At HR Soul, we believe your company has a soul. Our mission is to amplify the performance of people and the soul of company culture.
We partner with organizations across the country to find exceptional talent and build stronger businesses through Talent, Leadership, Strategy and Culture. Our recruiting team brings deep market expertise, a highly personal approach and a commitment to creating the right match for both the organization and the individual.
We are conducting this search on behalf of a valued client. To protect the confidentiality of the organization and its team, identifying information has intentionally been removed from this position description.
POSITION OVERVIEW
HR Soul is partnering with a growing healthcare technology organization to identify an experienced Account Manager who will serve as a strategic partner to a portfolio of clients.
This role sits at the intersection of pharmacy benefits, technology and client success. The Account Manager will own key client relationships, helping customers maximize the value of the organization’s technology platform while supporting retention, adoption and account growth.
The successful candidate will bring a strong understanding of PBM and pharmacy benefit operations, combined with the curiosity and technical aptitude to become an expert in a SaaS-based solution. Extensive SaaS experience is not required. More important is the ability to understand a client’s business, translate complex information into practical solutions, and build trusted, long-term relationships.
WHAT YOU’LL DO
Client Relationship & Account Management
Serve as the primary point of contact and trusted advisor for an assigned portfolio of clients.
Build strong, consultative relationships with client stakeholders and decision-makers.
Develop a deep understanding of each client’s business objectives, operational environment, challenges and measures of success.
Lead regular business reviews focused on performance, platform utilization, opportunities and measurable value.
Proactively identify client concerns, risks and opportunities before they become larger issues.
Advocate for client needs internally and coordinate resources across the organization to deliver effective solutions.
Platform Adoption & Client Success
Become a subject-matter expert on the organization’s technology platform and its capabilities.
Help clients understand and adopt available functionality, new features and best practices.
Review utilization and engagement data to identify opportunities for clients to gain additional value from the platform.
Develop client success plans connecting platform capabilities with business objectives.
Partner with clients on the implementation and adoption of new modules, products and functionality.
Conduct periodic utilization reviews to ensure implemented solutions are delivering their intended value.
Pharmacy Benefits Expertise
Apply a strong working knowledge of PBM operations, including pharmacy claims, formulary management, prior authorization, clinical programs and related processes.
Translate complex pharmacy benefit concepts into clear, practical guidance for clients.
Help identify and resolve operational issues by partnering with clinical, product and technical resources.
Stay informed of relevant pharmacy benefit trends and developments that may affect clients.
Retention & Account Growth
Support and manage the client renewal process with a focus on long-term retention and partnership.
Identify opportunities to expand relationships based on client needs and available solutions.
Partner with sales and internal stakeholders on appropriate cross-sell and upsell opportunities.
Develop and present business cases demonstrating the potential value of additional services, capabilities or platform modules.
Analytics & Strategic Insights
Produce customized reports and analyses in response to client needs.
Interpret utilization, performance and pharmacy benefit data to identify trends, anomalies and opportunities.
Develop clear, compelling presentations and data visualizations for client meetings and business reviews.
Translate data into meaningful recommendations rather than simply reporting the numbers.
Use performance metrics and industry knowledge to help clients make informed decisions.
Implementation & Project Management
Lead or coordinate client-facing implementations of new products, features and functionality from kickoff through launch.
Serve as the bridge between clients and internal Product, Technology, Clinical and operational teams.
Gather, clarify and document client requirements.
Coordinate testing, training, communication and rollout activities.
Maintain visibility into timelines, deliverables and potential risks to ensure successful implementations.
WHAT WE’RE LOOKING FOR
Required Experience
Professional experience within pharmacy benefits, PBM operations or a closely related pharmacy benefits environment.
Working knowledge of pharmacy claims processing and adjudication, formularies, clinical programs and PBM operations.
Experience managing B2B client relationships in an account management, client services, customer success or similar capacity.
Strong analytical capabilities and comfort working with data, reporting and performance metrics.
Ability to quickly learn and confidently navigate complex technology platforms.
Strong Microsoft Office skills, particularly Excel and PowerPoint.
Excellent written, verbal and presentation skills.
Additional Experience That Would Be Valuable
Experience working with SaaS platforms, healthcare technology or subscription-based solutions.
Previous account management or customer success experience within healthcare technology.
Exposure to client retention, renewal and account-growth strategies.
Experience supporting technology implementations, client training or change initiatives.
Familiarity with reporting and business intelligence tools.
Knowledge of NCPDP transaction standards.
WHO WILL THRIVE IN THIS ROLE?
We’re looking for someone who combines PBM knowledge with genuine client instincts.
You are naturally curious about a client’s business and comfortable asking the questions that uncover what they actually need. You can move between pharmacy-benefit details, technology conversations, data analysis and executive-level discussions without losing sight of the bigger picture.
You’ll likely be successful if you are:
Client-Focused: You take ownership of the client experience and care about delivering measurable value.
Consultative: You listen first, ask thoughtful questions and provide informed recommendations.
Analytical: You are comfortable digging into data and turning information into insight.
Technology-Minded: You enjoy learning new platforms and can quickly become a credible product resource.
A Strong Communicator: You can make complicated subjects understandable and communicate confidently with both technical and non-technical audiences.
Commercially Aware: You recognize opportunities to deepen client relationships while maintaining trust.
Organized: You can manage multiple clients, projects, priorities and deadlines without losing the details.
Collaborative: You work effectively across Product, Technology, Clinical, Sales and other internal teams.
Adaptable: You are comfortable operating in an evolving environment where products and client needs continue to change.
Results-Oriented: You take ownership, follow through and focus on outcomes.
ABOUT THIS SEARCH
This position is being presented by HR Soul on behalf of our client. To maintain confidentiality during the initial stages of the search, certain identifying details about the organization have been intentionally omitted. Qualified candidates will receive additional information about the company, opportunity and hiring process as they progress through the recruitment process.
HR Soul and our client are committed to providing equal employment opportunities to all qualified individuals. Employment decisions are based on qualifications, experience, skills and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information or any other characteristic protected by applicable law.
