The Associate Account Manager in Customer Services is responsible for supporting the Account Management team with the daily account activity and operational needs of the Active Pharmacy book of business to ensure program implementations, participant materials, report requests, and general inquiries for clients are handled in a professional and timely manner. The Associate Account Manager reports directly to the Senior Account Manager.
The primary focus for the position is providing advanced service support within the Account Management team with executing client-specific operational deliverables, monitoring service trends, providing proactive service-related consultation, and owning issue resolution. The Associate Account Manager is the day-to-day contact for the client and is accountable for operational deliverables as assigned. The primary measure of the Associate Account Manager’s performance is by way of client onboarding, client satisfaction and client retention results. The position assists in reviewing quality control of account activity and operations, tracking operational performance guarantees and maintaining documentation for client review. As ambassador of member experience, the Associate Account Manager will provide support to any member experience initiatives as requested by the Director of Customer Services.
Assist the Account Management team by providing client-facing support. Maintain ownership for assigned service/operational deliverables and ensure operational excellence and set-up quality.
Build and maintain trusting and open relationships with the clients.
Coordinate deliverables with internal operational departments to ensure client satisfaction and loyalty.
Assist with proactively monitoring and identifying service trends to allow for immediate resolution of any service issues.
Collaborate and take immediate action to resolve operational/service-related issues; escalate issues when appropriate and drive recovery efforts.
Prepare standard scheduled reports, ad hoc reports, and analyses to meet specialized reporting needs of the client.
Perform verification of analyses that are prepared by internal partners, and understand these analyses in detail.
Serve as the voice of the client within Express Scripts Canada to drive continuous service improvement and provide support on member experience initiatives.
Provide support to Senior Account Manager on various strategic initiatives, communications and promotion of Express Scripts Canada’s products to the marketplace.
Facilitate and attend various internal and external meetings with Senior Account Manager.
Bachelor’s degree or College Diploma in relevant discipline or equivalent work experience
Minimum 2 years’ relevant experience in a business to business service relationship
Excellent verbal and written communication and presentation skills
Proficient PC skills, namely with applications such as Microsoft Office PowerPoint, Word, Excel, Outlook
Demonstrated strong analytical, problem solving and critical thinking skills
Excellent Customer Service capabilities with a strong focus on client satisfaction and client retention for the Active Pharmacy book of business
Ability to multitask and prioritize based on urgency
Established organizational skills with attention to detail