Job description

JOB SUMMARY:

The Director of Account Management will lead the strategic transformation of PrimeRx MARKET’s customer engagement and retention efforts. This role is responsible for overseeing a team of Account Managers, implementing a structured and scalable account management framework, and ensuring pharmacies achieve maximum savings and success on the MARKET platform. The Director will focus on onboarding new customers efficiently, driving retention through consultative engagement, and delivering data-driven insights to improve customer lifetime value (LTV) and reduce customer acquisition costs (CAC).

The ideal candidate has a deep understanding of retail pharmacy workflows, strong leadership skills, and a track record of driving customer success in a healthcare or B2B environment.

KEY RESPONSIBLITIES: Responsibilities included but are not Limited to:

Leadership and Team Development:

Build and lead a high-performing team of Account Managers with deep pharmacy expertise.

Foster a culture of accountability, collaboration, and customer-centricity within the account management team.

Develop and execute a training program to ensure the team understands pharmacy workflows, MARKET value propositions, and best practices for customer engagement.

Customer Onboarding and Engagement:

Design and implement a structured onboarding framework to quickly activate new customers and drive their initial purchases.

Use personalized savings reports and data insights to demonstrate MARKET’s value during onboarding and beyond.

Establish success metrics to identify when customers are fully onboard and ready to transition to less frequent engagement.

Retention and Re-Engagement Strategies:

Implement a system for quarterly check-ins with active customers to provide updates, highlight new savings opportunities, and drive additional purchases.

Develop tailored strategies to re-engage dormant accounts, focusing on missed savings opportunities and new features.

Data-Driven Decision-Making:

Utilize LTV and CAC insights to prioritize account management efforts and ensure resources are allocated effectively.

Partner with analytics teams to track and improve customer retention and satisfaction metrics.

Strategic Collaboration:

Collaborate with the sales, marketing, and supplier relations teams to ensure seamless customer experiences and alignment on growth objectives.

Represent MARKET at industry events to build relationships with key customers and stakeholders.

JOB COMPETENCIES

Strong leadership and team management skills, with experience in coaching and developing talent.

Proven ability to drive customer engagement and retention in a B2B or healthcare setting.

Analytical mindset with experience using data to inform strategic decisions.

Deep understanding of retail pharmacy workflows and purchasing processes.

Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.

QUALIFICATIONS

Pharmacy experience strongly preferred. Registered pharmacy technician (RPhT) certification and three years of pharmacy technician experience is a plus.

Bachelor’s degree in business administration, healthcare management, or a related field (required).

Minimum 5 years of experience in account management or customer success, with at least 2 years in a leadership role (required).

Proficiency with CRM platforms and data analysis tools (required).

Ability to travel up to 25%.

WORKING CONDITIONS

This is a remote role requiring a home office setup and occasional travel for customer engagement and industry events.

About PrimeRx

PrimeRx, developed by Micro Merchant Systems, is the premier pharmacy management software solution for pharmacies of every size. PrimeRx is an award-winning, all-encompassing solution that automates core functions, streamlines workflows, and empowers pharmacies to provide exceptional patient care. With its intuitive, adaptable interface, pharmacies can customize their experience, placing patients at the forefront. PrimeRx is trusted by thousands of pharmacies nationwide and was recently acknowledged for innovation by the American Business Awards. PrimeRx is the catalyst for transforming your pharmacy and enhancing patient care.

Explore its potential at primerx.io

Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and work eligibility and complete employment eligibility verification.

We do not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equal-opportunity employer.

We eagerly seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

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