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Location: Columbus, OHJob Type: Full-time / Hybrid or remoteReports To: VP, Product StrategyRole description:The Director, Client Services is responsible for the strategic management of HDS’s Client Services organization. This role will directly manage several strategic accounts and be accountable for driving client retention and growth by maintaining executive and senior level relationships. They will be responsible for monitoring client health, ensuring HDS account managers deliver on all commitments, and strengthening alignment with client goals. In addition, they will lead and develop the client services team while serving as the primary customer escalation point of contact. The Director will act as a player-coach as we build a scalable, high-performing client services function. To start, they will have one Sr. Manager as a direct report.Key duties and responsibilities:- Serve as the lead account manager for several large strategic payer accounts and manage all aspects of the client relationship including status meetings, QBRs, and any ad hoc discussions- Become a subject matter expert on HDS pharmacy payment integrity solutions and be able to train new users how to utilize the system to understand and interpret results- Possess expert communication and critical thinking skills that allow the Director to succinctly present and solve problems with clients and HDS business partners- Provide leadership to the client services team and counsel HDS leaders to prioritize key customers and growth objectives that appropriately deliver on business goals- Responsible for managing and communicating all client retention and customer satisfaction metrics to executive leaders- Ability to interpret PBM contracts and analytical reports to recommend strategies for clients to minimize PBM errors, reduce costs, and implement industry best practices- Conceptualize, design, and communicate new reporting, insights, or process improvements requested by clients to the HDS product development team- Comfort working cross-functionally with IT, product, and analytics teams to deliver positive customer experiences- Be a brand ambassador, consistently building trust with customers through deep pharmacy benefit knowledge and professionalism and championing the client perspective Works closely with sales and other executive leaders to set clear client expectations and ensure smooth implementation and long-term success- Ability to travel up to 10-15% as needed for client engagements, industry events, and in-person HDS meetingsRequired skills and attributes:- Experience working with and managing relationships with large healthcare payers- Deep knowledge of the pharmacy benefit, PBM contracts, pharmacy pricing, formulary construction, and current managed care regulations- Highly developed project management and critical thinking skills- Comfort presenting in front of clients, including developing and delivering professional presentations in PowerPoint and Excel- Demonstrated ability to work with both speed and accuracy to meet deadlines- Highly effective listening and communication skills- Comfort interpreting pharmacy claims data and working with analysts/software engineers- Experience working with business teams to understand and define problems for analysis- Willingness and capability to learn new concepts and toolsRequired background:- Bachelor’s Degree from an accredited college or university; PharmD, RPh., or CPhT. is a significant plus- 7+ years’ experience in healthcare as an account executive working for or supporting health plans or pharmacy benefits consulting organizations- 5+ years of direct client-facing experience- 2+ years of experience managing direct reports- Comfort working in a fast-paced, high-growth environment