Tech Team Account Manager - Key Accounts

📋 Description

• • Own the entire post-sale relationship for our largest, most strategic pharmacy customers—think multi-location independents, regional chains, and high-growth innovators—serving as their single point of accountability and their loudest internal advocate.
• • Translate complex pharmacy workflows, compliance mandates, and growth ambitions into a clear, multi-year success roadmap that aligns Liberty’s pharmacy management platform with each customer’s clinical, financial, and patient-experience goals.
• • Run quarterly business reviews (QBRs) that go far beyond usage stats: you’ll surface ROI stories, identify expansion opportunities, and co-create project plans that turn our software into a profit engine for the pharmacy.
• • Coordinate cross-functional squads—product, engineering, support, billing, and training—to ensure every promised feature, SLA, and training milestone is delivered on time and celebrated with the customer.
• • Become the customer’s trusted escalation path: when a prescription claim is failing at 2 a.m. or a DIR fee audit looms, you quarterback the fix and communicate transparently until the pharmacy owner can breathe again.
• • Monitor health scores, NPS, renewal dates, and contract utilization in Salesforce; you proactively flag risk 120 days before renewal and craft win-back strategies that protect and grow ARR.
• • Evangelize new modules (IVR, med sync, adherence packaging, DIR analytics) through tailored demos and ROI calculators, turning “nice-to-have” add-ons into “must-have” revenue drivers.
• • Capture voice-of-customer insights in Productboard; your field notes directly influence the roadmap for e-prescribing, real-time DIR dashboards, and OTC catalog enhancements.
• • Travel up to 25 % for on-site pharmacy visits, trade-show booths at NCPA, and regional buying-group meetings—remote-first culture means you choose when a face-to-face visit will create the biggest impact.
• • Mentor junior account managers and share playbooks in our monthly “Customer Wins” Slack channel, cultivating a culture where every pharmacy feels like part of the Liberty family.
• • Champion diversity of thought: our customers range from family-owned stores in rural Montana to tech-forward startups in Miami; you adapt your communication style and celebrate each pharmacy’s unique story.