Senior Customer Success Manager, Pharmaceutical Industry
2 days ago
Kalderos is a pioneering technology company that is revolutionizing the healthcare industry by providing unifying solutions that bring transparency, trust, and equity to the entire healthcare community. Our mission is to empower healthcare professionals to focus on improving patient outcomes, and we are committed to achieving this goal through our innovative products and services.
Job SummaryWe are seeking an experienced Senior Customer Success Manager to join our Customer Operations team. As a key member of our team, you will be responsible for leading customer success teams in achieving satisfaction and growth, ultimately driving retention and expansion. You will work closely with our top account executives, cross-functional teams, and senior leadership to foster proactive partnerships and provide best-in-class services.
Key Responsibilities- Lead customers through the onboarding process and provide ongoing support as they interact with our products and services that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Pricing Program.
- Minimize customer escalations through proactive account monitoring and stakeholder engagement/management.
- Engage customers and work alongside our product, sales, and design teams as a subject matter expert (SME) to ensure full adoption and high utilization of Kalderos solutions to achieve optimal business value.
- Maintain a clear understanding of customer success criteria and goals achievement and align with Kalderos objectives and key results (OKRs).
- Routinely review data and related reports to ensure quarterly objectives are met.
- Review validated dispute reports to state agencies for accuracy and completeness.
- Engage US states in dispute resolution on behalf of customers.
- Troubleshoot and solve issues that arise among various drug duplicate discount stakeholders.
- Schedule and host meetings with customers and internal stakeholders for status updates and business reviews.
- Report and monitor success through key metrics presented in business reviews and customer satisfaction survey results.
- Raise critical customer concerns and work with design, product, and data management teams to resolve key issues in a timely manner.
- Build and maintain intra-departmental workflows.
- Solicit customer feedback, identify process improvement opportunities, and recommend system enhancements.
- Identify opportunities to build greater efficiency and effectiveness into critical execution activities.
- Keep customers informed on new features, functions, and procedure changes with Kalderos' software.
- Bachelor's degree in business, science, technology, or healthcare administration field.
- 7+ years of professional experience building and maintaining customer relationships.
- 5+ years of demonstrated experience in administering and/or implementing a medical claims, healthcare data management, or similar SaaS/cloud-based product.
- 5+ years of experience working with Salesforce or equivalent CRM system.
- Strong project management skills with ability to effectively handle multiple escalations and priorities at once.
- High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office).
- Experience with data manipulation / data analysis using Tableau, Power BI, or SQL, and exceptional Excel skills.
- Proven track record of establishing oneself as a strategic trusted advisor to industry-leading customers.
- Ability to articulate complex concepts to varying audiences with excellent communication skills.
- Ability to effectively communicate via virtual meeting and collaboration software.
- Strong analytical skills with the ability to process and interpret product utilization data and customer requirements, to help drive adoption and ROI.
- Excellent organization skills with ability to work independently, prioritize and multi-task with minimal direction.
- A sense of timeliness and urgency to address issues and resolve them expeditiously.
- High standards for excellence and strict adherence to policies, controls, procedures, and timelines.
- Advanced degree in pharmacy, life science, healthcare administration, or accounting.
- 3+ years experience with the 340B program and/or the Medicaid Drug Rebate program (pharmacies, hospitals, clinics, PBMs, state/federal agencies).
- Working knowledge of retail pharmacy and/or hospital pharmacy billing systems.
- Medical, Dental, and Vision benefits.
- 401k with company match.
- Flexible PTO with a 10 day minimum.
- Opportunity for growth.
- Mobile & Wifi Reimbursement.
- Commuter Reimbursement.
- Donation matching for charitable contributions.
- Travel reimbursement for healthcare services not available near your home.
- New employee home office setup reimbursement.
- We thrive on collaboration, because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
- We empower each other and believe in ensuring all voices are heard.
- We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture.
- We're curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.
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