Director of IT Architecture - Technical Account Management - Remote

The Director, Technical Account Management is responsible for leading Prime Therapeutics’ Technical Account Management (TAM) function and establishing a world-class IT Client Success capability that strengthens strategic client relationships, improves client outcomes, and serves as the primary technology interface between Prime and its clients.

This role leads a team of Technical Account Managers who provide ongoing technology relationship management, technical advisory services, and cross-functional coordination for Prime’s strategic clients. The Director partners closely with Account Management, Sales, Implementations, Business, and supporting Information Technology areas to ensure Prime delivers consistent, proactive, and high-value client experience throughout the entire client lifecycle.

The Director is accountable for defining and operationalizing the TAM vision, service portfolio, engagement model, governance processes, and client success measures. The role serves as a champion for clients, helping ensure client priorities, modernization roadmaps, technical requirements, and strategic objectives are effectively connected to Prime’s business capabilities, platforms, and technology investments.

Responsibilities

• Provide leadership, direction, coaching, mentoring, and performance management for Technical Account Management staff.
• Define and execute the strategic vision, operating model, service portfolio, engagement framework, and roadmap for the Technical Account Management function.
• Establish and maintain trusted relationships with strategic client technology leaders and stakeholders.
• Serve as the technical leadership escalation point for client-facing technology issues, risks, priorities, and strategic opportunities.
• Develop and maintain technical account management standards, processes, governance models, tools, metrics, and service level expectations.
• Partner with Account Management, Sales, Implementations, Information Security, Business and supporting IT areas to align client needs with enterprise capabilities and technology strategy.
• Facilitate ongoing client engagement activities including technology reviews, roadmap discussions, architecture conversations, modernization planning, implementation readiness reviews, and executive briefings.
• Ensure client priorities, technical requirements, strategic initiatives, and modernization needs are effectively represented within Prime planning and prioritization processes.
• Lead development of repeatable frameworks for client technology engagement, technical advisory services, client journey management, and modernization planning.
• Facilitate coordination of complex cross-functional technology initiatives affecting strategic clients.
• Establish performance metrics and success measures for client satisfaction, client retention, modernization outcomes, technical adoption, operational excellence, and service quality.
• Identify opportunities to improve client experience through enhanced processes, technology capabilities, automation, standards, and governance.
• Support strategic client requests, implementations, migrations, and modernization programs by providing technology leadership, oversight, and coordination.
• Develop and manage departmental budgets, resource plans, workforce strategies, and operational plans.
• Ensure compliance with applicable regulatory, security, risk management, privacy, audit, and governance requirements.
• Partner with leadership to define future-state client engagement models and technical advisory capabilities.
• Foster a culture of collaboration, accountability, innovation, continuous improvement, diversity, equity, and inclusion.
• Other duties as assigned

• Bachelors degree in Information Technology or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma from an accredited school or equivalent GED required
• 8 years of work experience in IT-related roles with exposure to variety of technologies and applications
• 5 years of leadership and people management experience leading Technical Account Management, Customer Success, Professional Services, Technical Consulting, Client Technology Serves or similar organizations

Must be eligible to work in the United States without the need for work visa or residency sponsorship

Additional Qualifications

• Experience leading cross-functional initiatives involving technology, operations, product, implementation, sales, and client-facing teams.
• Experience communicating technical concepts to executive audiences and external clients.
• Demonstrated experience building strategic relationships with executive stakeholders.
• Experience managing complex technology programs and client-facing initiatives.
• Demonstrated ability to influence without direct authority across large matrixed organizations.
• Strong verbal and written communication skills with a proven ability to translate complex technical concepts into clear, business-focused communication
• Excellent problem solving and business analysis skills
• Ability to multi-task, manage projects, set time frames, and meet deadlines
• Ability to work as team player, comfortable with fast paced, changing environment and ambiguity
• Strong leadership, stakeholder management, and interpersonal skills
• Demonstrated success in leading large-scale IT initiatives and driving digital transformation
• Ability to manage competing priorities, set strategy, and deliver results in dynamic environments

Preferred Qualifications

• Deep experience within healthcare payer, PBM, health plan, specialty pharmacy, health technology, or healthcare services environments
• Experience supporting enterprise technology transformations and large-scale platform migrations
• Experience creating and operationalizing client journey models, client engagement frameworks, and client advisory programs
• Advanced certifications (e.g., PMP, CISSP, ITIL)

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures

Potential pay for this position ranges from $143,000.00 - $243,000.00 based on experience and skills.

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us., At Prime Therapeutics (Prime), we are a different kind of PBM. We’re reimagining pharmacy solutions to provide the care we would want for our loved ones. That purpose energizes our team and creates limitless opportunities to make a difference.

We know that people make all the difference. If you’re ready for a purpose-driven career and are passionate about simplifying health care, let’s build the future of pharmacy together.