experience
• Monitor client performance to identify areas for improvement and recommend enhancements.
• Work closely with internal teams to support new business implementation and ongoing service optimization.
• Collaborate on the development of new tools, processes, and strategies to improve business efficiency and client satisfaction.
• Identify business challenges and contribute to both short-term solutions and long-term strategic improvements.
• Manage strategic and consultative service delivery, including reporting, analytical reviews, and performance monitoring.
• Support contract renewals, service level agreements, and regulatory compliance efforts.
• Stay informed on industry trends, legislative changes, and best practices in PBM to provide valuable insights to clients.
• Perform other duties as needed to support corporate objectives.

Qualifications and Education Requirements

• Bachelor's Degree in business or related field, or equivalent combination of education and/or work experience;
• 2 years of Client Service/Account Management experience, preferably in Pharmacy Benefits Management

Knowledge and Skills Required

• Excellent customer service skills to maintain a high standard of service.
• Excellent communication and collaboration skills.
• Ability to coordinate multiple projects while maintaining quality.
• Proficient in Microsoft Office and CRM tools.
• Adaptable and work well in a fast-paced environment.
• Self-directed with the ability to work with a minimal amount of supervision.
• Able to take initiative that effectively and efficiently creates a desired result.
• Understanding of pharmacy operations including claims submission and familiarity with medications and their uses.
• Effective analytical skills with a data-driven approach to decision-making
• Elevated attention to detail and ability to work independently or in a team setting.
• Strong customer service mindset with a proactive approach to client needs.
• Willingness to travel up to 10% annually with some overnight stays.

Preferences

• Strong knowledge of PBM programs and operations