Senior Director, Account Management

From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.

Job Title: Senior Director, Account Management

Reports to: Chief Customer Officer

POSITION SUMMARY:

The Senior Director of Account Management will play a critical role in the Customer Success department. Specifically, the Sr. Director, Account Management will motivate, inspire, and create new opportunities for expansion within their assigned book of business across the US. This hands-on, “roll-up-your-sleeves” position requires a high-energy, well-rounded operational and tech savvy leader who can contribute to scaling a Customer Success team while effectively deepening relationships and pursuing new opportunities within assigned customers.  

PRIMARY DUTIES AND RESPONSIBILITIES:

• Excellent communicator — can motivate, support and lead staff; Excellent interpersonal, public presentation, written and communication skills.
• Can manage multi-million-dollar, relatively complex pharmaceutical customers.
• Specific understanding of pharmaceutical commercialization departments focused on Patient Services, Brand Marketing and Market Access.
• Client Relationship Development within the commercial departments of biopharma
• Fluent in agile development process and product lifecycle management
• Understand competitive market conditions and forecast trends.
• Research and understand client needs, product offerings, competitive threats and most significant issues and challenges.
• Understand how to position a platform model to biopharma customers.
• Negotiate Statements of Work and Contract Renewals
• Deliver presentations to key stakeholders.
• Rigorous follow-up with key stakeholders to determine status of business and communicate status updates internally
• Identify revenue opportunities within the framework of the organization-wide strategy.
• Acts as a resource and mentor to other members of the Customer Success team.
• Leads or plays key contributor role in focused Customer Success and cross-functional initiatives
• Travel required for client visits, industry conferences and product training.
• Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
• Performs other related duties as assigned.

Education and Experience:

• BS/BA in business, healthcare, computer science or equivalent
• Knowledge and experience in sales of healthcare enterprise software, patient services, brand agency or other related areas.
• Documented track record of managing complex technology and service programs.
• Documented record of meeting and exceeding multi-million-dollar execution/success targets.
• 10-15 years of experience in sales/account management of healthcare enterprise software
• College degree required; Master’s degree preferred or equivalent work experience.

Minimum Skills and requirements

• 10-15 years’ experience in a Specialty Pharmacy, Pharmaceutical or HUB Services
•  Ability to communicate effectively through verbal, written and presentation skills.
• Must have demonstrated leadership and organization skills.
• Ability to drive strategic partnerships by relating to client needs and producing creative and innovative solutions.
• Must be able to work as an effective leader and collaborative team member.
• Must have knowledge of current best practices in all aspects of strategic corporate and integrated operations.

Physical Requirements:

• Ability to remain seated in a stationary position for prolonged periods.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required.
• Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices)
• Overnight business travel required.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Schedule

• Must be flexible on schedule and hours
• Significant travel may be required.

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.

At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.

CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.

• Relationship Building & Management: develops trusted relationships with   clients at multiple levels (including senior execs) including areas outside of CareMetx' immediate influence; anticipates client needs and manages expectations.
• Client Alignment, Retention & Satisfaction: understand's client's objectives goals and outcomes, translates into our services and tracks progress. Proactively engages to improve client   satisfaction (NPS); identifies churn risks and drives retention efforts, seeks references from customers. Delivers timely and valuable QBRs.     
•  Service & Value Proposition Articulation Effectively: pitches CareMetx’s services and value proposition; tailors messaging to   client needs; demonstrates confidence in delivery across meetings, proposals, and presentations; contributes to solution adoption and client trust.
•  Problem Solving & Critical Thinking: analyzes client and internal challenges, offers timely solutions or escalation; drives resolution proactively.
• Professional Presentation Skills: consistently delivers clear, confident, and client-appropriate presentations; engages stakeholders effectively.
• Communication Clarity & Influence: crafts clear, concise messages (written and verbal); tailors communication style to audience and influences   decisions. Adjust messaging to appropriate audience level.   
• Time Management & Organization: manages multiple clients/projects; meets deadlines consistently; prioritizes tasks based on impact and urgency.
• Adaptability & Learning Agility: quickly adapts to client and market changes; learns industry trends; seeks feedback and incorporates lessons to improve performance.
• Technical Skills: proficient in PowerPoint and Excel; prepares client-ready materials and basic data analysis with minimal errors.
• Financial Acumen: understands   basic financial concepts related to client accounts; explains impact of service delivery on client’s business outcomes.  
• Initiative & Ownership: demonstrates accountability; drives initiatives without waiting for direction; follows through on commitments.   
• Contract & Scope Management: tracks and manages contract terms, scopes of work, and renewals with accuracy; escalates issues timely.
• Monitor/escalate Program SLAs: tracks SLA breaches and escalates with data and urgency. 
• Customer Intake (CR/Ticketing): process entry & coordination; intake documentation complete, scope well defined and aligned internally; status updated within 2 business days.   
• Timely Submission of leadership-assigned action items: complete and submit all leadership-assigned action items by the agreed deadline.