Client Services Team Growth & Success Manager

Company Bio:

Founded by industry pioneers, SlateRx provides simple and affordable pharmacy benefit programs to employer groups, unions, public sector groups, health systems, and other payers throughout the United States. As the industry’s only PBX^TM, SlateRx creates real value for plan sponsors on day one through purchasing scale and continued management via innovation and transparency.  Our model is designed to improve an out-of-touch healthcare model to make pharmacy benefits simple and affordable for plan sponsors and members.   

Job Overview:

The Client Services Team Growth & Success Manager is responsible for driving both individual and collective team performance while aligning growth strategies with organizational goals of the Client Services team at SlateRx. This role blends leadership, coaching, and data-driven decision-making to foster a high-performing, engaged, and scalable team environment. This position will be responsible for the day-to-day activities of account managers and client coordinators, including efficiency, accuracy and timeliness of reviews.

Responsibilities:

As a Client Services Team Growth & Success Manager, your key responsibilities will include:

Team Development & Success

• Lead, coach, and mentor team members to achieve personal and professional growth.

• Identify individual strengths and align roles to maximize performance and engagement.

• Facilitate regular feedback sessions and performance reviews.

• Resolve conflicts and foster a collaborative, inclusive team culture.

• Develop and implement training programs and career development plans.

Strategic Growth Management

• Design and execute growth strategies focused on team scalability, productivity, and retention.

• Analyze performance metrics (e.g., engagement, output, retention) to identify improvement areas.

• Collaborate with cross-functional teams (HR, Marketing, Clinical Strategy, Implementation, Sales) to align growth initiatives.

• Monitor KPIs such as team efficiency, project delivery timelines, and employee satisfaction.

Operational Excellence

• Oversee day-to-day team operations, ensuring alignment with business objectives.
  • Lead, coach, and develop a team of account managers and client coordinators while maintaining a limited portfolio of strategic client accounts. This is a working manager role with a primary focus on people leadership, team performance, and operational excellence.
  • Hire, coach, and evaluate staff.
  • Support and advise account managers and client coordinators with member, client, and software issues.
  • Handle escalated client, broker and vendor issues, including escalated calls.
  • Oversee the account management process from start to finish to ensure inquiries are being handled efficiently and requests are completed timely.
  • Monitor and update daily productivity reports.
  • Key contact for all points of escalation and day-to-day questions
  • Report accomplishments, infractions, and overall productivity to upper management.
  • Create and maintain processes and procedures to assist with the day-to-day aspects of the account management and client coordinators roles
    • Train and update staff on changing procedures
  • Assist with SharePoint organization and maintenance

• Conduct performance evaluations.

• Advise on employee promotions, transfers and dismissals.

• Manage team resources, budgets, and timelines effectively.

• Report regularly to senior leadership on team performance and growth outcomes.

• Implement tools and systems that support team collaboration and performance tracking.

• Perform miscellaneous job-related duties as assigned.

Qualifications:

To excel in this role, you should possess the following qualifications:

• 10 years of experience in team leadership, growth strategy, or organizational development.
• Strong analytical skills with experience in data-driven decision-making.
• Excellent communication, coaching, and conflict-resolution skills.
• Familiarity with performance management tools and platforms (e.g., Tableau, Asana, HubSpot).
• Computer and typing proficiency.
• Ability to adapt to a dynamic and fast-paced environment.
• Staff management experience.
• Possess excellent communication skills.
• A good educator who is trustworthy and willing to share information and serve as a mentor.
• Demonstrated ability to manage multiple priorities and deadlines.
• A well-organized and self-directed individual who is able to work with minimal amount of supervision.
• Capability to efficiently complete tasks in a demanding environment.

Education:

Bachelor’s degree in Business, Management, Organizational Development, or equivalent experience.

License Requirement:

None

Job Benefits:

Health, Dental, Vision, Life, 401k, Paid Time Off.

Location:

Remote