Serve as the primary point of contact for day‑to‑day management of multiple complex customer accounts and programs
Own execution of contractual deliverables, ensuring accuracy, compliance, and timely resolution of issues
Act as the first point of escalation for customer program concerns; investigate root causes, coordinate solutions, and communicate outcomes
Develop and maintain program plans, track progress toward goals, and proactively manage risks
Manage and prioritize a large book of business (approximately 20–30 accounts), balancing urgency, impact, and customer needs
Leverage data and reporting to identify trends, surface insights, and support customer conversations and recommendations
Lead or participate in customer meetings, including quarterly business reviews, focused on performance, outcomes, and future opportunities
Collaborate cross‑functionally with product, analytics, technology, and other internal partners to advocate for customer needs and improvements
Promote continuous improvement by identifying opportunities to enhance processes and the overall customer experience

Bachelor’s degree in a related field or an equivalent combination of education and experience
4+ years of experience in account operations, account management, customer success, or a closely related customer‑facing role
Experience managing complex, high‑value customer relationships or strategic accounts
Background in customer success or account management within healthcare, health tech, pharmacy, or SaaS environments
Strong ability to analyze data and translate insights into clear, customer‑friendly narratives
Experience conducting or supporting quarterly business reviews and executive‑level customer discussions
Familiarity with CRM platforms (e.g., Salesforce) and analytics/reporting tools (e.g., Tableau)
Ability to work cross‑functionally and influence without authority
Experience supporting customers through operational issues, system incidents, or escalations with professionalism and composure
Pharmacy or pharmacy technician experience is a plus, but not required.

Senior Account Operations Manager

Key skills