Director, Client Success – PBM

Role Overview

• 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

Requirements

• 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

Benefits

• Health insurance
• Professional development opportunities