Director of Client Success, Rightway
PBM
$150-180k
Personalized healthcare platform for employees
Open for applications
Personalized healthcare platform for employees
201-500 employees
Open for applications
$150-180k
201-500 employees
Company mission
To simplify the healtcare experience.
Role
Who you are
- 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
- 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
- Bachelor’s 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)
What the job involves
- The Director, Client Success will lead Rightway’s 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
- 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 Rightway’s 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
Our take
Modern healthcare ecosystems are fragmented, so patients have to organize multiple services to get the care they need. This can be complex, time-consuming and expensive, which is why Rightway provides a unified healthcare organizational system to manage employee healthcare benefits better.
The company’s aim is to simplify access to healthcare, whilst also saving users money through price comparison services. Examples of its offerings are a pharmacy services platform that enables employees to access medication via a smartphone app, and the Advocate platform that helps to close care gaps.
The startup serves companies of all sizes, from small businesses to enterprises like Burger King, Popeyes and RBI. It has hundreds of thousands of users across the US, and has raised considerable funding which will enable it to further develop its platform and strengthen its foothold among employers, health plans, third-party administrators and other potential clients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2024
$108.8m
LATE VC
Mar 2021
$100m
SERIES C
Total funding: $240.8m
Company benefits
- 401k
- Flexible time off
- Full medical, dental, and vision insurance
- Commuter benefits
- Health Savings Account
Company HQ
West Village, New York, NY
Leadership
Jordan Feldman
(Co-Founder & CEO)Studied Government and Economics at Harvard before working in investment at Goldman Sachs and Redbird.
Theodore Feldman
(Co-Founder & Chief Medical Officer)Also Chief Medical Officer at Cadence. They studied Medicine at Harvard University and the Albert Einstein College of Medicine. Worked as Medical Director at South Miami Heart Centre and the Head of Cariology at FIU Wertheim College.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 6 more jobs at Rightway