Director, Client Success

Role Overview

• Provide oversight of client account management team with a focus on member and client satisfaction, trend management, client retention, and regulatory compliance
• Responsible for developing Executive to Executive relationships with strategic clients
• Maintain regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations
• Lead development of client relationship strategy plans
• Participate as needed in meetings with clients, prospects, consultants, and brokers in support of client needs, retention, and new business development
• Participate in client webinars, training, and other forums to educate
• Establish and develop relationships with key client decision-makers, understand their healthcare strategy and goals, determine how AffirmedRx can best help them achieve their desired results
• Maintain an understanding of industry trends and provide clients with insights and recommendations
• Meet with clients to discuss trends, review relevant pharmacy data, and provide recommendations with supportive rationale for strategies
• Support client discussions on clinical trends, review relevant pharmacy data, and provide recommendations with supportive rationale for clinical and plan management strategies
• Monitor key performance indicators and facilitate timely interventions
• Analyze and evaluate pharmacy benefit reporting and create ad-hoc reports as requested
• Develop and maintain department process and procedures
• Foster cross functional and inter-professional work teams to drive results in support of the strategic plan of the organization
• Partner with client team members and internal support teams to provide best-in-class member and client service
• Collaborate with cross-functional teams to support sales, reporting, proposals, and formulary initiatives
• Partner with implementation leaders and the analytics team to provide quality service and intelligence that preserves high satisfaction and retention scores
• Identify and contribute to process improvement efforts within the team
• Lead, coach and mentor team of Client Success Strategic Partners
• Lead key internal operations initiatives and general business needs/operations, as required

Requirements

• Requires a minimum of BA/BS and a minimum of 5 years of Pharmacy/PBM experience
• A minimum of 10 years of managing/leading a diverse team of individual contributors and ensuring goals, service metrics and projects are completed timely and accurately
• Experience in Client-Facing roles, solving complex customer problems, managing escalations and serving as a point of contact for team members
• Pricing and analytics expertise strongly preferred in the pharmacy benefit industry
• The ability to collaborate respectfully with others across departments
• Strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
• Willingness and ability to travel (20%-40%)

Benefits

• Competitive compensation, including health, dental, vision and other benefits
• To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes
• To work in a culture where people thrive because when OUR team thrives, OUR business thrives