Director Account Management

Job description

PDMI is looking to add a Director, Account Management to our team! This position will be responsible for leading the transformation and maturation of PDMI’s Account Management function, evolving it into a proactive, strategic, insight-driven client partnership model. By redefining role expectations, engagement standards, operating processes, and accountability frameworks for the Account Management team, this role will drive client retention, satisfaction, and growth to support scalable growth and improved client outcomes. Since 1984, PDMI has provided pharmacy data processing and other flexible, scalable solutions to help our clients meet their business objectives. We offer transparent, pass-through pharmacy processing and other services for private label Pharmacy Benefit Managers (PBMs), vertically integrated health plans and hospital systems. In addition to Pharmacy Benefit Administrative Services, we offer 340B Administration, Hospice and Long-Term Care Services. Why Join Us: Best Employer: PDMI was voted Best Employer in Ohio for the 5th consecutive year in 2025! Meaningful Work: Contribute to improving healthcare quality and efficiency. Collaborative Environment: Work with passionate professionals who share your drive. Exciting Challenges: Every day brings new opportunities to excel. Flexible Work: Fully remote opportunity with a company that cares. Key Responsibilities: Develop and implement a scalable Account Management operating model, including role structure, account segmentation, career tiering, governance processes, and measurable performance expectations. Ensure Account Managers develop a deep understanding of client business needs, operational priorities, growth objectives, and market challenges to position PDMI as a strategic business partner. Drive the evolution of client engagement from transactional reporting and raw data delivery toward insight-driven consultative partnership that demonstrates measurable business value and strategic impact. Ensure Account Managers understand and effectively coordinate PDMI’s operational, technical, product, implementation, support, and service functions to deliver a unified and consistent client experience. Establish a culture of ownership, accountability, strategic thinking, and proactive client leadership by implementing clear expectations, measurable standards, coaching frameworks, and consistent performance management practices. Drive executive-level client engagement strategies that strengthen long-term partnerships and align PDMI solutions to evolving client business objectives. Establish and standardize processes for managing client relationships, including contracts, quarterly business reviews, renewals, service agreements, and overall account governance to ensure consistency and reduce churn. Partner with the Director of Enterprise Client Engagement to ensure Account Managers have necessary support for escalated or recurring client issues, ensuring timely resolution and alignment across internal teams. Advocate for clients internally and collaborate cross-functionally with Product, IT and Operations to improve delivery, enhance client experience, and align on priorities. Leverage data and insights to monitor account health, anticipate risks, inform decision-making, and provide regular reporting to leadership on performance and opportunities. Ensure alignment across internal teams by communicating client objectives, priorities, and opportunities to support growth and improve overall client outcomes. Maintain strong knowledge of PDMI products, services, and enhancements to effectively support clients and guide the team. Work & Education Experience Requirements: Bachelor’s degree in business, communications, healthcare administration, or a related field required. Advanced degree (e.g., MBA, MHA, or similar) preferred. 8+ years in account management or customer success (healthcare IT or technical environment preferred). 5+ years leading and developing client-facing teams required. Experience driving retention, growth, and managing client lifecycle processes required. AI Usage & Candidate Authenticity: AI tools may be used for resume formatting or drafting application materials; however, submitting content that misrepresents your experience, including copied job descriptions or unverifiable work history, is not acceptable. Candidates must be prepared to clearly and confidently speak to all experience listed. PDMI may request work samples, portfolio links, or other forms of validation during the process. Use of AI tools during interviews or assessments, unless explicitly permitted, will result in disqualification. All offers are contingent upon successful completion of a pre-employment background check, including employment and education verification, as well as a 4-panel drug screen.