Account Manager- Client Success

As an Account Manager, you will be responsible for managing and nurturing relationships with a dedicated group of customers, ensuring they receive exceptional service and support related to their program. This role involves understanding customer needs, addressing any issues, and ensuring the effective delivery of VIVIO’s services. 

Who You Will Be Working With: 

This role is multi-disciplinary.  You will work closely with the Customer Success, Sales, Member Experience, and Engineering teams.  You will report directly to VIVIO’s VP of Client Success. 

Key Responsibilities: 

• Act as the primary point of contact for assigned accounts, fostering strong and long-lasting relationships. 
• Understand each customer’s needs and objectives to provide tailored solutions and support. 
• Manage the day-to-day operations and administration of the VIVIO program for assigned customers. 
• Prepare and present regular reports on program performance, utilization, and financial metrics to customers and their consultants. 
• Track and report on key performance metrics. 
• Assist in various projects related to Customer Success.  
• Consistently position and communicate VIVIO’s value proposition to clients, identifying upsell and proactive enhancement opportunities that drive client satisfaction and program growth. 
• Prepare, coordinate, and deliver quarterly and annual business reviews, presenting program performance, outcomes, and strategic recommendations to client stakeholders. 
• Drive client retention, satisfaction, and account growth through proactive engagement, strategic planning, and a genuine passion for serving clients. 
• Travel as needed to support client relationships and business objectives. 

Problem-Solving: 

• Proactively monitor client satisfaction and address any issues or concerns in a timely manner. 
• Collaborate with internal teams (e.g., member experience, sales, and engineering) to resolve client problems and deliver exceptional service. 
• Develop and execute strategies to drive client retention and satisfaction. 
• Apply complex critical thinking, creative out-of-the-box problem solving, and sound judgment to resolve client issues efficiently and effectively. 

Communication and Collaboration: 

• Act as the voice of the customer within the organization, advocating for client needs and feedback. 
• Gather and relay customer feedback to relevant teams to influence product development and service improvements. 
• Manage stakeholder expectations and ensure alignment with project goals. 

• 5+ years of experience in benefits consulting, pharmacy benefit management, or a related field, with a strong understanding of pharmacy benefit programs and industry practices. 
• Strong project management skills with the ability to handle multiple clients and projects simultaneously. 
• Customer-focused mindset with a commitment to delivering high-quality service. 
• Demonstrated ability to thrive in a high-volume, fast-paced, and evolving team environment. 
• Strong analytical and problem-solving abilities. 
• Experience a strong sense of ownership and are confident in meeting deadlines and maintaining communication. 
• Exceptional organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain attention to detail. 
• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients. 
• Excellent problem-solving and analytical skills. 
• Ability to manage multiple accounts and priorities simultaneously. 
• Proficiency in Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.). 
• Strong organizational skills with meticulous attention to detail and a genuine passion for serving clients and delivering an exceptional experience. 
• Bachelor's degree in business, Pharmacy, Healthcare Administration, or a related field preferred.