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Job Details

Job Summary:

The Account Manager, Health System and Government Services (HGS) is responsible for developing and maintaining long-lasting and profitable relationships with large strategic government and health system customers. This role will act as the primary point of contact for assigned customers, understanding their needs, strategic initiatives, and focusing on issue resolution to deliver a positive customer experience. The Account Manager will primarily support Apexus and 340B growth, as well as support other Gov. accounts and work closely with the Government sales team and internal stakeholders to ensure exceptional service and operational excellence for the customers in their portfolio.

Key Responsibilities:

• Customer Relationship Management:
  • Develop and sustain long-term customer relationships, engaging customers at all levels, including senior levels, to drive optimal customer experience.
  • Serve as the primary point of contact for assigned customers, understanding their needs and strategic initiatives.
  • Act as a mentor and Subject Matter Expert (SME) for new hires, facilitating training and onboarding programs.
• Operational Excellence:
  • Operationalize customer servicing requirements, serving as a point of escalation for issue resolution.
  • Develop, lead, and drive operational solutions, soliciting feedback and actionable inputs both internally and externally.
  • Pilot new programs, solutions, reports, and initiatives within the customer segment to identify gaps and provide feedback before broader rollouts.
• Collaboration and Communication:
  • Collaborate with the sales team and other internal departments to support new business growth and transition newly acquired business to direct account management oversight.
  • Communicate effectively with internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate initiatives/milestones.
  • Prepare and participate in comprehensive customer quarterly business reviews, providing financials, initiative milestones, and service metrics.
• Process Improvement and Risk Management:
  • Proactively identify best practices and initiatives to scale or apply to other similar customers to drive growth and improve customer experience.
  • Evaluate interaction trends and develop and implement improvement programs.
  • Identify potential risks and develop and implement strategies to mitigate identified risks, managing the issue resolution process.
• Documentation and Reporting:
  • Develop and maintain customer-specific documentation to support account management (e.g., operations manuals, account profiles, customer contacts, ABForce, Altify).
  • Ensure customers are aware of any changes to offerings related to processes and procedures, including operation and business management changes.
• Additional Responsibilities:
  • Provide back-up coverage to support team members while they are out of the office.
  • Must be willing to travel (including overnight travel) as required to manage geographic territory and attend events such as conferences, national, and regional sales meetings.
  • Perform related duties as assigned.

Experience and Educational Requirements:

• Requires broad training in fields such as business administration, project/program management, healthcare management, accounting, sales, marketing, computer sciences, or similar vocations, generally obtained through completion of a four-year bachelor's degree.

• Requires five or more years of directly related and progressively responsible experience.

Minimum Skills, Knowledge, and Ability Requirements:

• Strong verbal and written communication, strategic planning, and project management skills.

• Ability to communicate effectively both orally and in writing, presenting information professionally to customers, associates, and management.

• Analytical and process-oriented mindset.

• Comfortable working across multiple departments in a deadline-driven environment.

• Active team player, self-starter, and multitasker who can quickly adjust priorities.

• Strong c