Director of Pharmacy Account Management

The Mission

The Director of Pharmacy Account Management is a strategic leadership role responsible for driving customer success, revenue growth, account retention, and operational excellence across VPL's pharmacy customer portfolio. This individual will inherit a team with a strong foundation and be expected to elevate it — building a culture of accountability, continuous improvement, and exceptional customer experience. The right candidate is a self-starter who operates with urgency, owns outcomes end-to-end, and builds trust fast — with customers and internal partners alike. They bring genuine pharmacy domain expertise, the technical fluency to engage meaningfully with Product and Engineering teams, and the leadership instincts to develop account managers into high performers.Key Responsibilities* Lead, coach, and develop a team of Pharmacy Account Managers — closing performance gaps, building on existing process foundations, and driving ongoing education and enablement. * Own KPIs across customer retention, satisfaction, account expansion, and revenue growth — and be fully accountable for hitting them. * Develop, track, and report on key performance indicators (KPIs) related to customer satisfaction, retention, account expansion, and revenue growth. * Serve as an escalation point for key customer relationships, including executive and C-suite interactions. * Manage internal and external escalations, collaborating with senior leadership and C-suite executives to drive successful resolutions. * Build and execute a roadmap for process improvements, tooling, and team scalability. * Create and execute a roadmap for implementing processes, technologies, and tools that improve efficiency, reduce execution risk, and enable team scalability. * Partner cross-functionally with Product, Engineering, Support, Implementation, and Finance to advocate for customers and drive resolution. * Develop a deep understanding of customer pharmacy workflows, systems,