Client Retention Director, SmithRx
More information about location
Next-generation pharmacy benefits
Be an early applicant
Next-generation pharmacy benefits
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To reduce the complexity and costs of pharmacy benefits with a cleaner business approach and the industry’s most advanced and flexible technology platform.
Role
Who you are
- Bachelor’s Degree is required
- 5+ years in a Customer Success role in health care
- 7+ years of sales, contract negotiation or client management experience in renewals and up-sells to existing large clients
- Must possess the ability to work both independently leading assigned deals and working as a member of a collaborative team
- A proven track record of managing, scaling, and growing C-Suite and other senior leader customer relationships
- Experience identifying and exploring business development opportunities within an existing customer base
- Experience identifying at-risk customers and having strategic conversations to retain those customers
- Sales experience is a plus
- Strong project management skills and a desire to collaborate across the organization
- A natural ability to make meaningful connections across teams and across customers, up to and including at the Executive level
- Strong business development, plan development, business acumen, and presentation skills
- A Champion for the customer and aiding in the growth and success of SmithRx’s overall financial metrics
What the job involves
- A Client Retention Director is dedicated to partnering with Sales, Account management, the Commercial team, Legal team, and other cross functional partners to successfully retain and renew strategic or named clients with favorable terms and conditions
- Our future teammate will maintain a portfolio of enterprise level active, strategic, customers with complex projects across all verticals and product lines
- The CRD is tasked with aligning expectations, goals, and desired outcomes with the client and SmithRx’s value proposition
- They will also work tirelessly to identify opportunities for expansion and support the sales team in demonstrating the value of these opportunities
- The Client Retention Director is responsible for independently leading through the renewal and RFP process for existing clients and working as a member of a collaborative team
- The role will be responsible for proactive management of the renewal schedule for assigned clients working with the business units, Legal, and Finance
- This role will prepare internal renewal strategy materials, facilitate client-ready renewal proposal packages for clients, facilitate client commitment to terms, and memorialize such in a contract
- Partnering with Sales and Customer Success Leaders, the Client Retention Director will deploy best practices and efficient use of internal resources without compromising baseline terms, scope, or financial terms and identifying potential growth opportunities during the renewal process
- The kind of problems you'll help us solve:
- What does ongoing engagement and strategy look like for our Strategic Customers, and how can we apply it across products?
- How can our customer, defined as strategic in nature, become a SmithRx champion that aids in both renewal rates as well as the growth of our ARR?
- What behaviors can we solidify to ensure our product offerings align with the success of the customer base now and in the years ahead?
- How can we identify opportunities for expansion within our Strategic Customer base?
- Facilitate and lead the creation of account renewal plans with the Customer Success Executive leadership
- Set named deal renewal strategies in collaboration with the assigned Customer Success Lead
- Create and deliver customer presentations for online and on-site meetings
- Lead development and training for renewal package presentations
- Partner with the Account Manager(s) on customer experience and current pulse, including upskilling AM’s related to retention conversations
- Participate in RFI and RFP submissions for competitive renewals
- Manage and lead contract negotiations, providing needed contract scope and term for efficient completion with the Commercial team and Legal
- Target to complete most renewals by 60-90 days prior to the renewal effective date
- Facilitate discussions to accurately capture and manage customer goals, objectives, and expectations throughout the lifecycle of the relationship
- Establish a strong rapport, research, co-create strategies, and present to client executive and C-Suite contacts in alignment with the Customer Account Management team
- Create presentations and document essential interactions/approvals with key business leaders
- Collaborate with Account Management on customer engagement and key milestones, such as QBRs and other relevant customer events
- Provide status updates to the assigned account team, detailing successes and risks with mitigation recommendations
- Coordinate cross-selling/optimization activities with Sales and Account Management
- Identify customer goals and objectives and coordinate internally to create alignment (knows when to pull in the right parties or coordinate needed asks)
- Drives product feedback from strategic accounts to respective products, working to make the customer feel a part of our roadmap
- Facilitate discussions to accurately capture and manage customer expectations throughout the lifecycle of the relationship
- Stays abreast of industry best practices, trends, and emerging innovations through research, webinars, etc
- Contributes to cross-team awareness of the industry-specific topics to ensure high-quality deliverables that integrate best-practices
- Provide internal consultation to Account Management, Sales, Implementation, and Member Services teams to ensure customer journeys promote retention and optimal customer experience
- Complete all responsibilities as outlined in the annual performance review and/or goal setting
- Complete all special projects and other duties as assigned
- Must be able to perform duties with or without reasonable accommodation
Our take
PBMs (Pharmacy Benefit Managers) save payers and patients 40% to 50% on prescription drug and related medical costs in the US, compared to what they would spend without them. It’s generally accepted, though, that PBMs are working for profit and not solely on the customers benefit.
SmithRx is a company looking to reduce complications in the current system with its innovative PBM structure. It uses its cloud-based technology to present the most cost effective options transparently to self-insured businesses, supporting them in getting the lowest cost drugs they can, as well as making the transition to these alternatives seamless.
It does this by partnering with innovative drug companies, as well as applying coupons and making use of available savings and assistance programs. As the company does not take economics from the supply chain, it is able to work for its customers with no hidden agendas. Having recently secured funding, the company is looking towards continued growth as well as pursuing leadership in the sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Jan 2024
$60m
SERIES C
Mar 2022
$20m
SERIES B
Total funding: $97.5m
Company benefits
- Comprehensive wellness benefits including Medical, Pharmacy, Dental and Vision. We pay up to 90% for you and your family
- Fully paid life insurance and disability benefits
- Paid Parental Leave benefits
- Professional development, training and career growth opportunities
- Generous paid time off
Company values
- Operate With Integrity: Always operate with honesty and transparency so we earn the trust of our clients
- Courage To Transform: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimise health outcomes
- Together We Succeed: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought
Company HQ
South Park, San Francisco, CA
Articles
Leadership
Jake Frenz
(CEO)Previously worked as Director of Plan Operations at CollectiveHealth and Project Director at Anthem Inc.
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