Client Solutions Director, Key Accounts

Overview

 

 

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

 

 

Responsibilities

 

• 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.
• 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 KnippeRx capabilities to maximize satisfaction and retention.
• 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 compliance standards.
• Serve as project sponsor for key client initiatives, including technology integrations, workflow enhancements, and service 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.
• 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.
• 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.
• 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.
• 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 preferred

 

KNOWLEDGE