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5 days ago
Requirements and responsibilities
Who We Are:SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:Integrity: Do the right thing. Especially when it’s hard.Courage: Embrace the challenge.Together: Build bridges and lift up your colleagues.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 strategyEnable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scoresManage the achievement of key performance indicators for team’s portfolio identified accountsPerform regular team member coaching and identify team’s training opportunitiesManage portfolio of accounts toward optimal coverage targets by planning appropriate team capacityBuild trusting relationships with client operational leadershipMaintain a comprehensive understanding of business challenges faced by customersAssist leadership with cross-functional project management to drive resolution for escalated client issues while coordinating internal and external teams as necessaryIdentify product gaps by conducting business impact assessments and proactively manage client expectationsAssess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is establishedWhat will you bring to SmithRx:Bachelor degree or equivalent work experience required5+ years in Customer Success/ Account Management leadership roles required5+ years of working knowledge of healthcare benefits/ pharmacy benefits/ commercial health insurance requiredA positive, can-do attitudeAn obsession with customer experience and customer satisfactionA passion for solving difficult problems together in collaboration with the broader teamsExecutive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogueExperience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achievedAbility to work independently as well as part of an extended, cross-functional teamSelf-driven, results-oriented work ethic with a positive outlookAbility to take initiative with little to no directionBe transparent and honest in a positive, professional and polite mannerConflict resolution skillsEmpathic communicator with a consultative approach, able to see things from other person's point of viewWhat SmithRx Offers You: Total Rewards package that includes incentive bonus and stock optionsHighly 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 benefitsProfessional development and training opportunities Compensation & Benefits Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience. Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here.