Account Manager II

About the role

Summary

The Account Manager II is responsible for strategic oversight, service excellence, and growth of assigned client accounts. This role manages more complex or high-value accounts and operates with greater autonomy. The Account Manager II provides consultative guidance, leads business reviews, supports revenue growth initiatives, and plays a key role in retention strategy. This position partners closely with Sales, Underwriting, Operations, and executive stakeholders to align client strategy with corporate objectives.

Essential Duties & Responsibilities

Client Relationship & Strategic Oversight

· Serve as primary relationship manager for mid-to-large, complex, or high-revenue accounts.

· Build strong consultative partnerships with executive-level client stakeholders.

· Lead client meetings, business reviews, and strategic planning sessions.

· Proactively identify risks and develop retention strategies.

· Drive SaaS platform adoption, utilization, and client engagement to maximize value realization and long-term retention.

· Provides day-to-day support to clients regarding eligibility, claims issues, benefit questions, plan design inquiries, and member concerns.

Account Management & Implementation Leadership

· Partner with Product, Technology, and Customer Success teams to support SaaS onboarding, configuration, integrations, and feature releases.

· Lead complex implementations, plan redesigns, and benefit strategy discussions.

· Oversee contract compliance and renewal strategy execution.

· Act as escalation point for high-priority service issues and lead root-cause analysis.

· Ensure alignment between client expectations and operational delivery.

Strategic Growth & Revenue Responsibility

· Identify, develop, and help close upsell and cross-sell opportunities.

· Support RFP responses and renewal negotiations.

· Analyze utilization, financial performance, and service trends to provide strategic recommendations.

· Educate clients on industry trends, pricing components, regulatory changes, and value-added programs.

Reporting & Continuous Improvement

· Interpret complex data and provide actionable recommendations.

· Identify process improvements that enhance client experience and operational efficiency.

· Maintains working knowledge of PBM operations, pricing components, claims processing, and regulatory requirements.

· Maintain working knowledge of SaaS delivery models, subscription billing structures, and system integrations.

· Mentor junior team members as appropriate.

Education and Experience

· Bachelor’s degree preferred; equivalent experience considered.

· 4–7+ years of experience in account management, healthcare, or PBM environment required.

· Strong working knowledge of PBM operations, pricing models, claims processing, and regulatory requirements preferred.

· Demonstrated success managing complex accounts and driving client retention and growth.

· Advanced communication, analytical, and strategic planning skills.