Senior Client Success Manager, Healthcare Solutions

2 weeks ago

Chicago, Illinois, United States Kalderos Full time
Position Overview

About Kalderos
At Kalderos, we are dedicated to developing innovative technologies that enhance transparency, trust, and fairness within the healthcare sector, particularly in pharmaceutical pricing. Our success is defined by our ability to empower the healthcare community to prioritize improving patient health.

Role Summary
As a vital member of the Customer Operations team, the Senior Client Success Manager collaborates closely with our esteemed clients during the implementation and ongoing utilization of our drug discount and rebate solutions. This role is crucial in leading customer success initiatives to ensure satisfaction and growth, ultimately driving retention and expansion.

Key Responsibilities

  • Guide clients through the onboarding journey and provide continuous support as they engage with our solutions that align with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Pricing Program.
  • Proactively monitor accounts to minimize escalations and enhance stakeholder engagement.
  • Collaborate with clients and internal teams as a subject matter expert (SME) to ensure comprehensive adoption and optimal use of Kalderos solutions.
  • Maintain a thorough understanding of client success metrics and align them with Kalderos' objectives and key results (OKRs).
  • Conduct regular reviews of data and reports to confirm quarterly goals are achieved.
  • Verify the accuracy and completeness of validated dispute reports submitted to state agencies.
  • Engage with U.S. states for dispute resolution on behalf of clients.
  • Address and resolve issues among various stakeholders involved in drug duplicate discount processes.
  • Organize and facilitate meetings with clients and internal teams for updates and business reviews.
  • Monitor success through key performance indicators presented in business reviews and client satisfaction surveys.
  • Identify and escalate critical client concerns, collaborating with design, product, and data management teams for timely resolutions.
  • Establish and maintain effective workflows within departments.
  • Solicit client feedback to identify opportunities for process improvements and recommend system enhancements.
  • Identify avenues to enhance efficiency and effectiveness in key operational activities.
  • Keep clients informed about new features, functionalities, and procedural updates related to Kalderos' software.

Qualifications

  • Bachelor's degree in business, science, technology, or healthcare administration.
  • 7+ years of experience in cultivating and sustaining client relationships.
  • 5+ years of experience in managing or implementing healthcare data management or similar SaaS/cloud-based products.
  • 5+ years of experience with Salesforce or comparable CRM systems.
  • Strong project management capabilities with the ability to manage multiple priorities effectively.
  • High proficiency in office software (e.g., Google Workspace or Microsoft Office).
  • Experience in data analysis using tools like Tableau, Power BI, or SQL, along with advanced Excel skills.
  • Proven ability to establish oneself as a trusted advisor to leading clients in the industry.
  • Excellent communication skills with the ability to convey complex concepts to diverse audiences.
  • Strong analytical skills to interpret product utilization data and client needs to drive adoption and ROI.
  • Exceptional organizational skills with the ability to work independently and prioritize tasks.
  • A sense of urgency and timeliness in addressing and resolving issues.
  • Commitment to high standards of excellence and adherence to policies and procedures.

Preferred Qualifications

  • Advanced degree in pharmacy, life sciences, healthcare administration, or accounting.
  • 3+ years of experience with the 340B program and/or the Medicaid Drug Rebate program.
  • Familiarity with retail pharmacy and/or hospital pharmacy billing systems.

Compensation
Expected Salary Range: $120,000 - $135,000 base + commission

Company Benefits

  • Comprehensive medical, dental, and vision coverage.
  • 401k plan with company matching.
  • Flexible paid time off policy with a minimum of 10 days.
  • Opportunities for professional growth.
  • Reimbursement for mobile and internet expenses.
  • Commuter benefits.
  • Donation matching for charitable contributions.
  • Travel reimbursement for healthcare services unavailable locally.
  • Reimbursement for home office setup for new employees.

Work Culture

  • We foster a collaborative environment, valuing every voice and believing that teamwork leads to the best solutions.
  • We empower one another and ensure all perspectives are acknowledged.
  • We prioritize feedback as a cornerstone of individual and organizational growth.
  • We encourage curiosity and in-depth discussions within our community.

Equal Opportunity Statement
Kalderos is committed to creating an inclusive workplace and is proud to be an equal opportunity employer, ensuring equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Participation in E-Verify

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