高级总监 账户管理
Senior Director, Account Management
我们是谁：
SmithRx 是一家快速发展的、获得风险投资的健康科技公司。我们的使命是通过构建由尖端技术、创新的节省成本工具和一流的客户服务驱动的下一代药品采购平台，颠覆昂贵且低效的药房福利管理（PBM）行业。自 2016 年以来，已有数十万名会员加入，SmithRx 的解决方案正在全国各地的客户中产生共鸣。
我们以使命驱动和协作的文化为荣，这种文化激励员工发挥最佳水平。我们认为美国医疗体系需要变革，我们每天都在致力于实现这一改变。我们核心的价值观包括：
- 诚信：我们的目标指导我们的行动，并让我们对未来的道路充满信心。我们以坚定不移的诚实和可靠，勇敢面对挑战旧体系的压力，展现道德领导力，创造新的可能。
- 勇气：我们以坚韧和韧性面对持续的挑战。我们通过在自主性和同理心之间取得平衡，在责任感与脆弱性之间取得平衡，来拥抱未知的不适。我们大胆挑战现状，不断前进——永不停歇。
- 团结：SmithRx 的成功反映了我们合作伙伴的力量和团队的承诺。我们共同的价值观将我们联系在一起，使我们成为一个整体。当一个人跌倒时，我们所有人都会受到影响；当一个人崛起时，我们所有人都会随之提升。
职位概要：
高级客户经理负责人是一位战略型人才领导者，负责领导、发展和扩大一个高绩效的客户管理组织。该职位负责建立强大的领导文化，培养人才，制定明确的绩效期望，并确保团队具备实现卓越客户成果所需的结构、能力和资源。
该职位将领导一支由客户代表和/或客户管理负责人组成的团队，作为教练和战略伙伴，同时在如何管理客户关系、升级流程、绩效和增长机会方面保持一致性。
该领导者将与高管团队和跨职能团队紧密合作，确保客户管理组织与公司优先事项保持一致，并具备支持持续业务增长的能力。
你将负责的工作：
人员领导与人才培养
- 领导、指导和发展客户代表
查看英文原文
Who We Are:
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.
We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:
- Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
- Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
- Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.
Job Summary:
The Senior Director of Account Management is a strategic people leader responsible for leading, developing, and scaling a high-performing Account Management organization. This role is accountable for building a strong leadership culture, developing talent, establishing clear performance expectations, and ensuring the team has the structure, capabilities, and resources needed to deliver exceptional client outcomes.
The Senior Director will lead a team of Account Executives and/or Account Management leaders, serving as a coach and strategic partner while creating consistency in how the organization manages client relationships, escalations, performance, and growth opportunities.
This leader will partner closely with executive leadership and cross-functional teams to ensure the Account Management organization is aligned to company priorities and positioned to support continued business growth.
What you will do:
People Leadership & Talent Development
- Lead, coach, and develop Account Executives and Account Management leaders to achieve individual and organizational goals.
- Establish a high-performance culture grounded in accountability, collaboration, client advocacy, and continuous improvement.
- Conduct regular talent assessments and identify high-potential employees, succession opportunities, and performance gaps.
- Create and execute individualized development plans to strengthen leadership, strategic thinking, client management, and business acumen.
- Provide clear, timely, and actionable performance feedback.
- Build a strong leadership bench and succession plan for critical roles.
- Ensure appropriate staffing, capacity, spans and layers, and role clarity as the organization scales.
- Partner with Talent/HR on recruiting, onboarding, performance management, promotions, and employee engagement.
Account Management Leadership
- Establish clear expectations, operating rhythms, and performance standards across the Account Management organization.
- Ensure AccountExecutives are operating proactively and strategically rather than primarily responding to client issues.
- Coach teams to develop strong executive relationships and become trusted strategic advisors to clients.
- Drive consistency in account planning, QBRs, client communications, escalation management, and business reviews.
- Monitor team performance against key client and business metrics, including retention, satisfaction, engagement, and financial performance.
- Ensure appropriate escalation and executive engagement for high-risk or strategically important clients.
Organizational Effectiveness
- Evaluate team structure, workloads, account assignments, and capacity to ensure sustainable performance.
- Identify opportunities to improve processes, tools, training, and operating models.
- Develop scalable frameworks and playbooks that enable consistent Account Management practices.
- Establish meaningful OKRs and reporting to measure team effectiveness and identify opportunities for improvement.
- Partner with leadership to evolve the Account Management model as the business grows.
Cross-Functional & Executive Partnership
- Partner with Operations, Product, Sales, Finance, Clinical, Legal, Member Services, and other functions to deliver an integrated client experience.
- Represent Account Management in leadership discussions and strategic initiatives.
- Escalate organizational and client risks with clear recommendations and action plans.
- Translate company direction into clear priorities and expectations for the Account Management team.
- Serve as a visible and trusted leader across the organization.
What you will bring to SmithRx:
Leadership Expectations
The successful candidate will:
- Lead through others rather than becoming the primary problem solver.
- Develop talent and consistently raise the capability of the team.
- Create accountability while maintaining a supportive, collaborative culture.
- Think strategically and connect day-to-day client management to broader business objectives.
- Make decisions and provide clear direction when the team encounters ambiguity.
- Anticipate challenges rather than operating reactively.
- Build strong leaders, not dependency on the Senior Director.
- Champion change and help the organization adapt as the company scales.
What you will bring to SmithRx:
- 10+ years of experience in Account Management, Client Success, Customer Success, or a related client-facing function..
- 5+ years of people leadership experience, including managing managers and/or senior-level professionals.
- Experience working with various clients ranging in size from small to enterprise level employers, Health Plans, TPAs, brokers, and consultants.
- Demonstrated success building and developing high-performing teams.
- Experience managing organizational growth, capacity planning, or evolving operating models.
- Strong executive presence and communication skills.
- Demonstrated ability to coach leaders and address performance issues effectively.
- Strong strategic thinking, business acumen, and decision-making skills.
- Experience working cross-functionally in a complex, fast-paced organization.
- Bachelors Degree required
- Healthcare, benefits, pharmacy, PBM, or related industry experience strongly preferred.
What SmithRx Offers You:
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- Paid Company Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities
Zone A includes the following locations:
- San Francisco Bay Area - California
- Metro New York City - Connecticut, New Jersey, New York and Pennsylvania
Zone A Pay Range
$240,000—$300,000 USD
Zone B includes the following locations:
- California - outside of San Francisco Bay Area
- Metro Denver / Boulder - Colorado
- Metro District of Columbia - District of Columbia, Maryland, Virginia and West Virginia
- Metro Boston / Cambridge - Massachusetts and New Hampshire
- Metro Austin - Texas
- Metro Seattle - Washington
Zone B Pay Range
$220,000—$275,000 USD
Zone C includes all other locations not listed above, including:
- Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Tennessee, Utah, Vermont, Wisconsin, Wyoming
- Non metro Colorado, Connecticut, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Texas, Virginia, Washington, and West Virginia
Zone C Pay Range
$200,000—$250,000 USD
Compensation & Benefits
- Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
- Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).
Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here.
Originally posted on Himalayas