Director of Pharmacy Account Management

Job description

The Mission The Director of Pharmacy Account Management is a strategic leadership role responsible for driving customer success, revenue growth, account retention, and operational excellence across VPL's pharmacy customer portfolio. This individual will inherit a team with a strong foundation and be expected to elevate it — building a culture of accountability, continuous improvement, and exceptional customer experience. The right candidate is a self-starter who operates with urgency, owns outcomes end-to-end, and builds trust fast — with customers and internal partners alike. They bring genuine pharmacy domain expertise, the technical fluency to engage meaningfully with Product and Engineering teams, and the leadership instincts to develop account managers into high performers. Key Responsibilities Lead, coach, and develop a team of Pharmacy Account Managers — closing performance gaps, building on existing process foundations, and driving ongoing education and enablement. Own KPIs across customer retention, satisfaction, account expansion, and revenue growth — and be fully accountable for hitting them. Develop, track, and report on key performance indicators (KPIs) related to customer satisfaction, retention, account expansion, and revenue growth. Serve as an escalation point for key customer relationships, including executive and C-suite interactions. Manage internal and external escalations, collaborating with senior leadership and C-suite executives to drive successful resolutions. Build and execute a roadmap for process improvements, tooling, and team scalability. Create and execute a roadmap for implementing processes, technologies, and tools that improve efficiency, reduce execution risk, and enable team scalability. Partner cross-functionally with Product, Engineering, Support, Implementation, and Finance to advocate for customers and drive resolution. Develop a deep understanding of customer pharmacy workflows, systems, and integration environments — well enough to spot problems before they escalate. Anticipate risks, identify expansion opportunities, and act on both proactively. Analyze customer performance, financial data, and market trends to inform business decisions and growth strategies. Contribute directly to company growth strategy as a senior member of the commercial leadership team. Required Qualifications Bachelor's degree in Business, Healthcare Administration, Pharmacy, or a related field; equivalent experience may be considered. 8–12+ years of progressive experience in account management, customer success, or commercial leadership — with direct pharmacy industry exposure (hospital/IDN, specialty, retail, PBM, or similar). Demonstrated success leading, coaching, and developing high-performing account management or customer success teams. Comfort working alongside technical teams — working knowledge of pharmacy management systems, software integrations, APIs, data workflows, and security considerations. Proven track record of customer retention, account expansion, and building lasting executive-level relationships within healthcare organizations. Experience in or alongside cross-functional roles (product, implementation, operations, finance) — not just a career account management background. Prior professional experience calling on and working directly with hospital, health system, or pharmacy operations leadership. Strong analytical skills with the ability to interpret financial data, identify trends, and develop actionable growth strategies. Excellent written, verbal, presentation, negotiation, and problem-solving skills. Ability to influence cross-functional stakeholders in complex, matrixed environments. Self-directed with a high ownership mentality — doesn't wait to be told, runs until tackled. Nice to Have Experience in a scaling SaaS or tech-enabled healthcare company. Familiarity with pharmacy automation, EHR/ERP integrations, or supply chain-adjacent workflows. Experience implementing technologies and tools that improve team productivity and scalability. Benefits & Perks Time Off: Unlimited Time Off (UTO) policy for full-time employees. Holidays: 10 company-paid holidays and 3 floating holidays each full calendar year. Free in-office snacks and drinks. Health Coverage: Medical, prescription drug, dental, and vision plans with multiple options to fit individual and family needs. Wellness Support: Medical plan–aligned wellness programs, plus a $500 annual Wellness Reimbursement to support your overall health. Employee Assistance Program (EAP): Confidential support and resources for mental health, financial guidance, and life challenges. Retirement Savings: 401(k) plan with a 50% employer match up to 6%, fully vested on day one. Life Insurance: Company-paid life insurance is provided, with optional voluntary coverage available for employees and eligible dependents. Additional Voluntary Benefits: Short- and long-term disability, accident, hospital indemnity, critical illness, legal insurance, identity theft, and pet insurance. Family Support: Paid Parental Leave program.