Strategic Client Success Partner – PharmD Required

Role Overview

• Develop and implement program strategies to optimize outcomes, enhance client experience, and improve overall plan performance
• Collaborate cross-functionally with internal stakeholders, including implementations, analytics, and account management teams, to align initiatives with client needs and objectives
• Serve as the primary point of contact for clients regarding program performance, outcomes, and strategic recommendations, fostering strong client relationships and trust
• Analyze data and trends to identify opportunities for program enhancement, cost savings, and quality improvement, leveraging insights to drive informed decision-making
• Stay informed on industry trends, regulatory changes, and best practices in program management, incorporating relevant insights into program design and implementation
• Develop and deliver client presentations, reports, and updates on program performance, demonstrating value and ROI to key stakeholders
• Collaborate with clients to tailor programs and initiatives to meet their unique needs, ensuring alignment with organizational objectives and priorities
• Foster a culture of continuous improvement and excellence within the team, promoting professional development, knowledge sharing, and accountability for achieving program objectives
• Participate in client webinars, training sessions, and other educational forums, with occasional travel to client events as needed
• Provide ongoing support, including interpreting plan design, resolving phone, written, and electronic inquiries, and addressing benefit and enrollment issues
• Establish and maintain relationships with key client decision-makers, understand their goals, and determine how the organization can best help them achieve results
• Manage and execute client contractual requirements and guarantees
• Retain and grow client relationships
• Maintain an understanding of industry trends and provide clients with insights and recommendations
• Meet with clients to discuss trends, review relevant data, and offer recommendations with supporting rationale for strategies
• Lead client discussions on industry trends, review performance data, and provide recommendations to support plan management strategies
• Develop client relationship and strategy plans
• Monitor key performance indicators and facilitate timely interventions
• Analyze and evaluate reporting, and create ad-hoc reports as requested
• Partner with client team members and internal support teams to deliver best-in-class client service
• Support implementation of new clients, plan changes, and other setup requirements, including gathering requirements, building/coding, quality review, and testing
• Collaborate with the Implementation team during client onboarding to ensure a seamless transition from implementation to client management
• Identify and contribute to process improvement initiatives within the team
• Provide guidance on internal and external collaborative projects and priorities

Requirements

• 5+ years of experience as a Client Manager
• PharmD required
• Proficient in Microsoft Office Suite, with emphasis on Microsoft Excel
• Detail-oriented, consultative, strong presenter, with excellent communication and organizational skills
• Skilled at bringing stakeholders together to identify and implement solutions
• Effective and creative problem-solver with strong client management skills
• Ability to balance multiple complex projects, prioritize effectively, and adapt to change
• Exceptional written and verbal communication skills
• Flexible, highly organized, and able to shift priorities as needed
• Ability to travel and present to small and large groups
• Willingness and ability to travel (20-40%).

Benefits

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