Director, Client Services

Overview The Director, Client Services is a senior-level player/coach responsible for leading a team of account management professionals across a defined book of business comprised of mid-market employer groups, third-party administrators (TPAs), coalitions, and health systems. This role owns client retention, relationship depth, and book-level financial performance, while serving as a strategic escalation point for clients, consultants, and internal stakeholders. The Director is expected to translate complex pharmacy benefit data into actionable client strategy, drive proactive renewal activity, and cultivate trusted relationships across the employer and benefits consultant ecosystem. Who We Are VytlOne is the nation’s only independent, fully integrated total pharmacy solutions partner. We lead with integrity, offering mission-driven hospitals, health systems, health centers, and employer partners a smarter way to unlock revenue, growth, and better outcomes. Our innovative model combines customized pharmacy management, 340B program expertise, specialty pharmacy, and PBA/PBM solutions—delivering excellence through tailored strategies and collaborative partnerships. At VytlOne, we’re not just transforming pharmacy—we’re making a purposeful impact on the communities we serve. Why Choose a Career at VytlOne? At VytlOne , our purpose is at the heart of everything we do. People join us not just for a job, but to be part of something bigger—where their work truly matters. We foster a culture of authenticity , where you’re encouraged to be yourself and a place to grow, collaborate and make an real difference. With over 1,600 passionate professionals across nearly every U.S. state, we operate as One Team , united by a bold mission and a spirit of innovation. Here, you’ll find a place where your ideas are heard, your contributions are valued, and your career can thrive. Position Location This is a remote-based position within the Continental US. Responsibilities Client Retention & Renewal Management • Own the profitable renewal of assigned clients including strategy development, internal resource coordination, and external negotiation with plan sponsors and benefits consultants.• Lead Annual Client Plans for each account: setting goals, identifying risk, documenting strategy, and driving execution.• Proactively identify and address client retention risk; escalate high-risk situations with recommended action plans.• Maintain client contract compliance and ensure timely execution of renewals and amendments. Consultant & Broker Relationship Management • Build and maintain trusted peer-level relationships with national and regional benefits consultants and brokers supporting the book.• Serve as a primary point of contact for consultant escalations and strategic account discussions.• Partner with internal teams to ensure consultants receive timely, accurate performance data and market intelligence.• Represent VytlOne at consultant and industry events as appropriate. Financial & Performance Accountability • Monitor and manage book-level profitability, ensuring alignment with assigned thresholds and financial targets.• Identify and pursue incremental revenue opportunities through upsell, cross-sell, and product expansion.• Oversee client contract performance guarantee tracking and reporting.• Collaborate with Finance and Analytics on billing accuracy, account financials, and remediation strategy. Client Strategy & Execution • Develop with assigned SAEs, annual pharmacy benefit performance analyses and strategic recommendations for each client.• Guide clients on emerging plan design considerations including GLP-1 management, biosimilar adoption, formulary optimization, and specialty cost containment.• Partner with Marketing on program revenue growth, client satisfaction initiatives, and retention campaigns. Management Responsibilities • Directly supervise SAEs and AEs; set clear expectations, provide regular coaching, and conduct performance evaluations.• Hire, onboard, develop, and when necessary discipline team members in accordance with company policy.• Identify training needs and ensure team members receive applicable education and professional development resources.• Foster a collaborative, high-performance team culture aligned with VytlOne’s values• Keep team current on product updates, operational changes, and compliance requirements. Compliance & Policy • Comply with VytlOne’s Ethical Business Conduct policy and Compliance Program• Promptly report allegations of impropriety to the Compliance Department• Remain free from exclusion under OIG and SAM Medicare/Medicaid lists• Complete all required training and ensure departmental staff training completion Qualifications Education: • Bachelor’s degree required; advanced degree (MBA, PharmD, or health-related master’s)preferred.• Relevant experience may supplement but does not replace the degree requirement for this level. Experience: • 7+ years of progressive experience in pharmacy benefit management, health plan account management, or a closely related healthcare setting.• Minimum 3 years in a people management or team lead capacity.• PBM industry experience is required.• Experience managing TPA, coalition, or self-funded employer accounts is strongly preferred.• Demonstrated experience managing a multi-client book of business with revenue or retention accountability. Knowledge, Skills and Abilities: • Deep working knowledge of PBM contracting mechanics: pricing models (AWP, WAC, pass-through), rebate structures, formulary design, and performance guarantees.• Familiarity with plan sponsor channels: mid-market employers, self-funded groups, health systems, and TPAs/coalitions.• Understanding of pharmacy benefit compliance landscape including CAA, state PBM legislation, and NCPDP transmission standards.• Strong relationship management skills with the ability to navigate complex multistakeholder environments (clients, consultants, internal operations)• Proven ability to present financial and performance data to C-suite and benefits decisionmakers.• Skilled negotiator with experience in renewal strategy, contract positioning, and upsell/cross-sell.• Proficient in CRM platforms and account management reporting tools.• Strong written and verbal communication skills; executive presence required.• Highly collaborative; able to work across clinical, operations, finance, and marketing functions. WE OFFER At VytlOne we offer a diverse and inclusive work culture that supports a flexible work model in a collaborative, innovative team-oriented environment. You’ll work with a mission-driven organization focused on improving healthcare outcomes Enjoy competitive compensation, a comprehensive health benefits package, and a supportive team environment including: Comprehensive mental health and wellbeing resources Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums Company-paid basic life/AD&D, short-term and long-term disability insurance Rx, dental, vision, other voluntary benefits, and FSA Employer-matched 401k Plan Industry-leading PTO plan And more! Join us and help build the future of pharmacy care – better outcomes, stronger margins, and healthier communities. FOR MORE INFORMATION: VytlOne Website VytlOne LinkedIn VytlOne (formerly Maxor) is an EOE, including disability/vets