Client Manager

Job Description:

• Serve as the day-to-day contact for assigned client accounts and support the Client Executive and broader account team
• Build working relationships with HR teams, benefits administrators, consultants, and other client contacts
• Respond to client inquiries, route requests to internal teams, and follow through to resolution
• Maintain account records, client communications, and action items in Salesforce and other internal systems
• Support client meetings by preparing agendas, tracking action items, and coordinating follow-up
• Process eligibility updates, benefit changes, plan configuration requests, and routine account maintenance
• Coordinate with Operations, Eligibility, Billing, Clinical, and IT teams to execute client requests
• Support implementations, renewals, and benefit changes by tracking timelines and deliverables
• Validate information and escalate discrepancies or issues
• Monitor account performance metrics, pharmacy spend, and utilization trends; surface insights and optimization opportunities
• Prepare and contribute to quarterly business plans, financial performance summaries, and client-facing reporting packages
• Identify cost-savings opportunities and operational efficiencies; escalate upsell or growth opportunities
• Triage and resolve client issues while communicating status clearly to clients
• Escalate complex or high-impact issues to the Director, Client Management or Client Executive
• Participate in regular account team meetings to align on client priorities and action items
• Follow company policies, procedures, and compliance requirements
• Maintain accurate documentation of client requests, decisions, and completed work
• Identify opportunities to improve processes, client experience, and operational efficiency
• Participate in training and professional development activities

Requirements:

• Bachelor's degree in Business, Healthcare Administration, or a related field; equivalent professional experience will be considered
• 0-1 year of experience in account management, client success, or client-facing operations within a PBM, health plan, TPA, or managed-care environment
• Healthcare experience required
• Working knowledge of pharmacy benefit operations, including claims processing, formulary management, eligibility, network configurations, and benefit plan design
• Strong communication skills and ability to translate complex pharmacy benefit information into clear, actionable guidance for non-technical audiences
• Ability to manage multiple accounts and competing priorities with attention to detail and consistent follow-through
• Proficiency with CRM systems and standard business tools, including Microsoft Office and Teams
• Experience within a transparent, pass-through, or PBM-optimizer organization
• Familiarity with Salesforce or similar healthcare CRM platforms
• Experience supporting quarterly business reviews and client-facing financial reporting
• Prior experience working in a pod or team-based account model

Benefits:

• Competitive compensation, including health, dental, vision and other benefits
• Professional work environment for remote employees
• Training and professional development activities