Client Retention Director

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company.  Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.  With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
• Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
• Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.

Job Summary:

A Client Retention Director is dedicated to partnering with Sales, Account management, the Commercial team, Legal team, and other cross functional partners to successfully retain and renew strategic or named clients with favorable terms and conditions.  Our future teammate will maintain a portfolio of enterprise level active, strategic, customers with complex projects across all verticals and product lines. The CRD is tasked with aligning expectations, goals, and desired outcomes with the client and SmithRx’s value proposition. They will also work tirelessly to identify opportunities for expansion and support the sales team in demonstrating the value of these opportunities. 

The Client Retention Director is responsible for independently leading through the renewal and RFP process for existing clients and working as a member of a collaborative team. The role will be responsible for proactive management of the renewal schedule for assigned clients working with the business units, Legal, and Finance. This role will prepare internal renewal strategy materials, facilitate client-ready renewal proposal packages for clients, facilitate client commitment to terms, and memorialize such in a contract. Partnering with Sales and Customer Success Leaders, the Client Retention Director will deploy best practices and efficient use of internal resources without compromising baseline terms, scope, or financial terms and identifying potential growth opportunities during the renewal process.

The kind of problems you'll help us solve:

• What does ongoing engagement and strategy look like for our Strategic Customers, and how can we apply it across products?
• How can our customer, defined as strategic in nature, become a SmithRx champion that aids in both renewal rates as well as the growth of our ARR?
• What behaviors can we solidify to ensure our product offerings align with the success of the customer base now and in the years ahead?
• How can we identify opportunities for expansion within our Strategic Customer base?

In order to be eligible for this position applicants must be based in on of the following states: Arkansas, Arizona, California, Colorado, Florida, Georgia, Kansas, Minnesota, Missouri, Nevada, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin.

What you will do:

Retention and Renewal Activities

• Facilitate and lead the creation of account renewal plans with the Customer Success Executive leadership.
• Set named deal renewal strategies in collaboration with the assigned Customer Success Lead.
• Create and deliver customer presentations for online and on-site meetings.
• Lead development and training for renewal package presentations.
• Partner with the Account Manager(s) on customer experience and current pulse, including upskilling AM’s related to retention conversations
• Participate in RFI and RFP submissions for competitive renewals.
• Manage and lead contract negotiations, providing needed contract scope and term for efficient completion with the Commercial team and Legal.
• Target to complete most renewals by 60-90 days prior to the renewal effective date.

Customer Relationship Activities

• Facilitate discussions to accurately capture and manage customer goals, objectives, and expectations throughout the lifecycle of the relationship.
• Establish a strong rapport, research, co-create strategies, and present to client executive and C-Suite contacts in alignment with the Customer Account Management team.
• Create presentations and document essential interactions/approvals with key business leaders.
• Collaborate with Account Management on customer engagement and key milestones, such as QBRs and other relevant customer events.
• Provide status updates to the assigned account team, detailing successes and risks with mitigation recommendations.
• Coordinate cross-selling/optimization activities with Sales and Account Management

Internal Activities

• Identify customer goals and objectives and coordinate internally to create alignment (knows when to pull in the right parties or coordinate needed asks)
• Drives product feedback from strategic accounts to respective products, working to make the customer feel a part of our roadmap.
• Facilitate discussions to accurately capture and manage customer expectations throughout the lifecycle of the relationship.
• Stays abreast of industry best practices, trends, and emerging innovations through research, webinars, etc.
• Contributes to cross-team awareness of the industry-specific topics to ensure high-quality deliverables that integrate best-practices. 
• Provide internal consultation to Account Management, Sales, Implementation, and Member Services teams to ensure customer journeys promote retention and optimal customer experience
• Complete all responsibilities as outlined in the annual performance review and/or goal setting.
• Complete all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

What you will bring to SmithRx:

• Bachelor’s Degree is required
• 5+ years in a Customer Success role in health care 
• 7+ years of sales, contract negotiation or client management experience in renewals and up-sells to existing large clients.
• Must possess the ability to work both independently leading assigned deals and working as a member of a collaborative team.
• Must be willing to travel up to 30%.
• A proven track record of managing, scaling, and growing C-Suite and other senior leader customer relationships
• Experience identifying and exploring business development opportunities within an existing customer base
• Experience identifying at-risk customers and having strategic conversations to retain those customers
• Sales experience is a plus
• Strong project management skills and a desire to collaborate across the organization
• A natural ability to make meaningful connections across teams and across customers, up to and including at the Executive level
• Strong business development, plan development, business acumen, and presentation skills
• A Champion for the customer and aiding in the growth and success of SmithRx’s overall financial metrics

What SmithRx Offers You: 

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits 
• 401(k) Retirement Savings Program 
• Short-term and long-term disability
• Discretionary Paid Time Off 
• 12 Paid Holidays
• Wellness Benefits
• Commuter Benefits 
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities