Director, Client Success – PBM

🕒 vor 2 Monaten

🇺🇸 Vereinigte Staaten – Remote

💵 $150.000 - $180.000 / Jahr

⏰ Vollzeit

🔴 Experte

🏆 Customer Success

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Rightway

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

⚕️ Krankenversicherung

☁️ SaaS

🤝 B2B

💰 €100.000.000 Series C im 2021-03

Healthcare Insurance • SaaS • B2B

Rightway ist ein Unternehmen im Gesundheitswesen, das sich auf die Bereitstellung von Lösungen für die Pflege-Navigation und das Management von Apothekenleistungen konzentriert. Es spezialisiert sich darauf, Arbeitgebern und Gesundheitssystemen zu helfen, Gesundheitskosten zu senken und Ergebnisse durch personalisierte, proaktive klinische Unterstützung und transparentes Apothekenmanagement zu verbessern. Rightway bietet einen menschlich orientierten Ansatz und stellt den Mitgliedern in Echtzeit eine persönliche Unterstützung zur Verfügung, um bessere Gesundheitsentscheidungen zu treffen und die Komplexität der Gesundheitssysteme zu navigieren. Das Unternehmen zielt darauf ab, die Gesundheitskosten zu senken und gleichzeitig die Zufriedenheit der Mitarbeiter mit den Gesundheitsdienstleistungen zu verbessern.

Beschreibung

• Lead a team of high-performing Client Success Managers and Associates within PBM • Evolve the current client segmentation and service model for a scaling PBM organization and manage team capacity and staffing • Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services • Build process playbooks, tools, and templates to ensure consistency and scalability of team execution in PBM • Partner cross-functionally to introduce new processes that optimize internal resources, improve PBM service quality, and enable higher volume output • Lead strategic PBM account planning, with involvement from key stakeholders across the organization, and ensure actionable and timely execution on plans • Drive team accountability in meeting PBM client deadlines and delivering on key initiatives, such as churn mitigation and member activation • Build long-term strategic client partnerships focused on driving significant ROI that result in expanded relationships over time • Deepen PBM client feedback and data-gathering and develop strategies to address gap areas • Collaborate with Marketing, Service Delivery, Ops, Product, Analytics, etc. on strategic initiatives and PBM client requests, including influencing roadmap for PBM-specific customizations • Optimize the client relationship handoff process from Implementation to CS within PBM • Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services • Oversee executive-level PBM client relationships and facilitate involvement of Rightway’s executive sponsors in key accounts • Drive annual planning process for CS team, including developing PBM-specific goal and KPI targets • Travel to important PBM client meetings (e.g., kickoffs) and broker/TPA meetings, support finalist and capabilities as relevant

🎯 Anforderungen

• 8+ years of relevant experience in client management, consulting (strategy, healthcare, benefits), or operations • Minimum 4+ years of experience in the healthcare, PBM, or benefits industry • Bachelor’s Degree required, PharmD preferred • Experience leading and developing teams working with complex PBM products • Operational excellence and ability to work cross-functionally • Has had primary ownership in strategic PBM account relationships for a sustained period • Excellent critical thinking skills, combined with the ability to present beliefs clearly and compellingly in verbal and written form, particularly the ability to convey technical/nuanced PBM information in an accessible and understandable manner • Ability to juggle several high-priority PBM initiatives at once and continuously reprioritize to ensure the most impactful work is accomplished • Relationship-oriented, with a high degree of comfort managing external PBM stakeholders • Adept at presenting in large groups, both in-person and virtually, and managing challenging or escalated PBM client situations • Comfortable with ambiguity and motivated to solve complex PBM problems with a creative, can-do mindset • Bias towards action • Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM).