Job Summary:The Customer Success Team is focused on helping SmithRx's clients derive the full value of their PBM services. We build and manage effective relationships with our customers' operational leadership, communicating the value of our services in the context of customers' business goals with the goal of retaining high performing, satisfied customers. We proactively identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.
The Manager of Customer Success and Account Management is responsible for a team of individuals driving the ongoing attainment of outcomes, product adoption, and complete post-sale success and satisfaction of SmithRx customers. This role will serve as internal champion and quarterback, coordinating the cross functional approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, managing and improving the CSAT scores, enabling effective account coverage, and creating an inspiring team environment.
What will you do:- Establish clear team goals/priorities in alignment with broader Customer Success and Account Management strategy
- Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores
- Manage the achievement of key performance indicators for team's portfolio identified accounts
- Perform regular team member coaching and identify team's training opportunities
- Manage portfolio of accounts toward optimal coverage targets by planning appropriate team capacity
- Build trusting relationships with client operational leadership
- Maintain a comprehensive understanding of business challenges faced by customers
- Assist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessary
- Identify product gaps by conducting business impact assessments and proactively manage client expectations
- Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is established
What will you bring to SmithRx:- Bachelor degree or equivalent work experience required
- 5+ years in Customer Success/ Account Management leadership roles required
- 5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance required
- A positive, can-do attitude
- An obsession with customer experience and customer satisfaction
- A passion for solving difficult problems together in collaboration with the broader teams
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
- Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
- Ability to work independently as well as part of an extended, cross-functional team
- Self-driven, results-oriented work ethic with a positive outlook
- Ability to take initiative with little to no direction
- Be transparent and honest in a positive, professional and polite manner
- Conflict resolution skills
- Empathic communicator with a consultative approach, able to see things from other person's point of view
What SmithRx Offers You:- Total Rewards package that includes incentive bonus and stock options
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, Life and Disability insurance
- Discretionary Time Off
- 401(k) Retirement Savings Program
- Flexible Spending Benefits
- Paid Parental Leave benefits
- Professional development and training opportunities
