[Hiring] Senior Account Manager @CVS Health

Role Description

As a Senior Account Manager, you will be responsible for managing complex client relationships, ensuring customer satisfaction, and driving customer success. This role requires excellent communication skills, a proactive approach to problem-solving, and a passion for delivering exceptional customer service.

• Client Relationship Management: Build and maintain strong relationships with clients, acting as the primary point of contact for all operational-related matters.
• Customer Service Excellence: Ensure high levels of customer satisfaction by addressing client needs, resolving issues promptly, and providing exceptional service.
• Gathering and Processing Requirements: Analyze complex client issues and assist in developing practical and efficient solutions. Lead client-focused problem-solving efforts, identifying root causes and solutions.
• Assessing and Answering Customer Feedback: Respond to client inquiries and escalations, ensuring concerns are addressed promptly. Maintain consistent communication with internal teams to resolve issues. Be a customer advocate and use internal resources to continuously improve the customer experience.
• Managing Account Performance: Maintain responsiveness, reliability, and accuracy in service execution. Own and manage high-profile client accounts, ensuring smooth operations.
• Project Management: Maintain reporting and tracking of client issues. Lead account-specific initiatives to improve client service. Oversee process improvements at the client level, ensuring efficiency.
• Reporting: Provide regular updates and reports on account status, client feedback, and areas for improvement.
• Problem-Solving: Proactively identify and address potential issues before they escalate, ensuring a smooth and positive client experience.
• Training and Development: Stay updated with the latest industry trends, participating in training sessions to improve competencies, and share valuable insights with colleagues, fostering a culture of growth and collaboration.
• Mentorship: Provide guidance and mentoring to junior staff, helping them develop their skills and grow within the company.

Qualifications

• At least 18 months with CVS Health Pharmacy Account Management
• 2+ years of experience with Microsoft Office Suite, especially Excel, PowerPoint, Word, Outlook, and Web applications
• Ability to travel up to 25%

Requirements

• 3-5 years of Account Management, Insurance Healthcare, Benefits, or related industry experience (preferred)
• Knowledge of Prescription Benefit Management (PBM) industry (preferred)
• Experience working with multiple intranet and extranet systems, CRM, or adjudication platforms (preferred)
• Bachelor’s Degree or equivalent work experience

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility