The Manager, Account Management & Client Solutions is responsible for leading the Account Management and Client Solutions functions while ensuring exceptional client service, operational excellence, and successful client support experiences. This role serves as a strategic liaison between clients and internal business partners, overseeing client relationships, account performance, issue resolution, and operational execution.
Reporting to the Director, Tactical Account Management & Client Onboarding, the Manager will lead a team responsible for supporting client needs throughout the client lifecycle, from onboarding through ongoing account management and operational support. This position requires a strong understanding of Pharmacy Benefit Management (PBM) operations, client relationship management, plan design, and service delivery.
This position may be based in Pennsylvania, Florida, or performed remotely based on business needs and candidate qualifications. The Manager must be able to effectively lead client-facing and operational teams in a hybrid or remote environment while maintaining strong collaboration across departments and client stakeholders.
Account Management:
• Lead and develop Account Managers and Client Solutions team members.
• Serve as a senior escalation point for client issues and concerns.
• Foster strong client relationships and ensure a high level of client satisfaction.
• Support client retention efforts through proactive account management and consultation.
• Participate in client meetings, implementation calls, business reviews, and strategic discussions.
• Provide guidance on plan design, benefit administration, and PBM operational processes.
• Ensure client commitments, deliverables, and service expectations are met.
• Monitor client health and identify potential risks, opportunities, and service improvements.
• Partner with Sales, Implementation, Clinical, Member Services, Claims, Eligibility, and other operational teams to support client objectives.
Client Solutions Operations:
• Oversee day-to-day Client Solutions operations and workflow management.
• Monitor team performance, turnaround times, and service level expectations.
• Ensure timely completion of client requests and operational tasks.
• Review and approve complex client communications and operational responses.
• Manage client support mailboxes and escalation queues.
• Oversee report requests, operational inquiries, and client service requests.
• Ensure quality assurance standards are maintained across team communications and deliverables.
• Drive continuous process improvement initiatives to enhance efficiency and client experience.
• Develop and maintain operational procedures, workflows, and best practices.
Leadership & Team Development:
• Recruit, train, coach, and mentor team members.
• Establish performance expectations and conduct regular performance reviews.
• Develop succession planning and career growth opportunities within the department.
• Foster a culture of accountability, collaboration, and client-centric service.
• Lead team meetings and departmental initiatives.
• Serve as a subject matter expert for PBM operations, account management, onboarding, and client support processes.
• Partner with leadership to establish departmental goals, key performance indicators, and strategic initiatives.
Qualifications:
• Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum of 5 years of PBM, healthcare, managed care, or pharmacy industry experience.
• Minimum of 3 years of leadership experience in Account Management, Client Services, Client Support, Implementation, or related functions.
• Strong understanding of PBM operations, plan design, claims processing, eligibility administration, client onboarding, and implementation processes.
• Demonstrated experience managing client relationships and leading client-facing teams.
• Experience supporting new client implementations and ongoing account management activities.
• Excellent communication, presentation, and relationship-building skills.
• Strong analytical, organizational, and problem-solving abilities.
• Advanced proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Experience with reporting and analytics tools, including Cognos, preferred.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
Benecard Services, LLC
Benecard Services, LLC has been administering carve-out, fixed rate insured prescription drug benefit programs since 1990. Benecard is a full service, in-house prescription benefit administrator that includes mail and specialty drug dispensing. We are a premiere nationwide Prescription Benefit Administrator headquartered in Lawrenceville, New Jersey.
Website: http://www.benecard.com
BeneCard PBF
BeneCard PBF provides self-funded prescription benefit program administration with a personalized approach through focused, clinical expertise. Our business model operates on a customized claim processing system offering unlimited capability and flexibility to respond to client needs in an evolving marketplace. Advanced clinical programs and advanced technology provide the framework to maximize the use of all data elements available. This allows BeneCard PBF to filter the information, focus on clinical opportunities and facilitate interaction between the physician, the pharmacist and the patient to effectively promote complete health care. Headquartered in Bonita Springs, Florida.
Website: http://benecardpbf.com
National Vision Administrators
For over 40 years, National Vision Administrators (NVA) has been meeting the vision benefit needs of public employer groups, Health & Welfare Funds, Associations and Coalitions. Providing millions of people throughout the United States with vision care programs that help them be smarter buyers of eye care and eyewear, NVA is particularly well suited to address today's health benefit challenges as it relates to eye care. We offer cost-effective, customized vision benefit programs that are clinically integrated. We are proud of the fact that we have retained over 99% of our clients and believe it is the greatest testimony to the high-quality benefits and service satisfaction we provide to both our clients and their members. Headquartered in Clifton, New Jersey.
Website: http://www.e-nva.com
We are an Equal Opportunity employer.
Skills Required
- Bachelor's degree or equivalent combination of education and experience
- At least 5 years of experience in PBM, healthcare, managed care, or pharmacy industries
- At least 3 years of leadership experience in Account Management, Client Services, Client Support, Implementation, or related functions
- Strong understanding of PBM operations, plan design, claims processing, eligibility administration, client onboarding, and implementation processes
- Experience managing client relationships and leading client-facing teams
- Experience supporting new client implementations and ongoing account management activities
- Excellent communication, presentation, and relationship-building skills
- Strong analytical, organizational, and problem-solving abilities
- Advanced proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint
- Experience with reporting and analytics tools, including Cognos
- Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail
What We Do
Benecard Services administers prescription drug benefits for private- and public-sector employers and other plan sponsors. Its pharmacy benefit management programs combine customized plan design, claims and cost management, clinical programs intended to support safe medication use and adherence, and guaranteed maximum-cost protection. It also supports access through a national pharmacy network, including mail-order and specialty dispensing, with in-house prescription benefit administration and member service.
