Director, Clinical Client Success

Role Overview

• Serve as a senior clinical expert providing advanced clinical insight, data interpretation, and strategic recommendations to strengthen Client Success Partner (CSP)-led client engagements and planning
• Attend client meetings alongside CSPs as a clinical authority, contributing subject-matter expertise and program updates while remaining a support function rather than the primary relationship owner
• Lead the development of pre-meeting clinical briefs, talking points, and data-driven insights to ensure CSPs are fully prepared for client discussions
• Translate complex clinical findings into clear, actionable strategies that align with client goals and drive measurable outcomes
• Support and contribute to finalist presentations by providing clinical narrative development, data validation, and executive-level clinical positioning to strengthen win strategy
• Translate formulary strategy decisions, drug pipeline developments, rebate considerations, and policy changes into clear, executive-level client narratives that align with broader business objectives
• Ensure CSPs are equipped with timely, accurate, and actionable insights related to formulary updates, utilization management criteria, high-cost drug strategies, and evolving market trends
• Serve as a liaison between Formulary Strategy and Client Success, driving consistent, two-way communication and alignment across teams
• Guide and support CSPs in articulating the clinical and financial rationale behind key decisions in a way that resonates with client stakeholders
• Lead the analysis of pharmacy and clinical data to identify trends, risks, and opportunities, translating insights into actionable, client-focused strategies that drive outcomes
• Provide strategic oversight for clinical program requirements, including formulary optimization, utilization management strategies, adherence initiatives, and specialty cost-containment efforts
• Develop and deliver executive-level clinical content for business reviews, client reporting, presentations, and finalist presentations, ensuring a compelling and data-driven narrative
• Ensure all client recommendations and clinical strategies are grounded in accurate, data-driven insights and aligned with organizational objectives
• Provide leadership and oversight to CSPs navigating clinical and benefit change requests, ensuring alignment with clinical appropriateness, operational feasibility, and financial considerations such as rebates
• Collaborate cross-functionally with Clinical Operations, Pricing, and PCA/UM teams to validate strategy and execution prior to client communication
• Guide CSPs in clearly articulating the rationale, impact, and value of clinical changes to client stakeholders
• Oversee implementation of approved clinical and benefit changes to ensure accuracy, consistency, and alignment with intended outcomes
• Serve as a strategic partner across Formulary Strategy, Clinical Operations, PCA/UM, Clinical Programs, Reporting/Analytics, and Client Success leadership
• Provide a unified, enterprise-level clinical perspective to ensure alignment, operational clarity, and consistent client messaging
• Act as a trusted advisor to internal stakeholders, fostering collaboration and driving clinical excellence across the organization

Requirements

• PharmD with 10+ years of Clinical Client Management, PBM, or managed care clinical experience required
• Strong understanding of formulary design, drug pipeline, specialty pharmacy, and PBM clinical workflows
• Ability to deliver complex clinical insights clearly to both clinical and non-clinical audiences, addressing concerns or resistance with tact and professionalism
• Excellent communication and presentation skills, including high emotional intelligence (EQ), for effective engagement with C-suite executives and navigating challenging conversations
• Highly collaborative team player who excels in a support-oriented role
• Strong relationship-building skills across clinical and non-clinical functions
• Analytical mindset with strong attention to detail
• Ability to manage multiple competing priorities in a fast-paced environment
• Willingness to travel (25-35%)

Benefits

• Competitive compensation, including health, dental, vision and other benefits