Key Facts

Remote From:

Anywhere

Category: Customer Engagement Manager

Full time

Expert & Leadership (>10 years)

English

Hard Skills

Computational Tools Account Management Project Management Customer Relationship Building Salesforce

Other Skills

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Leadership
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Organizational Skills
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Communication
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Self-Motivation
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Social Skills
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Time Management

Roles & Responsibilities

Bachelor’s Degree required
Minimum of 6 years of demonstrated proven progressive leadership experience in the PBM or healthcare related service industry
Customer-facing leadership and account relationship strategy experience
Demonstrated experience leveraging AI tools, CRM platforms, or digital workflow automation

Requirements:

Develop and manage talent, and assist in creating career-building development plans for staff
Strategize to increase client satisfaction and preserve loyalty and market share
Embed AI tools into daily workflows and establish AI-enhanced operating rhythms
Evaluate team’s performance against KPIs and ensure Client Engagement standards are followed

RxBenefits, Inc.

Pharmaceuticals

About RxBenefits, Inc.

Founded in 1995 and headquartered in Birmingham, AL with an office in Towson, MD, RxBenefits is the employee benefit industry’s first and only technology-enabled pharmacy benefits optimizer (PBO). Today, we employ more than 700 pharmacy pricing, data, and clinical experts to deliver prescription benefit savings to employee benefit consultants and their self-funded clients. RxBenefits exists to ensure EBC’s can offer mid-sized employers and their members an affordable pharmacy benefit solution combined with a Fortune 100 service experience. Our unique approach is enabled by our market-leading purchasing power, independent clinical solutions and high-touch superior service, allowing our clients to achieve their pharmacy program objectives. RxBenefits’ unwavering commitment to keeping pharmacy benefits affordable has created a better solution for the ever-changing market. RxBenefits provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

Company type: SME

Industry: Pharmaceuticals

Founded: 2018

Company size: 501 - 1000

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Job description

Responsible for leading a Manager of Account Management and a team of Strategic Account Executives with planning and direction, talent acquisition, and Employee Benefit Consultant (EBC)/client relationship development with the goal of improving account retention rates and achieving key performance indicator standards. The Director drives improvement in account retention rates, achieves KPI standards, and champions a tech-first, AI-augmented operating model that modernizes service delivery, automates workflows, and elevates the team's capacity to serve clients at scale.

This role requires approximately up to 50% travel for client or EBC-facing meetings.

Essential Job Responsibilities Include:

Develop and manage talent: Identify the skills and performance criteria necessary for success across a variety of roles and manage staff to meet and exceed these standards. In coordination with the VP of Client Engagement and HR, assist in creating career-building development plans for staff. Coach and mentor Strategic Account Executives and Manager of Account Management by observing and providing feedback in order to foster development and success of individuals.
Assists Vice President of Client Engagement in yearly strategic planning and execution of the plan. Strategize to develop ways to increase client satisfaction and preserve loyalty and market share.
Embedding AI tools into daily workflows — leveraging platforms such as CRM AI copilots, conversation intelligence (e.g., Gong, Chorus), and generative AI tools to reduce administrative burden and accelerate decision-making.
Establishing AI-enhanced operating rhythms — replacing manual reporting and status updates with automated dashboards, AI-generated meeting summaries, and real-time KPI visibility.
Continuously evaluating emerging AI capabilities to identify adoption opportunities that improve client outcomes, team efficiency, and competitive positioning.
Coaching and upskilling the Client Engagement team on effective, responsible use of AI tools in client-facing and internal workflows.
Coach and mentor Strategic Account Executives and the Manager of Account Management using conversation intelligence platforms (e.g., call recording/AI coaching tools) to provide objective, data-backed feedback at scale.
Leverage AI-powered market intelligence and CRM analytics to identify trends, client risk signals, and growth opportunities that inform strategic priorities.
Develop strategies to increase client satisfaction and preserve loyalty using predictive retention modeling to proactively identify and address at-risk accounts.
Ensure Client Engagement standards, methods, and procedures are followed, with a focus on digitizing and automating repeatable workflows to reduce manual effort and human error.
Identify operational efficiency opportunities and provide business requirements, with a focus on automation feasibility and AI augmentation potential when evaluating proposed solutions.
Build Employer Benefit Consultant (EBC) relationships and maintain proactive outreach to identify changing needs and competitor strategies.
Partner with Business Development to build EBC relationships. This includes participating in expectations sessions with the EBC and attending finalist meetings as appropriate.
Evaluates team’s performance against KPI’s and intervenes with management direction to assist account management team meet and exceed goals.
Conduct meetings with account teams and EBC firms to discuss BOB utilization, market updates, obstacles and dynamics.
Attend reviews with Strategic Account Executive for development opportunities, at risk clients and new business.
Ensure that the Client Engagement department standards, methods, and process and procedures for client service are followed through working with the Manager(s) of Account Management. This includes the delivery of client marketing and messaging programs to meet revenue objectives, budgets, ROI, and client service satisfaction.
Directs Manager(s) of Account Management activities and coaches them on handling issues that require escalation.
Operational Ease: Participates in new product/service development teams with other functional team leaders to optimize the launch and other revenue driving processes increasing speed to market and ease of using our platform for the teams and our clients.
All other assigned duties.

Required Skills / Experience:

Bachelor’s Degree required
Minimum of 6 years of demonstrated proven progressive leadership experience in the PBM or healthcare related service industry; Customer-facing leadership and account relationship strategy experience
Demonstrated experience leveraging AI tools, CRM platforms, or digital workflow automation to improve team performance and operational efficiency
Capable of interfacing well at all levels within a large organization and client base
Project management, planning, and organizational skills
Excellent verbal and written communication skills
Excellent organization, motivation, leadership and interpersonal skills
High energy, with a strong ‘can do’ attitude
Thrives in a dynamic, fast paced environment with many simultaneous projects

Preferred Skills/Experience:

Master’s Degree preferred
Minimum of 10 years of work experience preferred
experience with tools such as Salesforce (Einstein/AI features), Gong, Chorus, Microsoft Copilot, or comparable platforms strongly preferred