Client Success Manager

Position Summary:  The Client Success Manager is the primary owner of the client relationship, responsible for client retention, organic growth, and client satisfaction through the building of long-term, mutually beneficial partnerships with clients. 

This position is responsible for the development and maintenance of business relationships of assigned clients, acting as the liaison and advocate between RxSense and the client regarding requests for system / technical  features and functionality,  escalated service issues and helping the client grow their business.  This role will work with cross functional teams to develop and execute strategy to support client goals and satisfaction. The ideal candidate must possess a thorough understanding of the PBM environment and the broader healthcare system. The Client Success Manager is the “face of the company” to our clients and must possess a thorough understanding of the PBM environment and the broader healthcare system.

Essential Duties and Responsibilities: 

• Develop strong relationships across targeted clients; become a trusted advisor for client decision makers.
• Understand the client’s organization and structure, market, membership, business drivers and key performance indicators and making the connection between client needs and RxSense capabilities. 
• Manage the client contract, ensuring that our financial, technical and operational obligations are met or exceeded; Lead contract renewal process to ensure the best possible solutions are offered to clients.
• Develop, communicate, and execute strategic account plan with RxSense internal teams to drive client growth and satisfaction, inclusive of RFP support, underwriting/pricing assistance, system enhancements, and product enhancements.
• Monitor client satisfaction throughout the year as measured by issue resolution, growth, and managing to clients’ performance expectations.
• Stay abreast of changing market dynamics within the pharmacy benefit management industry with particular focus on technology driven competitors, the use of technology to reduce the cost of prescription drug benefits.
• Collaborate with Strategic Client Success Executive to drive cross functional deliverables in partnership with Operations, Product, Engineering, and other departments; communicate regularly with clients and internal partners on the status of their initiatives.
• Collaborate with Operations and Product teams to bring client driven innovations and products to the business for development consideration.
• Continuously learn and be knowledgeable about how our products work and how they can be used to our clients’ competitive advantage.
• Support broader Client Success activities

Qualifications:  

• Bachelor’s degree is required or similiar training and/or experience.
• 5+ years of progressively more sophisticated account management experience
• 3+ years’ experience in pharmacy benefit management, cash discount card marketing and management, or the combination of the two
• Client-centric focus with strong consultative skills
• Experience working effectively in a team oriented/collaborative environment with cross functional teams
• Demonstrate the initiative and experience to proactively identify issues, plan work and meet goals on schedule.
• Strong business acumen with advanced organizational, communication and leadership skillsis required
• Strong written and verbal communication skills with the ability to communicate information and ideas clearly and concisely
• Proven ability to influence decision makers both inside and outside the company
• Ability to work in a dynamic, growth-oriented company where change is constant
• This position may be done remotely and will require ~20% travel.

Salary Range: 100,000 - 115,000