Director Client Success, PBM
Director Client Success, PBM
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$ 150000 - 180000
1 Vacancy
Job Description
ABOUT RIGHTWAY:
Rightway is on a mission to harmonize healthcare for everyone everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patients care journey through a modern mobile app. Rightway is a front door to healthcare giving patients the tools they need along with on-demand access to Rightway health guides human experts that answer their questions and manage the frustrating parts of healthcare for them.
Since its founding in 2017 Rightway has raised over $2000mm from investors including Khosla Ventures Thrive Capital and Tiger Global. Were headquartered in New York City with satellite offices in Miami and Denver. Our clients rely on us to transform the healthcare experience improve outcomes for their teams and decrease their healthcare costs.
ABOUT THE ROLE
The Director Client Success will lead Rightways growing Client Success (CS) team within the Pharmacy Benefit Management (PBM) line of business and will be responsible for the overall retention satisfaction and growth of the book of business. This person will work closely with Commercial Sales Implementation Service Delivery Product Marketing and others to meet client needs and ensure maximum impact and effectiveness of the CS function within PBM.
Accountabilities will include developing PBM-specific CS goals and strategy optimizing operational processes developing playbooks and best practices and leading a high-performing team. This person will also oversee and guide key client relationships and serve as a point of escalation driving issue resolution internally and externally.
The ideal candidate will be relationship-oriented operationally adept outcomes-minded poised under pressure and willing to get hands-on to ensure we not only meet but exceed client expectations.
KEY RESPONSIBILITIES
- 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 Rightways 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
ABOUT YOU
- 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
- Bachelors 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)
Base Salary (before bonus potential): $00
HOW WE LIVE OUR VALUES TO OUR TEAMMATES:
Were seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:
1) We are human first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with whether it be our members our clients or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen toand heareach other we celebrate our differences and similarities we are present for each other and we strive for mutual understanding.
2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries other leaders and other challenges. We use ingenuity and resourcefulness when faced with tough problems.
3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution we actively listen to one another approach it with a yes and mentality and assume positive intent. Once a decision is made we align and champion it as one team.
4) We cultivate grit
Changing healthcare doesnt happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations we value persistence. We embrace failure as a stepping stone to future success. On this journey we seek to act with guts resilience initiative and tenacity.
5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team we each play a crucial part in our members care and take that responsibility seriously. When faced with an obstacle we are kind respectful and solution-oriented in our approach. We hold ourselves accountable to our clients and our members success.
Rightway is PROUDLY an Equal Opportunity Employer that believes in strength in the diversity of thought processes beliefs background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit qualifications need and performance.
CYBERSECURITY AWARENESS NOTICE
In response to ongoing and industry-wide fraudulent recruitment activities (i.e. job scams) Rightway wants to inform potential candidates that we will only contact them from the @ email domain. We will never ask for bank details or deposits of any kind as a condition of employment. If you have any questions about a suspicious interaction with Rightway please feel free to reach out to us at
Required Experience:
Director
Employment Type
Full Time
