Summary

The Customer Success Team at SmithRx is dedicated to helping our clients and partners derive maximum value from our Pharmacy Benefit Management (PBM) services. We build and sustain high-impact operational relationships, proactively mitigate risks, and advocate passionately for our clients across internal product and operational channels.

As the Manager, Partner Relationship Management, you will lead, coach, and empower a high-performing team of Partner Relationship Managers (PRMs). Your team is responsible for post go-live success and deep collaboration with Third-Party Administrators (TPAs) and Data Partners. In this role, you will balance operational leadership, strategic partner oversight, and direct team development—ensuring our partner ecosystem operates smoothly to support our mutual clients’ benefit plans.

What You Will Do

Team Leadership & People Management

• Directly manage and develop a team of Partner Relationship Managers, driving high engagement, continuous learning, and accountability.
• Provide day-to-day coaching and mentorship on partner management strategies, issue escalation, conflict resolution, and executive communications.
• Establish clear team KPIs, benchmarks, and performance metrics focused on partner satisfaction, data integration execution, and retention.
• Manage team bandwidth, resource allocation, and portfolio assignments to ensure optimal coverage across all partner relationships.

Strategic Partner Oversight & Operational Excellence

• Serve as an executive escalation point for complex operational, technical, or relationship issues involving TPA and Data Partners.
• Standardize and refine PRM workflows, governance models, and best practices for technical data file exchange (EDI/ETL) monitoring and issue resolution.
• Partner cross-functionally with Product, Finance, Operations, Engineering, and Client Success teams to eliminate systemic friction points and champion product enhancements on behalf of partners.
• Conduct regular portfolio reviews with PRMs to proactively identify partner satisfaction risks, ensuring robust risk-mitigation plans are active.
• Drive partner adoption and standardization across new tools, products, and integrated workflows.

What You Will Bring to SmithRx

Qualifications & Experience

• Management Experience: 3+ years of direct people management experience leading client-facing or partner-facing teams (Customer Success, Account Management, or Partner Management).
• Industry Expertise: 5+ years of experience in healthcare insurance, health benefits, or Third-Party Administrator (TPA) environments. Experience within a Pharmacy Benefit Manager (PBM) is strongly preferred.
• Technical Aptitude: Strong working familiarity with technical data file exchanges (EDI, ETL, or API integrations) and how data flows support benefit plan administration.
• Education: Bachelor’s degree in a related field required; Advanced Degree (MBA, MHA, or equivalent) preferred.

Core Competencies & Skills

• Leadership & Coaching: Proven ability to inspire, develop, and retain talent while fostering a collaborative, accountable team culture.
• Executive Presence: Outstanding oral and written communication skills with experience presenting to and negotiating with senior operational leadership.
• Escalation & Conflict Resolution: High emotional intelligence with a track record of mediating high-stakes operational conflicts and turning challenging partner dynamics into productive relationships.
• Process & Change Agent: Ability to take initiatives from concept to execution, bringing structure and governance to scaling partner operations.
• Problem-Solving Mindset: Self-driven and results-oriented, with a focus on structured root-cause analysis and sustainable cross-functional solutions.