Manager of Customer Success and Account Management, SmithRx
Travel requirements: 10-15%
Next-generation pharmacy benefits
Be an early applicant
Next-generation pharmacy benefits
201-500 employees
Be an early applicant
Travel requirements: 10-15%
201-500 employees
Company mission
To reduce the complexity and costs of pharmacy benefits for America's employers and patients.
Role
Who you are
- Minimum of 2 years of leadership experience with preferred 5 years of experience
- Preferred PBM experience, but must have experience in benefits administration and health plans
- A positive, growth mindset with the ability to stay calm under pressure while driving towards solutions
- 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 and disciplined work ethic
- Ability to take initiative with little to no direction
- Be transparent and honest in a positive, professional and polite manner
- Expert conflict resolution skills
- Highly effective communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or team member’s point of view
- Ability to navigate unique and individual team member scenarios while providing coaching through day-to-day challenges, and mentoring through a long-term relationship-based approach to drive long term individual success
- Bachelors or equivalent work experience required
What the job involves
- 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
- 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
- Actively participate in the full interview and onboarding life cycle
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. And with significant growth, cost savings, customer satisfaction, and market traction in 2024, the company is very much on track for continued success.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jan 2024
$60m
SERIES C
Mar 2022
$20m
SERIES B
Total funding: $97.5m
Company benefits
- Wellness: Extensive Medical, Dental and Vision plans
- Life and Disability: Fully paid Life Insurance and Disability coverage
- Parental Leave: Paid leave benefits for new parents
- Career Growth: Training, development and advancement support
- Vacation Time: Generous and flexible paid time off
Company HQ
South Park, San Francisco, CA
Leadership
Jake Frenz
(Founder & CEO)Previously worked as Director of Plan Operations at CollectiveHealth and Project Director at Anthem Inc.
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