Associate Director, Client Services - Account Executive

Location: Hybrid (Local to NYC, CLT or Denver) 

Position Overview: 

The Associate Director, Client Services - Account Executive is responsible for managing the planning, execution, issue resolution and day to day account executive functions of an assigned high profile but limited client portfolio and team to ensure ongoing client satisfaction in the Pharmacy Benefit Management (PBM) market segment including Employer Groups, Public Entities, and Labor/Union. 

Additionally, this position will lead and collaborate with internal Judi Health teams/departments on the development of standard operating procedures and best practices in support of Account Executives and PBM Services Account Management needs to operate efficiently and at scale in accordance with the policies and practices of Judi Health. 

This position manages Account Executives and may include other designated members of the PBM Account Management Team (i.e. Subject Matter Specialist, PBM Services). This position reports to Director or Senior Director-level supervisors in the PBM vertical. 

Position Responsibilities: 

• Supervise and support a team of account executives to ensure client satisfaction, retention, and performance. 

• Support clients in a leadership capacity, focusing on escalation management and relationship development. 

• Manage high profile but limited client book. 

• Conduct regular team meetings to align goals, share updates, and address challenges. 

• Mentor and develop team members to enhance their skills and knowledge in PBM services, including but not limited to overall pharmacy strategy, financial performance, contract management, etc. 

• Handle escalations and provide strategic guidance to resolve client issues efficiently. 

• Serve as the point of contact for key clients, fostering strong, long-term relationships. 

• Lead team in the form of account executives to ensure proactive and effective communication with clients. 

• Support implementation teams with client onboarding, ensuring a smooth transition and clear understanding of PBM services. 

• Proactively address client concerns, ensuring quick and effective resolution of issues. 

• Act as a liaison between clients and internal teams to manage escalations and resolve conflicts. 

• Stay updated on industry trends and regulations, sharing knowledge with the team. 

• Implement process enhancements to optimize service delivery and efficiency. 

• Help build and develop job aids, policies and procedures, and standard operating procedures for the client account management team. 

• Support creation and provide guidance on client-ready content for quarterly business reviews, strategic reviews, renewals, finalist presentations, and other client needs. 

• Support broader account management and sales leadership support strategic client planning, reviews, renewals, finalist presentations, and key client discussions. 

• Responsible for adherence to the Judi Health Code of Conduct, including reporting of noncompliance. 

Required Qualifications: 

• Undergraduate bachelor’s degree, with record of strong academic performance 

• 5+ years of proven experience in PBM / health plan, benefits consulting, healthcare industry 

• Track record of building trusting internal and external relationships 

• Track record of leading cross-functional initiatives, driving high performance, meeting deadlines, and executing on deliverables 

• Experience working with structured and unstructured data 

• Proficient in Microsoft Office, particularly Excel 

• Experience working with data analytical platforms such as Tableau, PowerBI, Qlik-Sense a plus 

• Ability to balance multiple complex projects simultaneously 

• Exceptional written and verbal communication skills 

• Extremely flexible, highly organized, and able to shift priorities easily 

• Attention to detail & commitment to delivering high quality work product 

• Ability to travel, not to exceed 25% 

Preferred Qualifications: 

• 3+ years of people management experience