The Account Management (IC) Sr. Manager is responsible for leading the strategic direction of a book of clients as well as providing leadership to the dedicated client account team. The Sr. Manager will also take on direct client-facing responsibilities to help with overall retention and strategic organizational goals. This role is accountable to ensure service excellence on behalf of their clients across all Express Scripts departments and serves as an escalation point for clients and internal teams. The Director works with the team to proactively monitor and identify pharmacy trends to recommend appropriate solutions to clients. Responsibilities include, but are not limited to, ensuring team proactively delivers and communicates the effectiveness of Express Scripts and Cigna core services, monitor trends, coordinates timely issue resolution and drive service excellence. The primary measures of performance are outlined in the annual business scorecard by way of client satisfaction, client retention results and new solutions margin expansion.
ESSENTIAL FUNCTIONS
- Coach, mentor and support the development of a team of sales job family roles.
- Drive service excellence on behalf of their individual book of business and business division; proactively support, supervise and oversee the team to ensure day-to-day core service deliverables are met and contributes to the strategic planning for client renewal and retention strategies.
- Serve as a point of escalation for the team on issues of service breakdown or operational concern; act as a liaison to the various internal partners to ensure efficient, effective resolution; provide proactive consultation related to service opportunities. Identify and champion process improvement initiatives when applicable to support client growth and retention.
- Translate broad theories and strategies into clear, actionable objectives; champion cross functional initiatives; communicate progress and key milestones to appropriate internal partners and key divisional business leaders
- Work with team members and underwriting to ensure we secure client renewals and improve business financial position
- Works with internal and external business partners to ensure that account expectations are met.
- Actively engage and support in new sales opportunities.
- Stays abreast of marketplace trends and competitive landscape in order to best position retention and growth efforts across the team and division
QUALIFICATIONS
- College degree in business or equivalent work experience
- At least 10 yrs relevant experience namely in an Account Management, Service, or Sales function to include 5 – 7 years management or leadership experience required
- Ideal candidate has experience leading teams and cross functional work groups in person and remotely.
- Proficient PC skills including Microsoft Word, Excel, and PowerPoint
- Financial Acumen – Knowledge of PBM financials, margin drivers and pricing
- Knowledge of the PBM industry
- Superior verbal and written communication skills are essential
- Negotiating and strong leadership skills are essential
- Developed organizational, analytical, interpretative and time management skills
- Travel required to support divisional strategic planning initiatives and client related meeting as needed.
