Sr. Customer Success Manager

House Rx is on a mission to make specialty medications more affordable and accessible for patients suffering from chronic illnesses. They are seeking an experienced Sr. Customer Success Manager to lead customer initiatives, balancing responsibilities in customer success, operational management, and financial growth.

Responsibilities:

• Relationship Building: Establish and maintain strong, collaborative relationships with key stakeholders, including dispensers, clinic staff, financial personnel, providers, and executives. Your ability to connect with stakeholders at all levels is essential
• Effective Communication: Tailor communication to suit various audiences, ensuring clarity and alignment. From engaging with prior authorization staff on operational details to delivering strategic insights during Quarterly Business Reviews (QBRs), your communication should be both clear and impactful
• Objection Handling: Proactively address concerns and objections raised by stakeholders. Utilize reassuring and confident communication techniques to advocate for our program and ensure satisfaction across all organizational levels
• Presentation Skills: Master the use of House Rx template decks, customizing them to meet specific customer needs. Ensure a polished presentation, adhering to professional standards both onsite and virtually
• Customer Advocacy: Serve as the voice of the customer in all internal discussions, effectively communicating their needs and expectations. Your insights should drive internal strategies and decisions
• Proactive Monitoring: Regularly monitor communication channels, task queues, and documentation to identify potential operational gaps before they impact customers. Aim for zero emergent escalations
• Issue Resolution: Distinguish between program-related and operational issues, addressing customer expectations independently when possible, and escalating Clin Ops-related concerns as needed. Take ownership of investigations and ensure swift resolutions
• Operational Alignment: Conduct bi-weekly operational reviews with internal teams, maintaining a high alignment score based on cross-functional feedback regarding clarity and execution
• P&L Management: Oversee the program’s Profit & Loss statements, ensuring budgeted profitability targets are met or exceeded. Aim for a minimum of 5% above budgeted net profit margin across all live sites
• Revenue Generation: Identify and implement new growth initiatives, maintaining or launching at least two initiatives per customer each quarter to contribute to a 10% increase in program revenue year-over-year
• Customer Request Evaluation: Assess the financial and operational implications of customer requests, completing ROI analyses and presenting findings to stakeholders within three business days

Requirements:

• 8+ years of experience with a minimum of 3-5 years in program management or a similar role, with a demonstrated track record of success in customer relations, operational management, and financial oversight
• Experience/knowledge of the pharmacy space is required; specialty pharmacy experience preferred
• Strong relationship-building and communication skills, with the ability to adapt communication styles to various audiences
• Proficient in analyzing financial data and driving program growth through data-driven decision-making
• Experience in operational oversight, with a focus on issue resolution and process improvement
• Specialty pharmacy experience