Director Client Solutions, Key Accounts

Overview

The Director, Client Solutions (Key Accounts) is responsible for the overall strategic management, growth, and retention ofCareTria’s largest and most complex manufacturer relationships. This position ensures client satisfaction, operationalexcellence, and strong financial performance across assigned accounts while developing long-term strategies that driveenterprise value. The Director acts as the senior liaison between clients and internal teams, providing executive-leveloversight and thought leadership to enhance client outcomes and business performance. This position may include directreports based on business needs and account scope

Responsibilities

KEY RESPONSIBILITIES:1. Strategic Account Leadership• Serve as lead for key and large pharmacy accounts, ensuring delivery on contractual, operational, and financial goals.• Develop and implement account strategies to expand service offerings and achieve long-term growth.• Lead Quarterly Business Reviews (QBRs) and annual planning sessions with client executives and internal leadership.• Partner with internal teams to design and execute innovative solutions that align with client objectives.2. Client Relationship Management• Serve as primary point of contact for executive-level client stakeholders.• Maintain proactive communication and manage escalations with transparency and professionalism.• Build long-term trust through consistent delivery, accountability, and responsiveness.• Align client priorities with Caretria capabilities to maximize satisfaction and retention.3. Operational Excellence and Project Management• Ensure operational success across assigned accounts by collaborating with Operations, IT, and Pharmacy teams.• Oversee implementation and change management initiatives, ensuring adherence to SOPs and compliancestandards.• Serve as project sponsor for key client initiatives, including technology integrations, workflow enhancements, andservice launches.• Develop and manage project plans, milestones, and deliverables, ensuring timely completion and quality outcomes.• Monitor KPIs, SLAs, and budgets, providing intervention and process improvements where necessary.• Support UAT review, process documentation, and systems testing to drive continuous improvement.4. Financial Management• Manage account-level P&L performance and profitability.• Monitor revenue realization and safeguard against leakage.• Collaborate with Finance and Operations to forecast, track, and analyze client performance.• Identify and capitalize on opportunities for organic growth within key accounts.5. Leadership and Team Development• Mentor and coach Client Solutions Managers and Senior Managers assigned to support large accounts.• Build a high-performing culture centered on accountability, collaboration, and innovation.• Support staffing and organizational design as accounts expand or new business is added.• Lead onboarding and development initiatives for new Client Solutions team members.6. Cross-Functional Collaboration• Partner with Operations, Compliance, IT, and Finance to ensure alignment on program performance and client goals.• Participate in enterprise-level strategic initiatives impacting major accounts.Page 2 of 2• Promote best practice sharing and standardization across the Client Solutions organization.The above duties are meant to be representative of the position and not all-inclusive

Qualifications

MINIMUM JOB REQUIREMENTS:• Bachelor's degree in business, healthcare, or related field, or equivalent combination of education and experience.• Seven (7) years of experience in pharmacy, healthcare services, or life sciences.• Four (4) years of experience in strategic account or client management.• Demonstrated experience managing high-value accounts, large-scale projects, and cross-functional teams.PREFERRED EDUCATION AND EXPERIENCE:• Specialty pharmacy or PBM experience• Master’s degree in business, healthcare administration, or a related field preferredKNOWLEDGE, SKILLS & ABILITIES:• This role requires minimal travel, generally less than 10%, for Quarterly Business Reviews (QBRs), client site visits, orkey business meetings.• Relationship focused, with excellent interpersonal skills for dealing with staff, clients, peers and other departments.• Proven ability to define, launch and manage complex projects and clients.• Ability to think innovatively and translate innovative ideas into practical solutions.• Results-oriented self-starter, with strong sense of ownership and assertive follow-through.• Excellent time management skills, with ability to adapt to rapidly changing priorities and deadlines.• Stays abreast of changes in the healthcare industry and how those changes may present opportunities for ourbusiness.• Well-organized and detail-oriented, with ability to successfully prioritize and manage multiple projects.• Strong communication skills, both verbal and written, to build winning relationships with