Each year, HIRC’s Best-in-Class Account Manager benchmark captures a unique perspective from the market—direct nominations from payer and PBM decision-makers on the account managers who stand out most in the field. Widely referenced by market access teams and account leaders, HIRC's report, Best-in-Class Account Manager Insights, has become a trusted indicator of field excellence and a valuable tool for both recognition and development. The report addresses the following questions:

• Which very large, large and mid-size firms' account managers receive the most best-in-class nominations?
• Which firms lead in best account manager nominations across health plan pharmacy directors, health plan medical directors, and pharmacy benefit manager executives?
• Which account manager attributes operationally define the best-in-class?

Key Finding: The best-in-class account managers in 2026 are described as partnership facilitators who are responsive, knowledgeable of customers, and able to provide solutions to address customer needs.

Account Managers from Novartis are Most Frequently Nominated as Best-in-Class. HIRC asked commercial health plan pharmacy and medical directors, as well as PBM executives, to nominate best-in-class account managers from pharmaceutical companies. Novartis leads in total best-in-class account manager nominations, followed by Lilly, Boehringer Ingelheim, Pfizer, and AstraZeneca. The full report provides a complete listing of account manager nominations as well as the rationale behind the nominations.

Beyond demonstrating a strong understanding of customer needs, top account managers further differentiate themselves through how they build partnerships and deliver value.

• Novartis account managers are noted for building authentic relationships, transparent communication, and creative contracting.
• Lilly account managers are commended for engaging in flexible and custom contracting partnerships, and demonstrating deep market and portfolio knowledge.

Six Descriptive Categories Operationally Define Best-in-Class Account Managers. Managed markets customers were asked to explain their rationale for best account manager nominations. Analyses reveal that their evaluations fall within six key descriptive factor categories: (1) Relationship Management, (2) Role Expectation, (3) Knowledge, (4) General Impressions, (5) Interpersonal & Social Skills, and (6) Conceptual Skills.

This year’s findings reveal the capabilities that define best-in-class performance in today’s increasingly complex access environment. While individual nominations are shared directly with subscribers, the broader results provide a clear view into what differentiates top-performing account managers, and where the bar continues to rise. Account manager relationship management behaviors, fulfilling role expectations, and overall knowledge account for the majority of best-in-class nominations and should be among the key focus areas of training and development.

Research Methodology and Report Availability. In December 2025 and January 2026, HIRC surveyed 86 decision makers from commercial health plans and pharmacy benefit managers. Online surveys and follow-up telephone interviews were used to gather information. The complete report, Best-in-Class Account Manager Insights, is available now to HIRC’s Best Programs and Best People subscribers at www.hirc.com.