KPP/SR CLIENT SERVICES MANAGER

JOB DESCRIPTION

Perform overall management of relationships supporting Kroger Prescription Plan (KPP) clients and customers. Proactively develop strong partnerships with clients to maximize loyalty and to ensure compelling client testimonials and endorsements while making decisions based on conclusions guided by precedent and working within the limits of established policies. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

RESPONSIBILITIES

- Plan strategically and directs all account management team activities to ensure that client service is maintained at the highest level of quality, productivity, and integrity
- Work closely to support KPP operations team to facilitate service delivery, quality control, and issue resolution between the client and KPP
- Provide direct account management services to key clients serving as the chief liaison
- Provide strategic leadership to the client services team; training and development, performance evaluation and reviews, performance management, discipline, etc.
- Lead the client services team in order to enhance and build upon existing relationships resulting in client retention and add-on business as a key member of the PBM leadership team
- Apply industry knowledge to ensure customers have the best products for their needs
- Quickly solving and working with clients on resolutions to problems that may arise
- Keep up with current and possible future policies, practices, innovations, and trends in the organization and the marketplace
- Support development and implementation of department policies and procedures as needed; ensure associates understand and meet all requirements
- Monitor client satisfaction ratings
- Develop and communicate performance metrics; evaluate performance and provide direction, mentoring, coaching and necessary training to team
- Support development and implementation of department policies and procedures; ensure team understands and meet all requirements
- Supervise and coach direct reports in the performance of their duties; complete performance reviews and provide feedback to direct reports
- Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements
- Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies
- Perform other related duties as assigned
- Travel up to 25%
- Must be able to perform the essential job functions of this position with or without reasonable accommodation

QUALIFICATIONS

Minimum
- Bachelor's Degree business, healthcare or related discipline or equivalent work experience
- 5+ years of experience in direct account or client relationship management in the PBM industry
- Able to anticipate customer needs, build partnerships, build effective teams, excellent communication skills and presentation skills
- Involves others to accomplish individual and team goals, drives for results, sets clear expectations and milestones, reviews progress and acts decisively

Desired
- Master's Degree of Business Administration
- Nationally Certified Pharmacy Technician