Sr. Client Services Manager

Free Market Health; Buffalo (NY); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Unlimited PTO

100% employer-paid individual medical,

vision premiums

Employer HSA contribution

Paid parental leave

401(k) match

Transportation and parking benefits

Flexible, collaborative work enviro n

Job summary

Free Market Health in Buffalo, NY, seeks a Senior Client Services Manager to drive day-to-day operational excellence for complex clients after implementation. You will lead client-facing initiatives, coordinate cross-functional teams, and ensure delivery aligns with timelines and outcomes.

You will mentor teammates, improve processes, and elevate service quality, client satisfaction, and retention as FMH continues to scale in healthcare technology.

Qualifications

• 7+ years of relevant industry experience, including specialty pharmacy experience.
• 4+ years in a client-facing role.
• 2+ years of people management or team leadership experience.
• Experience working for a pharmacy benefit manager (PBM).
• Demonstrated success delivering complex technical projects in a fast-paced environment.
• Experience applying established project management methodologies.
• Strong written, verbal, and presentation skills with the ability to build relationships at all levels.

Responsibilities

• Serve as the primary operational contact for director- and VP-level client stakeholders.
• Lead post-go-live operational projects and oversee client activity related to service delivery.
• Develop and manage project plans, milestones, task logs, documentation, and status updates.
• Guide internal teams on priorities, resources, timelines, risks, and delivery expectations.
• Evaluate project readiness for production based on scope, timing, quality, risk, and priorities.
• Coordinate requirements across internal partners to align with plans.
• Manage change requests and system configuration updates.
• Identify and implement process improvements to strengthen efficiency and client experience.
• Mentor newer team members and support their development.

Skills

Client leadership

Client-facing

People management

Project management

Pharmacy PBM experience

Stakeholder relations

Communication

Tools

Microsoft Office

Job description

Sr. Client Services Manager

Free Market Health Buffalo, New York, United States

About this position

Why FMH
Every day, someone receives a life-changing diagnosis. Getting the right medication should be straightforward - but too often it isn’t.

Specialty medications move through a complex network of providers, health plans, pharmacies, and manufacturers. Administrative delays, disconnected systems, and limited visibility can slow treatment when time matters most.

Free Market Health exists to make that process work better.

Our technology connects stakeholders across the specialty pharmacy ecosystem, helping prescriptions reach the right pharmacy while improving visibility, reducing friction, and keeping treatment moving forward for the patients who depend on them. We focus on the most important stakeholder of all: the patient.

Yours impact

We are seeking a Senior Client Services Manager to serve as the primary day-to-day operational partner for assigned complex clients following implementation. In this highly visible role, you will lead client-facing operational execution, coordinate cross-functional initiatives, and ensure priorities, timelines, and deliverables remain aligned. Your work will directly influence service quality, client satisfaction, and retention.

You will own post-go-live operational coordination for key client relationships, facilitate complex projects across internal teams, and provide clear visibility into progress, risks, and outcomes. You will also help strengthen the Client Services team by mentoring newer colleagues and contributing to improved processes and service delivery.

What You’ll Do

• Serve as the primary operational contact for director- and vice president-level client stakeholders.
• Lead post-go-live operational projects and oversee client activity related to service delivery.
• Develop and manage project plans, milestones, task logs, documentation, and recurring status updates.
• Guide internal teams on priorities, resource needs, timelines, risks, and delivery expectations.
• Evaluate project readiness for production based on scope, timing, quality, risk, and competing priorities.
• Coordinate requirements and deliverables across internal partners to ensure work aligns with agreed-upon plans.
• Manage benefit change requests and system configuration updates that support client and operational needs.
• Identify and implement process improvements that strengthen efficiency, quality, and the client experience.
• Train, mentor, and support newer or less experienced team members.

What We’re Looking For

• 7+ years of relevant industry experience, including specialty pharmacy experience.
• 4+ years of experience in a client-facing role.
• 2+ years of people management or team leadership experience.
• Experience working for a pharmacy benefit manager (PBM).
• Demonstrated success managing and delivering complex technical projects in a fast-paced environment.
• Experience applying established project management methodologies.
• Strong written, verbal, and presentation skills, with the ability to build effective relationships at all organizational levels.
• Excellent organization, prioritization, problem-solving, and time-management skills.
• A collaborative, adaptable approach and comfort navigating changing priorities and ambiguity.
• Proficiency with Microsoft Office, internet-based tools, and general PC applications.

Life at FMH

We’re building more than a company. We’re building a team of ambitious, curious people who are passionate about solving meaningful problems, growing their careers, and genuinely enjoying the journey together.

Based in Pittsburgh’s Strip District, FMH draws inspiration from the city we call home. Our value of Grit isn’t just a word on a wall. It’s a mindset inspired by the city around us: showing up, rolling up our sleeves, and finding a way forward no matter the challenge.

As FMH continues to grow, so do the opportunities for our people to leave their mark. Guided by our core values of Integrity, Adaptability, Grit, and Collaboration , we foster an environment where trust is earned, new ideas are welcomed, challenges are embraced, and success is shared. You will be surrounded by people who care deeply about the work they do and the people they do it with.

Together, we’re building something special, and we’re just getting started.

• Unlimited PTO
• 100% employer-paid individual medical, dental, and vision premiums
• Employer HSA contribution
• Paid parental leave
• 401(k) match
• Transportation and parking benefits
• Flexible, collaborative work environment

Benefit eligibility is based on employment status.

Build What’s Next With Us

Healthcare is evolving - and so are we.

If you’re excited by meaningful challenges, collaborative teammates, and the opportunity to help build a growing healthcare technology company, we’d love to hear from you.

Equal Opportunity Employer

Free Market Health is proud to be an Equal Opportunity Employer.

We believe that a diverse and inclusive workplace makes us better teammates and problem solvers and we encourage all qualified individuals to apply. Employment decisions are based on business needs, qualifications, and merit.

FMH is also committed to providing reasonable accommodations throughout the hiring process. If you require assistance or accommodation due to a disability, we will work with you to meet your needs.