Senior Account Manager, PBM

As a Senior Account Manager, PBM at Lark Health, you will be the primary liaison for our clients, managing day-to-day relationships and ensuring their needs are met. Your role includes conducting regular check-ins, delivering core services, analyzing data to derive insights, and addressing client inquiries promptly. You'll also collaborate across teams to ensure seamless execution of services, which is essential for maintaining client satisfaction and retention.

To excel as a Senior Account Manager at Lark Health, candidates should possess strong communication and interpersonal skills to effectively convey technical concepts to healthcare clients. A background in the health-tech industry, particularly with Health Plans or PBMs, is highly desirable. Additionally, experience in B2B Account Management, analytical prowess, and proficiency with tools like Google Suite and Tableau will be beneficial in performing the required duties efficiently.

In the role of Senior Account Manager at Lark Health, you'll work primarily with large Health Plans, Pharmacy Benefit Managers (PBMs), and Employers. This means you'll be interacting with key stakeholders within these organizations, understanding their unique challenges, and ensuring the delivery of tailored solutions that fit their needs and enhance their operational effectiveness.

Lark Health operates as a fully remote organization, giving our employees the freedom to work from any location within the United States. This flexibility allows Senior Account Managers to maintain a work-life balance while being part of a dynamic, mission-driven team that focuses on innovative health-care solutions.

Lark Health values career development, and as a Senior Account Manager, you will have the opportunity to grow within the company. You can expand your skill set through cross-functional collaboration, take on more complex client accounts, and even transition into higher management roles within the account management or client success areas as you demonstrate your abilities and impact within the organization.

When discussing your experience, focus on specific accounts you managed, the strategies you used to nurture client relationships, and any measurable results you achieved. Discuss the challenges you faced in the health-tech sector and how you creatively solved them to enhance client satisfaction.

Share your approach to prioritization by outlining how you assess tasks based on urgency and impact. You might mention using tools like task lists or project management software to keep track of deadlines while ensuring that client needs are met promptly.

Discuss specific methods you use to gather client feedback, analyze satisfaction metrics, and the proactive measures you take to enhance the overall client experience. Highlight any successful campaigns or initiatives you led that resulted in increased client retention.

Explain your experience with data analysis and how you leverage quantitative insights to inform your strategies. Discuss the types of metrics you monitor regularly and how you use those findings to recommend changes or improvements to clients.

Frame your answer using the STAR method (Situation, Task, Action, Result). Describe a challenging scenario, the actions you undertook to resolve it, and the positive outcomes that resulted from your efforts, emphasizing your communication skills and problem-solving abilities.

Outline your approach to relationship building, focusing on your commitment to regular communication, understanding client needs, and delivering consistent value. Mention the importance of establishing trust and being proactive in addressing potential challenges for a long-lasting partnership.

Talk about your method for tracking contract terms and deliverables, including how you work with internal teams to meet expectations. Highlight any tools or strategies you use to manage alerts for key dates and maintain high-quality service levels.

Discuss your commitment to continuous learning through industry publications, networking with professionals, attending seminars, or participating in relevant online forums. Emphasize your initiative to stay current to better serve your clients and anticipate future challenges.

Elaborate on how collaboration with cross-functional teams, such as sales, operations, and technical support, is vital to success in account management. Share examples of how a team-oriented approach has led to successful project outcomes or client satisfaction.

Mention tools such as Google Suite for collaboration, Jira for task management, and Tableau for data visualization. Explain how using these technologies streamlines your work processes and helps in communicating effectively with both clients and internal teams.