Support the senior Customer Success lead in managing assigned employer accounts.
Serve as the day to day operational contact for clients and brokers, ensuring timely and accurate responses.
Prepare materials for business reviews, renewal discussions, and performance guarantee reporting.
Coordinate internal resources to execute defined account strategies.
Track open items, action plans, and deliverables to ensure commitments are met.
Ensure accurate execution of contract requirements, reporting deliverables, and billing support.
Monitor service levels and proactively identify risks or gaps in performance.
Triage client issues, coordinate cross functional resolution, and escalate complex matters appropriately.
Maintain accurate documentation and audit ready records in a HIPAA regulated environment.
Support analysis of utilization trends, cost drivers, and rebate reporting with guidance from senior leaders.
Translate technical and operational data into clear client ready materials.
Partner with Clinical, Operations, Technology, Finance, and Call Center teams to ensure seamless delivery.
Identify operational inefficiencies and recommend process improvements that enhance accuracy and client experience.

Bachelor’s degree in business, healthcare, or related field, or equivalent experience.
3 to 5 years of PBM, pharmacy benefit, or closely related health benefits experience.
Experience supporting employer clients in an account management or implementation capacity.
Working knowledge of PBM operations including claims adjudication, eligibility, billing, reporting, and plan design fundamentals.
Familiarity with rebate structures, specialty medications, and employer pharmacy cost drivers, with ability to escalate complex strategic or clinical questions.
Strong organizational skills with the ability to manage multiple priorities and deadlines.
High attention to detail and commitment to accuracy.
Excellent written and verbal communication skills with ability to translate technical information into clear client updates.
Comfort working in a compliance sensitive, HIPAA regulated environment.
Proficiency in Microsoft Office and CRM or project management systems.
Experience using AI or automation tools to improve reporting accuracy and workflow efficiency.

Customer Success Account Manager

Key skills