Madison Wood
Summary
Account Manager with experience in PBM client management, broker relationships, escalations, and customer success. Proven success managing large books of business and improving client experience in fast-paced environments.
Overview
8
8
years of professional experience
Work History
ACCOUNT MANAGER
SMITHRX
03.2024 - Current
- Manage a book of 125+ client groups representing over 40,000 member lives and partnerships with 20+ broker offices
- Oversee client relationships, renewals, escalations, and Quarterly Business Reviews (QBRs) for employer groups and broker partners
- Represented SmithRx at industry conferences and broker partner events to strengthen client and industry relationships
- Partner with Operations, Engineering, Clinical, and Member Support teams to improve client experience and internal processes
- Supported finalist presentations and partnered with sales teams during prospective client meetings
ASSOCIATE ACCOUNT MANAGER
SMITHRX
03.2023 - 03.2024
- Supported 50+ client groups and 20+ broker relationships through daily account management and client support
- Managed member escalations, renewals, reporting, and client communications
- Presented business reviews and collaborated with clients to improve overall account health
- Mentored and onboarded new Associate Account Managers through shadowing sessions and ongoing coaching
ACCOUNT SPECIALIST
SMITHRX
03.2022 - 03.2023
- Supported multiple Account Managers in day-to-day management of client groups and broker relationships
- Assisted with member escalations and complex client issues to ensure timely resolution and positive member experience
- Prepared client reporting and assisted with operational and renewal-related requests
- Coordinated cross-functionally with Operations, Clinical, and Member Support teams to support client needs
- Helped maintain organization and follow-through across large books of business during peak renewal periods
ELITE SUPPORT SPECIALIST
SMITHRX
11.2021 - 03.2022
- Resolved member escalations in a timely manner
- Provided training and live support to member support agents
- Interviewed potential new hire candidates
MEMBER SUPPORT SPECIALIST
SMITHRX
04.2021 - 11.2021
- Provided an elevated level of customer service to worker’s compensation group
- Mastered systems and processes pertaining to the job
- Developed empathetic communication skills through phone and email
- Managed client specific phone lines and email queues
- Assembled monthly call center report for worker’s compensation client
QUALITY CONTROL LAB TECHNICIAN
PHARMATECH
01.2018 - 04.2021
- Performed microbiological testing on all raw materials and finished goods
- Assisted clients in determining testing specification
- Analyzed data to produce final Certificate of Analysis
Education
Bachelor of Science - Molecular Biology
Brigham Young University
2017
Timeline
ACCOUNT MANAGER
SMITHRX
03.2024 - Current
ASSOCIATE ACCOUNT MANAGER
SMITHRX
03.2023 - 03.2024
ACCOUNT SPECIALIST
SMITHRX
03.2022 - 03.2023
ELITE SUPPORT SPECIALIST
SMITHRX
11.2021 - 03.2022
MEMBER SUPPORT SPECIALIST
SMITHRX
04.2021 - 11.2021
QUALITY CONTROL LAB TECHNICIAN
PHARMATECH
01.2018 - 04.2021
Bachelor of Science - Molecular Biology
Brigham Young University