Sr. Client Services Manager

at  Free Market Health

Overview
As part of the Operations team at Free Market Health, the Senior Client Services Manager will be the day-to-day operational contact for assigned clients(s), post implementation. This position will focus on delivering superior operational support, project management, reporting and communication to assigned client(s). The position requires frequent tactical planning and coordination of client projects with internal departments. The Senior Client Services Manager will be the project facilitator for the assigned team and across departments. The Senior Client Services Manager will organize, schedule, facilitate, and lead regular update calls and create/maintain a task log that will be used to document all activity to ensure team members and client(s) are aligned on status, progress, escalation needs, and deliverables.
As part of a growing team in a fast-paced, start-up environment, we are looking for a Senior Client Services Manager that will provide leadership, oversight, and guidance for other operational team members to drive overall performance and managing service delivery to our clients. The Senior Client Services Manager will organize, schedule, facilitate, and lead regular update calls and create and maintain a task log that will be used to document all activity to ensure team members and client(s) are aligned on status, progress, escalation needs, and deliverables. The Senior Client Services Manager will also train and mentor new hires.
Specifics

The specific responsibilities for this role include, but are not limited to:

• Provide project management, guidance, leadership, and oversight to all operational client activity related to service delivery.
• Oversee the development of operational timelines, project plans, and milestones to effectively manage/execute client operational activity.
• Establish a strong process to track progress of activities using a Project Plan, conduct regular update calls by creating and maintaining a task log until all items are completed.
• Provide leadership and oversight regarding project management by other operational team members on all aspects of the process to include the gathering and managing of client requirements, directing internal partners in the management and delivery of services as outlined in agreed upon project plan.
• Work with key stakeholders to define and acquire all necessary resources and to ensure support for project goals when needed.
• Manage benefit change requests and configuration updates to system logic.
• Ability to work independently as well as part of an extended, cross-functional team.
• Capability to identify processes, functions, and procedures requiring improvement, then develop and execute appropriate solutions.
• Train, develop and mentor new hires.

Qualifications

• 4-6 years of experience in a client-facing role.
• 1-2 years of experience in the specialty pharmacy or PBM space (preferred).
• Proven ability to execute and track successful delivery of strategic initiatives.
• Strong communication and interpersonal skills.
• Demonstrated ability managing projects, utilizing proven project management processes.
• Effective organizational skills as well as excellent management and prioritization skills
• Excellent PC skills including Microsoft Office and Internet experience.
• Excellent verbal and written communication and presentation skills.
• Strong analytical and problem-solving skills.
• Proven ability to work cross-functionally with different teams, both internally and externally.
• Demonstrates a level of operational understanding in analytical thinking, process development and improvement, problem solving, communication, and planning that will drive organizational efficiencies and client satisfaction.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.

Travel - approximately 10%/as needed for in-office meetings or to client sites.

Benefits & Perks

• Comprehensive healthcare coverage, including medical, dental, vision
• Paid holidays and unlimited paid time off
• 401(k) savings plan with company match
• Remote and in-office flexibility

Note - Salary range is posted to adhere to pay transparency laws in various statues. Salary offered will be dependent upon education, skills and experience of the ideal candidate

• Provide project management, guidance, leadership, and oversight to all operational client activity related to service delivery.
• Oversee the development of operational timelines, project plans, and milestones to effectively manage/execute client operational activity.
• Establish a strong process to track progress of activities using a Project Plan, conduct regular update calls by creating and maintaining a task log until all items are completed.
• Provide leadership and oversight regarding project management by other operational team members on all aspects of the process to include the gathering and managing of client requirements, directing internal partners in the management and delivery of services as outlined in agreed upon project plan.
• Work with key stakeholders to define and acquire all necessary resources and to ensure support for project goals when needed.
• Manage benefit change requests and configuration updates to system logic.
• Ability to work independently as well as part of an extended, cross-functional team.
• Capability to identify processes, functions, and procedures requiring improvement, then develop and execute appropriate solutions.
• Train, develop and mentor new hires