OverviewThe Client Success Manager is an internally focused operations and process excellence role embeddedwithin the Client Services division at VytlOne. This position is responsible for improving the efficiency,quality, and consistency of how the Client Services team operates, not through direct client ownership,but by building and sustaining the systems, processes, and tools that enable the team to deliverexceptional outcomes.
TheClient Success Manager leads cross-functional process improvement initiatives, manages high priority internal projects, oversees third-party vendor relationships, and maintains client- and member facing marketing materials. The role requires an equal blend of operational rigor and stakeholdercommunication skills, operating at the intersection of project management, process design, and clientservices strategy within VytlOne6s PBM environment.
Position Location
This is a remote-based position within the Continental US.
Responsibilities
Process Improvement & Operational Excellence Lead process improvement initiatives across the Client Services division to increase compliance,efficiency, and quality assurance.
Identify, map, analyze, and redesign operational workflows; document current and future stateprocesses with clear standards and controls.
Continuously monitor existing processes for opportunities to reduce friction, standardizepractices, and improve team performance.
Maintain a complete and current library of process documentation for Client Services operations.
Project Management Gather requirements, build project timelines, assign accountability, and drive completion ofinternal improvement initiatives. Lead high-priority, one-time client-facing projects in coordination with the Client Services team Oversee complex, cross-functional projects requiring coordination across Client Services,Operations, Finance, Clinical, and Marketing. Track and report on project status, risks, and outcomes to relevant stakeholders and leadership
Vendor & Third-Party Relationship Management Manage all aspects of third-party vendor relationships including procurement standards, contractcompliance, onboarding, and ongoing operational oversight. Serve as the primary internal point of contact for vendor escalations and performance issues. Evaluate vendor performance against established standards and make recommendations forchanges as needed.
Marketing & Communications Support Create and maintain client- and member-facing marketing materials including PowerPointpresentations, flyers, brochures, and email communications. Ensure all materials reflect current VytlOne branding, product updates, and regulatoryrequirements. Develop and distribute internal Client Services communications as needed, including teamannouncements, product updates, and process change notifications.
Compliance & Policy Comply with VytlOne6s Ethical Business Conduct policy and Compliance Program Promptly report any allegations of impropriety to the Compliance Department Remain free from exclusion under OIG and SAM Medicare/Medicaid lists Complete all required training within established timeframes
Qualifications
Education: Bachelor6s degree required, or equivalent combination of relevant education and applicableexperience; degree in Business, Healthcare Administration, Operations Management, or arelated field preferred.
Experience: This role requires both client services/PBM experience and process improvement experience. These skillsets are complementary, and both are essential to perform the job effectively.
Client Services & PBM (2 63 Years Preferred) 2-3 years of progressive experience in account management, client services, healthcare solutions,or pharmacy benefit management. Familiarity with PBM operations including claims administration, benefit design, or plan sponsorsupport Experience working directly with or alongside account management teams in a client-facing orclient-support capacity Understanding of the mid-market employer, health system, or TPA client landscape is a plus.
Process Improvement & Project Management (5+ Years Preferred) 5+ years of experience leading process improvement initiatives, including identifying, mapping,analyzing, and streamlining operational workflows Demonstrated ability to gather project requirements, build timelines, document process flows, anddrive implementation to completion Experience managing cross-functional projects with multiple internal and external stakeholders Familiarity with project management tools (e.g., Jira, Microsoft Project, or similar) and processdocumentation standards. Experience managing third-party vendor relationships including selection, onboarding, and ongoingoversight.
Knowledge, Skills and Abilities:
Strong written and verbal communication skills; ability to present findings and recommendations toleadership and cross-functional teams.
Skilled at translating operational complexity into clear documentation, process maps, and action plans.
High attention to detail with strong organizational and prioritization skills in a multi-project environment.
Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook) required; experience withCRM and reporting tools a plus.
Ability to create and update professional client- and member-facing marketing materials including presentations, flyers, and email communications.
Collaborative team player who works effectively across departments; comfortable navigating ambiguity and competing priorities.
Self-directed with strong follow-through; capable of managing workload independently without close supervision.
WE OFFER
AtVytlOnewe offer a diverse and inclusive work culture that supports a flexible work model in a collaborative, innovative team-oriented environment.
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- You6ll work with a mission-driven organization focused on improving healthcare outcomes
- Enjoy competitive compensation, a comprehensive health benefits package, and a supportive team environment including:
- Comprehensive mental health and wellbeing resources
- Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
- Company-paid basic life/AD&D, short-term and long-term disability insurance
- Rx, dental, vision, other voluntary benefits, and FSA
- Employer-matched 401k Plan
- Industry-leading PTO plan
- And more!
Join us and help build the future of pharmacy care 6 better outcomes, stronger margins, and healthier communities.
FOR MORE INFORMATION:
VytlOne WebsiteVytlOne LinkedIn
