About this role.
SmithRx is seeking an Associate Account Manager to support post-sale client success for pharmacy benefit management services. The role manages a smaller book of business while assisting Account Managers with reporting, implementation support, escalation research, and customer-success planning. Success depends on proactive client relationship management, accurate data work, retention-risk awareness, and effective coordination with internal and external stakeholders. Candidates need 1–3 years of relevant account management experience, ideally in healthcare benefits, pharmacy benefits, or commercial health insurance, along with strong executive-level communication skills.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Associate Account Manager role at SmithRx. My experience supporting client relationships, coordinating cross-functional issue resolution, and producing clear reporting aligns well with helping customers realize value from their pharmacy benefit services.
I bring a customer-first, detail-oriented approach to managing escalations, documenting deliverables, and maintaining trust with operational stakeholders. I am comfortable working independently in a fast-paced environment while partnering closely with internal teams to protect client satisfaction and retention.
SmithRx’s mission to improve the healthcare system strongly resonates with me, and I would welcome the opportunity to contribute to your Customer Success team. Thank you for your consideration.
Sample interview questions
I would begin by confirming the client’s concern, desired outcome, urgency, and any affected members or operational processes. I would gather supporting data, document the issue and owners, coordinate with the appropriate internal teams, provide regular status updates, and confirm with the client that the resolution met expectations before closing the escalation.
I use a structured tracker or CRM to document requests, deadlines, stakeholders, dependencies, and next steps. I prioritize items based on customer impact, attrition risk, contractual commitments, and urgency, then communicate tradeoffs early if timelines need to change.
I would tailor the report to the client’s goals and focus on accurate, actionable metrics rather than simply presenting raw data. Before sharing it, I would validate sources and calculations, explain key trends and exceptions, and recommend follow-up actions where appropriate.
I establish trust by listening carefully, following through on commitments, documenting expectations, and communicating proactively when risks arise. I also make sure to understand the client’s operational goals so that my recommendations and updates are relevant to their business.
I would acknowledge both perspectives, clarify the facts and shared goal, and keep the discussion focused on solutions and client impact. If needed, I would involve the right decision-makers, document agreed actions, and maintain respectful, transparent communication throughout the process.
Who We Are:
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.
We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:
- Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
- Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
- Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.
Job Summary:
The Customer Success Team is focused on helping SmithRx’s clients derive the full value of their PBM services. We build and manage effective relationships with our customers’ operational leadership, communicating the value of our services in the context of customers’ business goals. We identify risks to customer satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our customers.
As an Associate Account Manager (AAM), you will be responsible for an assigned book of business. supporting the account management team with daily activities that enable complete post-sale success and customer satisfaction. The Associate AM tackles day to day client and team needs, including escalation research, data reporting, and implementation support activities. Additionally, the Associate AM will carry smaller accounts to grow their knowledge and experience customer relationship management. Customer relationship engagement begins with involvement with our customers at implementation kick-off, development and maintenance of the customer success plan and orchestrating the involvement of additional SmithRx teams to ensure that the customer is achieving their stated business goals.
What you will do:
- Complete reporting and data requirements based on client and team needs
- Be accountable for customer satisfaction and retention of assigned client(s)
- Forge trusting relationships with client operational leadership
- Maintain a comprehensive understanding of business challenges faced by customers
- Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
- Prioritize issues and assess escalations that may lead to client attrition risk with the Account Managers to ensure a strong mitigation plan is in place
What you will bring to SmithRx:
- Requires 1-3 Years of direct account management experience in the healthcare benefits, pharmacy benefits, or commercial health insurance; working knowledge of commercial health insurance and/or pharmacy benefits strongly preferred
- A positive, growth mindset with the ability to stay calm under pressure while driving towards solutions
- An obsession with customer experience and customer satisfaction
- A passion for solving difficult problems together in collaboration with the broader team
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
- Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
- Ability to work independently as well as part of an extended, cross-functional team
- Self-driven, results-oriented and disciplined work ethic
- Ability to take initiative with little to no direction
- Be transparent and honest in a positive, professional and polite manner
- Conflict resolution skills
- Highly effective communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or member’s point of view
- Bachelor’s degree or equivalent experience required
What SmithRx Offers You:
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- 12 Paid Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities
Compensation & Benefits
- Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
- Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).
Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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