Strategic Client Success Executive - OP

Position Summary:

The Strategic Client Success Executive is the primary owner of the client relationship, responsible for client retention, organic growth, and client satisfaction through the building of long-term, mutually beneficial partnerships with clients. This position serves as the strategic lead on large and complex clients and manages the enterprise strategy and growth road map for those clients. In this capacity, the SCSE must accelerate client value by leading our long-term consultative strategy and overall client relationship to become the client’s trusted advisor. The SCSE is the “face of the company” to our clients, working with client decision makers from the C-Suite and executive healthcare leaders to assess their needs, align RxSense relevant capabilities, products, and services to solve their issues as well as ensure client satisfaction and consistent service.

The SCSE is the liaison and advocate between RxSense and the client regarding requests for system / technical features and functionality, escalated service issues and helping the client grow their business. This role will work with cross functional teams to develop and execute strategy to support client goals and satisfaction. The ideal candidate must possess a thorough understanding of the PBM environment and the broader healthcare system. Exceptional communication, reasoning, negotiation and presentation skills are critical for success. 

Essential Duties and Responsibilities: 

• Develop strong C-suite, SVP, and VP relationships across targeted clients.
• Understand the client’s organization and structure, market, membership, business drivers, key performance indicators, and making the connection between client needs and RxSense capabilities.
• Become a trusted advisor for client decision makers.
• Manage the client contract, ensuring that our financial, technical and operational obligations are met or exceeded; Lead contract renewal process to ensure the best possible solutions are offered to clients.
• Develop, communicate, and execute strategic account plan with RxSense internal teams to drive client growth and satisfaction, inclusive of RFP support, underwriting/pricing assistance, system and product enhancements.
• Monitor client satisfaction throughout the year as measured by issue resolution, growth, and managing to clients’ performance expectations.
• Stay abreast of changing market dynamics within the pharmacy benefit management industry with a particular focus on technology driven competitors and the use of technology to reduce the cost of prescription drug benefits.
• Have superior knowledge of innovations and regulatory compliance in PBM ancillary services such as rebate administration, network management and member tools for health management.
• Lead and drive cross-functional deliverables in partnership with Operations, Product, Engineering, and other departments; communicate regularly with clients and internal partners on the status of their initiatives.
• Collaborate with Operations and Product teams to bring client driven innovations and products to the business for development consideration.
• Continuously learn and be knowledgeable about how our products work and how they can be used to our clients’ competitive advantage.
• Be knowledgeable on the cash discount marketplace; learn and market RxSense’s marketing and analytics capabilities to clients who want to market their own cash discount card.
• Support and lead Performance Guarantee reconciliation efforts to ensure compliance with contractual obligations.
• Work across the business to improve performance in areas with continual PG underperformance
• Manage Service Warranty reconciliation processes to ensure accurate service level tracking and reporting.
• Provide audit support including documentation preparation and response coordination with internal teams and external auditors.
• Assist in the submission of RFP responses to support new business and renewals.
• Oversee and manage contract renewal timelines to ensure deadlines are met without disruption to service.
• Monitor and track contractual commitments, proactively addressing upcoming deliverables and milestones.
• Provide C-suite summarization operational dashboard reporting to demonstrate adherence to contractual obligations, handing Root Cause Analysis in areas of deficiencies.

Qualifications: 

• Bachelor’s degree is required or similar training and/or experience.
• 7+ years of progressively more sophisticated account management experience.
• 5+ years’ experience in pharmacy benefit management, cash discount card marketing and management, or the combination of the two.
• Proven ability to foster strong relationships with trust and credibility at the C-Suite, SVP, and VP levels.
• Client-centric focus with strong consultative skills.
• Demonstrate the initiative and experience to proactively identify issues, plan work and meet goals on schedule.
• Strong analytical and critical thinking skills; ability to build a business case using data, market research and industry knowledge.
• Experience in successfully aligning teams in complex, matrixed organizations to actively manage relationships and work towards common business goals.
• Masterful organizational, communication and leadership skills.
• Excellent written and verbal communication skills with the ability to communicate information and ideas clearly and concisely.
• Proven ability to influence internal and external decision makers.
• The ability to work in a dynamic, growth-oriented company where change is constant.
• This position may be done remotely and will require ~30% travel.

Salary Range: 120,000 - 140,000