• Serves as day-to-day contact for customers - supports customer-level questions and requests on enrollment, claims questions, escalated issues • Identifies constituent-specific service issues, identifies solutions and may lead resolution • Provides constituents with Aetna policy, plan design and benefit changes and network updates including analysis of impact • Collaborates with account management team to achieve growth/renewal objectives; may assist in preparation and delivery of renewal packages • May support plan administration activities • Creates collaborative partnerships with sales to develop a comprehensive growth strategy for assigned book of business

• Build relationships with key Vendor contacts & consult proactively with Vendors in the SMB/Mid-Market space on how to achieve the best possible results with TKWW products and services, including but not limited to storefront content, lead response structure & cadence, walking vendors through data/analytics, and driving to consensus on changes they will adopt/implement. • Maintain ownership and accountability of a regional/territory based book of business to achieve monthly ACV targets within a geographic region, leveraging consultative and strategic conversations to ensure we are meeting stated Vendor goals. • Directly own Vendor retention by managing manual and auto renewals, handling and saving, both obvious and subtle requests to cancel or downgrade TKWW services, and comparing and contrasting performance vs competitive products. • Champion Vendor sentiment by conducting proactive outreach to assigned book/territory at assigned/regular intervals. • Conduct assigned Regional Account Onboarding to ensure new Vendors start their relationship with TKWW on the right foot and are set up for immediate success. • Share and be “the voice of the vendor” so leadership can adequately support efforts to improve vendor satisfaction, retention, and increase long term Vendor LTV. • Remain 100% compliant with all data, record-keeping, and reporting requests, including pipeline management and accurate forecasting. • Consistently meet or exceed stated performance expectations for work quality, quantity, and impact. • Other projects/duties as assigned.

Role Description The Sr. Account Manager manages ongoing contract relationships and service delivery to clients for one or more accounts. Acts as outward-facing, dedicated resource for assigned accounts, typically with direct client contact (not call center) and large or complex accounts. Builds relationships with employer/group clients (not individual members) and serves as the primary point of contact for overall and day-to-day service delivery. Represents client internally and coordinates with other functions to implement client systems, complete projects, and address ongoing service needs. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: - Operational Management - Facilitate/leads all operational ongoing maintenance (benefit updates, file updates, etc.) & ensure it is successfully executed on. - Own the day-to-day service experience of customers by working with the Operations Team and other functional partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations. - Leads resolution of all escalated requests by working with the Operations Service Team, and conducting customer consultations as required. - Develop and maintain solid relationships with internal partners in Operations Service Team to manage customer service experience. - Coordinate activities to support impact reporting, root cause analysis, and full remediation. - Ability to develop, negotiate, analyze, interpret, and implement SOPs and reporting. - Coordinate/leads implementation activities for new products and new groups. - Coordinate/leads annual open enrollment activities. - Lead 1/1 readiness activities; lead daily 1/1 updates/progress reports with client and internal functional partners. - Facilitate training of all OptumRx client-facing systems & tools. - Proactively identifies and leads Process Improvements based on client feedback and/or internal breakdowns/hurdles. - Able to initiate project plans and successfully manage projects to full execution. - Recognizes cost avoidance opportunities and offers solutions. - Serves as a mentor to Account Manager and CSM roles. - Seeks stretch opportunities to expand knowledge and skillsets. - Client Relationship Management - Establish and maintain solid and appropriate relationships with customers to maintain consistency and drive client satisfaction. - Maintain client action logs and facilitate regular cadence of discussions to review. - Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps as necessary. - Demonstrate a high level of knowledge pertaining to the customer's specific benefit design. - Ability to develop, negotiate, interpret/translate, communicate, and execute client requirements. - Ability to recognize, anticipate and manage downstream impacts to ensure project success/client satisfaction. - Demonstrates a high level of industry knowledge. Qualifications - 10+ years of experience with Health Plans or with the PBM industry. - 5+ years’ experience in PBM Operations. - 3+ years of client-facing experience. - 3+ years of experience in project management. Requirements - Demonstrated ability to write reports, business correspondence and technical specifications. - Demonstrated ability to effectively present information and respond to questions from clients, management and technical associates. - Demonstrated ability to solve practical issues and deal with many variables in situations where only limited standardization exists. - Demonstrated ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. - Demonstrated ability to communicate to an executive audience. - Proven excellent organizational skills. - Proven excellent verbal and written communication skills. - Proven excellent presentation skills. - Proven effective time management. - Reside within the Central/Eastern time zone. Telecommuting Requirements - Required to have a dedicated work area established that is separated from other living areas and provides information privacy. - Ability to keep all company sensitive documents secure (if applicable). - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service. - All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy. Benefits - Comprehensive benefits package. - Incentive and recognition programs. - Equity stock purchase. - 401k contribution (all benefits are subject to eligibility requirements). Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

• Manage a fixed portfolio of B2C clients • Assist with legal-related matters (no legal advice required) • Identify and resolve customer issues • Proactively support and guide our customers • Advise on appropriate solutions and services • Work closely with our Legal and Backoffice teams