Director of Account Management & Client Servi

About PharmaForce

PharmaForce is a leading provider of innovative pharmacy solutions, specializing in 340B Third Party Administration (TPA) and Pharmacy Benefit Management (PBM) services. We leverage cutting-edge technology and industry expertise to help healthcare providers, payers, and patients navigate the complex landscape of pharmacy management. Our mission is to enhance patient care and access to medications by optimizing pharmacy programs across the spectrum. At PharmaForce, we foster a culture of innovation and collaboration, continuously striving to develop solutions that make healthcare more accessible and affordable for all.

Position Overview

The Director of Account Management & Client Services leads PharmaForce's U.S.-based Account Management team and owns the client experience for PharmaForce's covered entity accounts, from post-implementation onboarding through renewal. This leader is accountable for account manager performance and development, retention of at-risk accounts, escalation management, and the consistency and quality of client communications across the portfolio. The Director of Account Management & Client Services reports to the Chief Operating Officer and works in close partnership with Implementation Services, Technical Operations, and executive leadership to resolve issues that affect client trust and program performance.

Key Responsibilities

Portfolio & Account Health

• Own portfolio-level account health across assigned covered entity accounts, monitoring retention risk, client satisfaction, and program performance indicators such as 340B capture rate and total booking value (TBV) trends.

• Proactively identify at-risk accounts and intervene ahead of escalation, coordinating with account managers and internal stakeholders on remediation plans.

• Track implementation backlog aging and other cross-functional metrics that affect the client experience, escalating systemic issues to Implementation Services and Technical Operations leadership.

Escalation Management & Client Advocacy

• Serve as the senior escalation point for at-risk or dissatisfied accounts, leading direct, accountability-forward communication with clients on sensitive matters such as billing disputes, reimbursement obligations, or service failures.

• Partner with Implementation Services and Technical Operations to resolve cross-functional issues affecting client outcomes, ensuring smooth handoffs from implementation to steady-state account management.

• Represent the voice of the client in internal planning discussions, including product roadmap input for CP1/CP2, SB2/SB3, RxSavings Cards, Case Management, ClaimsConnect, and Referrals+.

Team Leadership & Development

• Lead, coach, and develop the U.S. Account Management team, setting clear performance expectations and building a bench of account managers capable of handling complex, high-value covered entity relationships.

• Track account manager turnover, ticket responsiveness, and training gaps, and build corrective plans in response to client feedback, including third-party performance benchmarks such as KLAS.

• Build and maintain onboarding and continuing-education programs for account managers to close recurring training and knowledge gaps.

Process & Communication Standards

• Establish and enforce consistent standards for client-facing communication, quarterly business reviews, and account documentation across the team.

• Drive continuous improvement of Account Management processes, tooling, and reporting cadence in partnership with Operational Excellence.

Cross-Functional Partnership & Growth Support

• Support renewal and expansion motions in partnership with Sales and executive leadership, and lead or contribute to executive-level escalation communications when needed.

• Partner with Product, Sales, and Operational Excellence to ensure the client perspective informs broader company strategy and prioritization.

Requirements

• 7+ years of experience in account management, client success, or client-facing operations, including at least 2–3 years in a people-leadership role.

• Demonstrated experience managing escalations and retention for at-risk enterprise or healthcare accounts.

• Strong track record of building team performance standards, coaching frameworks, and measurable improvement in client satisfaction metrics.

• Excellent written and verbal communication skills, with the ability to calibrate tone for executive, client, and internal audiences.

• Comfort operating in a remote, distributed team environment across U.S. and international (India-based) colleagues.

Preferred Qualifications

• Experience in the 340B drug pricing program, pharmacy benefit management, healthcare revenue cycle, or a related healthcare compliance/SaaS domain.

• Familiarity with contract pharmacy and split billing models, claims adjudication concepts, or safety-net provider operations.

• Experience working within a private-equity-backed, growth-stage SaaS organization.

Success Metrics — First 12 Months

In the first 12 months, performance will be evaluated on the following outcomes:

• Account manager turnover and ramp time for new hires trend down, supported by a documented training and coaching program.

• A clear, repeatable escalation process is in place, with reduced time-to-resolution on at-risk accounts.

• Client satisfaction and retention metrics, including relevant third-party benchmarks, show measurable improvement.

• Consistent, high-quality client communication standards are adopted across the Account Management team.

What We Offer

At PharmaForce, we value our employees and offer a comprehensive package to support your career growth and well-being:

• Competitive pay

• Health, dental, vision, and life insurance

• 401(k)

• Paid time off