Training in the call center is extensive, but in the Account manager world their is virtually no training. Account Managers are responsible for knowledge of all processes within the company, but usually find out about departmental procedure changes by performing their job function as they were most recently aware they should and being told they submitted their request wrong and would need to do it again.
Company has a heavy focus on the professional corporate image. The image of a company that has employees with the ability to have dedicated focus on their clients.
I have been asked by upper management and sales to tell clients I have 7 clients on my desk (or at the very least under 10) instead of 27 because they know clients don't want to think they are an after thought to their account manager. People in my department are spread too thin, stressed out to the max. Most of my coworkers are on some type of anti-depressant. They want us to work like we are dedicated to each and every client we have as if we only had 7 clients, but they want us to manage 27 because they refuse to staff us so that we do have a manageable workload.
Suggestions for improvement or questioning management initiatives are encouraged, but then at review time referred to as having an outspoken negative attitude toward the company.
They have become all about what looks best, but do not care about their employees. At a certain point, to advance you must be willing to divorce your family and marry Express Scripts to be there in good times and bad, in the early mornings, or late at night, travel last minute and be connected to your work laptop at all times.
I have been with the company for 8 years, an AM for 4 and am on the 7th Operations Director that I have reported to in those 4 years. The burn out rate is ridiculous. The only people who advance are the ones who don't care about truly affecting change and making this a great company. Someone else said on the site already, it comes down to numbers and the money to be made. Which is strange because this company has not slowed down at all during the economic downturn, and yet, they still don't invest in their people.
