Customer Success Senior Manager, Covered Entity Solutions

June 22

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Kalderos

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Redefining how the business of healthcare performs

Technology • Healthcare • Pharmacuticals • 340B Drug Discount Program • Medicaid

51 - 200

💰 $14.9M Venture Round on 2022-09

Description

• Lead covered entity stakeholders through the adoption and production use of drug discount and rebate products and solutions • Work with covered entities, health systems, and state and federal agencies to bring transparency and trust to drug discount programs • Support operations to achieve customer satisfaction and growth to drive retention and expansion of covered entity network • Recruit and support covered entities through onboarding and production operations of products and solutions • Troubleshoot and solve issues with covered entities use of solutions • Work alongside key stakeholders in product, sales, and design as SME to ensure full adoption and high utilization of solutions • Identify opportunities to build efficiency and effectiveness into critical execution activities • Keep covered entities informed on new features, functions, and procedure changes with software • Report and monitor success through key metrics presented in business reviews and customer satisfaction survey results • Routinely review data and related reports to ensure quarterly objectives are met • Schedule and host meetings with covered entities and internal stakeholders for status updates and business reviews • Raise critical covered entity concerns and work with design, product, and data management teams to resolve key issues • Solicit covered entity feedback, identify process improvement opportunities, and recommend system enhancements • Craft and develop messaging campaigns to engage with stakeholders • Author and review help center articles, FAQs, and social media posts to assist covered entities with solutions and understand company vision

Requirements

• Bachelor’s degree in pharmacy, business, science, technology, healthcare administration field or equivalent work experience • 7+ years of professional experience within customer success, implementation, or system onboarding experience • 7+ years of nurturing, maintaining and strengthening customer relationships • 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) • Proven track record of establishing oneself as a strategic trusted advisor to key covered entity stakeholders • Ability to articulate complex concepts to varying audiences with excellent communication skills • Ability to effectively communicate in person or 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

Benefits

• 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