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Senior Manager of Customer Success, Covered Entity Solutions
2 months ago
At Kalderos, we are dedicated to developing integrative technologies that foster transparency, trust, and fairness across the healthcare landscape, particularly in pharmaceutical pricing.
Our success is defined by our ability to empower the healthcare sector to prioritize the well-being of individuals.
This achievement is fueled by Kalderos' most valuable resource: our team.Our workforce is energized by the challenges we tackle, motivated to innovate, and thrives on collaborative feedback.
We are passionate about our mission and are seeking individuals who share our vision.
Your Role
As a Senior Manager of Customer Success, you will guide covered entity stakeholders through the implementation and operational use of our drug discount and rebate solutions.
Your collaboration with covered entities, healthcare systems, and governmental agencies will be crucial in enhancing transparency and trust in drug discount initiatives.
You will play an essential role in supporting operations to ensure customer satisfaction and growth, ultimately driving the retention and expansion of our covered entity network.
Kalderos is committed to providing the necessary resources and training to help you excel in this influential role, with significant exposure to our leading sales executives, centers of excellence, and founding team members.
Our dedication to customer success is realized through proactive partnerships and the delivery of top-tier solutions.
Key Responsibilities- Recruit and assist covered entities during onboarding and operational phases as they utilize our solutions that optimize compliance with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Discount Pricing Program.
- Engage in proactive account monitoring and stakeholder management.
- Troubleshoot and resolve issues that arise during the use of Kalderos solutions by covered entities.
- Collaborate with key stakeholders in product, sales, and design as a subject matter expert (SME) to ensure full adoption and high utilization of Kalderos solutions for optimal business value.
- Identify opportunities to enhance efficiency and effectiveness in critical execution activities.
- Keep covered entities updated on new features, functions, and procedural changes related to Kalderos' software.
- Compile and present information for customers and internal stakeholders for status updates and business reviews.
- Monitor success through key metrics reported in business reviews and customer satisfaction surveys.
- Review data and related reports to ensure quarterly objectives are achieved.
- Schedule and facilitate meetings with covered entities and internal stakeholders for status updates and business reviews.
- Address critical concerns from covered entities and collaborate with design, product, and data management teams to resolve key issues promptly.
- Solicit feedback from covered entities, identify opportunities for process improvements, and recommend system enhancements.
- Develop messaging campaigns to proactively engage with new and existing stakeholders.
- Author and review help center articles, FAQs, and social media content to assist covered entities in effectively using our solutions and understanding our vision for redefining healthcare operations.
- Bachelor's degree in pharmacy, business, science, technology, healthcare administration, or equivalent experience.
- 7+ years of professional experience in customer success, implementation, or system onboarding.
- 7+ years of experience in nurturing and strengthening customer relationships.
- Strong project management skills with the ability to manage multiple priorities and escalations effectively.
- High proficiency with office software (e.g., Google for Business Applications or Microsoft Office).
- Proven track record as a strategic trusted advisor to key stakeholders.
- Excellent communication skills, capable of articulating complex concepts to diverse audiences.
- Strong analytical skills to interpret product utilization data and customer requirements, driving 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.
- Advanced degree in pharmacy, life sciences, healthcare administration, or accounting.
- Registered pharmacist experience in clinical or retail settings.
- 3+ years of experience with the 340B program and/or the Medicaid Drug Rebate Program.
- Project Management certification or training (PMP, PRINCE2, SAFe, or equivalent).
- Familiarity with retail pharmacy, hospital pharmacy billing systems, or EMR/EHR.
Expected salary range: $120,000 - $130,000 base + bonus.
Highlighted company perks include:
- Medical, Dental, and Vision benefits.
- 401k with company match.
- Flexible PTO with a minimum of 10 days.
- Opportunities for professional growth.
- Mobile & Wifi reimbursement.
- Commuter reimbursement.
- Donation matching for charitable contributions.
- Travel reimbursement for healthcare services unavailable near your residence.
- Reimbursement for new employee home office setup.
We thrive on collaboration, believing that every voice matters. Our best work emerges when we unite to tackle challenges.
We empower one another and ensure that all perspectives are valued.
Recognizing the importance of feedback for growth, we have integrated it into our culture.
Curiosity drives us, and our communication channels are filled with insightful discussions about our industry and beyond.
Equal Opportunity Commitment
Kalderos is proud to be an equal opportunity workplace, committed to diversity and inclusion regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
