Summary

The Account Manager, LTC Client Services serves as the primary relationship owner for a portfolio of long-term care pharmacy clients. This role is consultative, data-driven, and highly accountable, focused on driving client engagement, retention, contract performance, and growth across SPS Health offerings including GPO, PSAO, Formulary Management Services (FMS), and related affiliate solutions.

Account Managers operate as trusted advisors to their clients while partnering closely with the Director, LTC Client Services and cross-functional internal teams. Success in this role is measured by consistent client engagement, execution against contractual and operational expectations, revenue growth, and disciplined CRM and documentation practices—directly aligned to the Account Management incentive compensation program.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Client Relationship Ownership & Engagement
  1. Act as the primary point of contact for assigned LTC pharmacy accounts, maintaining a deep understanding of client goals, contract participation, operational needs, and growth opportunities.
  2. Conduct Quarterly Business Reviews (QBRs) for 100% of assigned clients, delivered virtually or on-site, clearly articulating value, performance, and optimization opportunities.
  3. Maintain regular client touchpoints beyond QBRs to ensure proactive issue identification, service quality, and relationship strength.
  4. Ensure all client and vendor interactions are accurately logged in Salesforce in accordance with required activity standards.
• Contract Performance, Growth & Retention
  1. Drive pharmaceutical contract linkage and eligibility performance, partnering with internal analytics teams to identify gaps and improvement opportunities.
  2. Support contract sales volume maintenance and growth, understanding performance drivers and proactively addressing risks to contract participation.
  3. Expand client participation in non-pharma GPO contracts, supplies, and services, including activation of new agreements.
  4. Identify and support cross-sell opportunities across SPS Health affiliates (e.g., PSAO, FMS, GPO, StatimRx, logistics), coordinating warm handoffs with Business Development and Sales partners.
  5. Own client retention outcomes, proactively managing renewal risk and escalating service concerns to leadership as appropriate.
• Operational Execution & Service Quality
  1. Partner with Client Operations, PSAO, and FMS teams to support onboarding, implementation, and service expansions.
  2. Ensure data feed continuity for assigned clients (PSAO and FMS), including timely setup for new clients and resolution of data gaps.
  3. Coordinate investigation and resolution of issues related to plan setup, claims processing, formulary management, and vendor performance.
  4. Monitor service quality indicators and contribute to a goal of zero service-related client losses.
• Vendor & Internal Collaboration
  1. Participate in and support vendor engagement activities, including meetings and calls with pharmaceutical, wholesaler, and non-pharma partners.
  2. Collaborate cross-functionally with Analytics, Marketing, Client Initiatives, Operations, and Sales to ensure consistent client experience and value delivery.
  3. Support lead generation efforts through client and vendor conversations, ensuring appropriate documentation and follow-up.
• Documentation, Reporting & Accountability
  1. Maintain accurate and timely Salesforce CRM documentation, including account assignments, touchpoints, business reviews, and opportunity tracking.
  2. Utilize internal tools (Salesforce, Monday.com, reporting dashboards) to track performance against defined KPIs tied to incentive compensation.
  3. Demonstrate strong organizational discipline and ownership of assigned portfolio performance.
• Performance Expectations (Aligned to Incentive Program)
  1. Account Managers are expected to consistently perform against the following dimensions:
     • Client Engagement: Completion and documentation of QBRs and required touchpoints for all assigned accounts.
     • Contract Performance: Strong pharma contract linkage, eligibility compliance, and sales volume maintenance.
     • Growth: Activation of new pharma and non-pharma contracts and successful cross-sell execution.
     • Retention & Service Quality: High client retention with minimal service-driven attrition.
     • Operational Discipline: Timely data feed setup and continuity, accurate CRM usage, and adherence to internal processes.

Qualifications

• Bachelor’s degree required or equivalent relevant experience.
• 3–5+ years of experience in account management, client services, or related roles within healthcare, pharmacy, PBM, or LTC environments.
• Strong understanding of LTC pharmacy operations, contract-based programs, and client-facing performance management.
• Proficiency with Salesforce or comparable CRM systems; comfort using data and reporting to support client conversations.
• Demonstrated ability to manage multiple client relationships, prioritize effectively, and operate with a high level of accountability.

Skills & Competencies

• Consultative client management and relationship-building
• Analytical thinking and performance-driven execution
• Clear, professional client communication (verbal and written)
• Cross-functional collaboration and influence
• Strong organization, follow-through, and attention to detail

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.)

While performing the duties of this job, the employee is frequently required to sit, talk, or hear; and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee would rarely need to lift to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

Hybrid role with 3 - 4 days office presence at our Denver, CO office and approximately 60% travel, including air and overnight stays, based on client and business needs. (May consider remote for Philadelphia and Baltimore area only.)

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all work inherent for the occupation.

EEO Statement: SPS Health, and all its affiliates, is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Company makes hiring decisions based solely on qualifications, merit, and business needs at the time. The Company also complies with the Colorado Healthy Families & Workplaces Act.