Account Management

About the job

RxLightning is a high-growth, venture-backed health tech services company based outside of Louisville KY. The company partners with pharmaceutical/biotech companies, hubs, and specialty pharmacies to improve and streamline the specialty enrollment and intake process for all stakeholders.

RxLightning is experiencing an exciting period of company growth. The company offers a high-energy, results-oriented workplace that believes our success is based primarily on a fantastic team with the passion, drive, and skills to change the specialty enrollment process.

The position of Account Manager is an individual contributor position with proven experience managing large scale client relationships that encompass multiple RxLightning business units. The core purpose of this team is to serve as the primary point of contact and “face of RxLightning” to our partners, working to mitigate potential service errors and reduce the business risk of complex accounts through greater management oversight. This individual will be responsible for the retention and growth of revenue within existing client customers to support the rapid growth of our company.

Job Responsibilities:

Customer Relationship Management

· Responsible for overall customer satisfaction with the client. Acts as primary point of contact for the client related to projects and project status information.

· Manages client expectation regarding the delivery of services.

· Provides customer with proactive consultative services on process improvement, revenue generating & cost-saving opportunities.

· Responsible for all written and verbal (non-sales and non-IT specific) communication to the client.

· Prepares & Delivers Quarterly Business Reviews to the client on the state of the business and outlines opportunities for enhancement, growth, efficiency, etc.

Account/Project Management

· Drive collaboration across multiple RxLightning teams, which includes representatives from Marketing, Sales, Legal, Business Development, Finance and Accounting and Business Intelligence.

· Monitors monthly performance against service level agreements and develops plan for corrective action if service level is not met.

· Serves as the first point of contact for day-to-day program issues. Involves team members as needed to resolve all issues within reasonable time frames and escalates issues to the team leader as necessary.

· Interacts with all internal departments to assist as needed in providing business understanding.

· Ensure timely delivery of reports according to program SLA’s.

· Verifies reasonability of data before client release.

· Understand, evaluates, and interprets data in order to accurately summarize meaning of information to the customer.

· Responsible for managing project timeline, cross-functional teams, interdepartmental communication. Maintains project plans and tracking logs as appropriate. Manages the change request process within the team.

· Responsible for identifying project priorities with customers and communicating priorities to internal team.

General

· Ensure clarity in client communications, continually search for improvement to existing programs, design and implement new ideas, and help support the larger company.

· Accountable for ensuring service excellence as outlined in the client’s service agreement.

· Launch and manage strategically critical client programs that cross multiple business lines while driving continuous improvement in processes.

· Monitors team tracking on customer projects.

· Provides status reports to ensure senior level management visibility to program operation.

· Responsible for building team environment with internal partners.

· Manages conflict resolution to ensure successful/productive project.

· Understand contractual obligations and negotiates incremental contractual arrangements after program go-live.

· Responsible for ensuring the accuracy of all client invoices prior to billing release. Escalates identified billing issues/concerns to manager as necessary to ensure 100% accuracy in billing activities.

· Receives client invoices from finance department and ensures all invoices are received in a timely manner, reviews all line items, and verifies all backup documentation.

Qualifications/Requirements

· Consistent track record of managing and exceeding all client expectations

· Consistent track record of growing commercial value of accounts with clients directly managed

· Excellent verbal and written communication skills

· Naturally inquisitive individual that encompasses the willingness to challenge the status quo in search for process improvement.

· Collaborative, customer-focused, and able to create visible value to client and within the organization

· Proven ability to handle multiple projects toward effective solutions and according to budget and timelines

· Advance organization skills, project management a plus

· Detailed understanding and experience with process documentation and improvement

· Analytical ability to take an opportunity, notice trends, research and suggest solutions to the customer

· Experience with Microsoft Office Suite

· Advanced skills in Microsoft Excel and PowerPoint

· Ability to develop strong team relationships and bring individuals together to focus on team goals

· Excellent time management/organization skills

· 10% travel may be required

Preferred Qualifications

· 4+ years experience in account management is preferred

· 3+ years business experience in Healthcare, Pharmaceutical, Account/Client Management, Finance, Distribution, or Management Consulting is preferred

· CRM Software Experience (HubSpot)

· Education – 4-year degree in related field or equivalent experience. Advanced degree, MBA or MHS, highly preferred

About Us:

· Founded in 2020, RxLightning is privately owned and currently experiencing rapid growth in terms of customers, revenue, and employees.

· Our goal is to create a world where every patient gets accelerated access to the therapies they need, through the creation of a single destination for specialty prescriptions that makes the enrollment process easy, automated, and as seamless as possible.

EO Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Security Requirements:

Must be able to pass a background check and drug screening and work in a HIPAA compliant environment. Must be able to work in the United States without sponsorship.

Role-Related Privacy and Security Disclosure:

This role may require access to PHI for the purpose(s) of investigation and triage of support issues, troubleshooting, data reporting, or client implementation and must comply with our Privacy and Security Policies and Procedures.