• Job Description

  Req#: 1158
  From Intake to Outcomes, CareMetx is dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators. CareMetx is a growing organization that has developed an industry leading patient access platform coupled with our service center team. The blend of technology and services is core to our offering for pharmaceutical manufacturers.
  Job Title: Customer Success Manager, Customer Success
  Reports to: Chief Customer Officer
  POSITION SUMMARY:
  The Customer Success Manager will play a critical role in the Customer Success department. Specifically, the Customer Success Manager will orchestrate, motivate, and liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. This hands-on, “roll-up-your-sleeves” position requires a high-energy, well-rounded operational and tech savvy customer account management professional.
  PRIMARY DUTIES AND RESPONSIBILITIES:
  1. Operate as the primary point of contact for small to mid-size customers; adroitly handles escalations and engages with appropriate CareMetx team members for effective resolution
  2. Own effective and timely triage of customer requests, including triage, vetting, documentation of Change Requests, managing customer expectations for delivery and providing meaningful updates to customers.
  3. Develop a trusted advisor relationship with key customer stakeholders and executive sponsors; establishes and promotes goodwill with clients
  4. Develop and execute on Customer Success Management plan for each customer.
  5. Proactively performs program oversight for assigned book of business - ensures products and services meet the contractual needs, implementations are meeting agreed upon milestones.
  6. Prepares regular customer status dashboards to support visibility of status, risks and next actions to broad set of stakeholders, both internal and external
  7. Leads and prepares for regular cross functional internal and external customer status meetings
  8. Drafts and ensures timely execution of Client Authorization Forms (CAF’s) - financial approval for changes.
  9. Supports timely and comprehensive renewal of annual budgets and contracts for customers.
  10. Ensures timely and accurate billing set up, so that invoices are submitted to customers for revenue capture, and performs follow up as needed for payment receipt.
  11. Performs project management customer issues/requests not assigned to PMO; when PMO is assigned, is an active participant in the implementation team to provide oversight, and supports PMO in negotiating with customer and internally for resources, delivery dates, requirements clarification, etc.
  12. Analyzes and synthesizes program level reporting and shares insights with customer team both internal and external
  13. Provides support to RFI/RFP process in the form of answering questions, creating slides for decks, participating in prospective customer meetings as subject matter expert on implementation and customer success.
  14. With support from department leadership, coordinates efforts to execute in a timely manner for new clients, the Master Service Agreement, Statement of Work, Letters of Intent or other legal documents to establish the client arrangement.
  15. Review and provide input on Material Service Agreements.
  16. Develop a partnership relationship with Program Operations to service clients with accountability that client needs are met, and that Program Operations has full support of the Business Development and Account Management team in executing the terms of the contract.
  17. Execute a leadership role in client account management as follows:
      • Participate in client launch teams
      • Work collaboratively with Operations to meet client needs upon program implementation
      • Participate in weekly (or predetermined frequency) client team calls to stay abreast of client needs
      • Work in partnership with the Operations leadership to plan client Quarterly Business Reviews.
      • Undertake data analysis of client programs, in collaboration with Operations
  Qualifications
  Education and Experience:
  • BS/BA in business, healthcare, computer science or equivalent experience
  • Knowledge and experience in sales of healthcare enterprise software, health plan operations, provider relations, patient services, brand agency or other related areas.
  • Documented track record of managing service programs.
  • Documented record of meeting and exceeding execution/success targets.
  • 3-8 years of healthcare enterprise software, technology or operations experience
  • College degree required; or equivalent work experience.
  Minimum Skills and requirements
  • 3-8 years’ experience in Health Plan/Ancillary Benefit Plan Account Management or Operations, Specialty Pharmacy, Pharmaceutical or HUB Services
  • Ability to communicate effectively through verbal, written and presentation skills.
  • Must have account leadership and organization skills.
  • Must be able to work as an effective account internal representation and collaborative team member.
  • Must have knowledge of current best practices in all aspects of strategic corporate and integrated operations.
  Physical Requirements:
  • Ability to remain seated in a stationary position for prolonged periods.
  • No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required.
  • Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices)
  • Overnight business travel required.
  Work Environment
  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  The noise level in the work environment is usually moderate.
  
  Schedule
  • Must be flexible on schedule and hours
  • Travel will be required
  CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.
  At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.
  CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.
  CUSTOMER SUCCESS MANAGER LEVELING
  Level	Attribute/Achievement
  Customer Success Manager	Customer Base: Primarily Mid-Size Accounts, 5-10 Presentation skills: demonstrated proficiency Renewals & Budgets: Supports Industry/Saas Expertise: 3-8 years healthcare or pharma, technology exposure a plus Leadership not required
  Associate Director, Customer Success	Customer Base: Mix of Mid-Size and Key Accounts, 5-10, with greater level of complexity Presentation Skills: Well developed presentation skills Renewals & Budgets: Actively engaged in renewals and budgets Industry/Saas Expertise: 5-10 years healthcare or pharma, with technology exposure Demonstrated leadership exposure/potential, at project or customer level
  Director, Customer Success	Customer Base: Primarily Mid-Size to Enterprise, 4-8, with greater level of complexity Presentation Skills: Highly developed presentation skills - some mentoring of junior team members Renewals & Budgets: Advisor for renewals and budgets Industry/Saas Expertise: 8+ years healthcare or pharma, with technology exposure Demonstrated leadership experience at process, project or customer level
  Sr. Director, Customer Success	Customer Base: Primarily Enterprise, 2-5, with high level of complexity Presentation Skills: Highly developed presentation skills - mentor and role model for junior team members Renewals & Budgets: Advisor for renewals and budgets Industry/Saas Expertise: 10+ years healthcare or pharma, with technology expertise Demonstrated leadership track record at process, project or customer level
  VP, Customer Success	Customer Base: Primarily Enterprise, 2-5, with highest level of complexity Presentation Skills: Highly developed presentation skills - significant role as mentor and role model for junior team members Renewals & Budgets: Leader for renewals and budgets; capable of driving growth Industry/Saas Expertise: 10+ years healthcare or pharma, with significant technology expertise and familiarity with CMTX or HCS specific systems and processes Leadership track record at process, people, project or customer level
  SVP, Customer Success	Customer Base: Primarily Enterprise, 1-3, with highest level of complexity Presentation Skills: Highly developed presentation skills - management responsibility for junior team members Renewals & Budgets: Leader for renewals and budgets; capable of driving growth Industry/Saas Expertise: 12+ years healthcare or pharma, with significant technology exposure Sustained Leadership track record at process and people level
  
  

• About the company

  From Intake to Outcomes, CareMetx is dedicated to supporting the patient journey by providing hub services, innovative technology and decision-making data to pharmaceutical, biotechnology and medical device innovators. New Product Launch...

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