ConnectiveRx is a leading, technology-enabled healthcare services company. We work strategically with hundreds of biopharmaceutical manufacturers to help commercialize and maximize the benefits of specialty and branded medications. Our mission is to simplify how patients get on and stay on therapy. We fulfill our mission by providing our customers with innovative services such as patient and provider messaging, the design and operation of copay, vouchers and patient affordability programs, and hub services, all of which accelerate speed-to-therapy and help improve outcomes for manufacturers, healthcare providers and patients.
ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit ConnectiveRx.com
What you will do:
Customer Success is defined as helping customers achieve their business outcomes through the use of CRx products and services. The Sr. Customer Success Manager is a core member of the Patient Access Solutions team accountable for driving client satisfaction of service programs of higher complexity. As a Sr. Customer Success Manager, you will be responsible for building and maintaining strong, strategic partnerships with customers and achieving optimal customer satisfaction. You will build customer profiles, environmental analysis, capture frequent customer feedback and create customer centric strategic account plans balanced with proactive CRx solution recommendations. In addition, you will be responsible for the entire customer journey including but not limited to strategic planning, budget & PO planning & forecasting, contracting, client escalation and issue resolution.
Responsible for client satisfaction and client management. Build relationships with clients based on trust and respect. Act as the client advocate. Resolve complaints and prevent additional issues by implementing or suggesting process improvements.
Develop and maintain a strategic partnership with client. Collect and analyze data on brand strategies, company strategies and industry trends to propose appropriate strategic initiatives. Collaborate with client to conduct user interviews, field sales interviews and attend brand & sales meetings as appropriate.
Develop effective written and verbal client communications including, but not limited to quarterly business reviews, project charters, business cases, program roadmap, stakeholder and client presentations.
Collaborate with key internal stakeholders for implementation initiatives, enhancement initiative, quality initiatives and client growth strategies including but not limited to Operations, Technology, Product Development, Project Management, Affordability and Messaging.
Meet all administrative duties, which may include but is not limited to: Human Resource requirements, training requirements, and expense reporting. Abide by all ConnectiveRX business standards and practices.
Exemplify a commitment to ConnectiveRx mission and values.
Serve as department SME for client portfolio and assist with RFI & RFP presentations as requested.
Serve as department SME and assist with new hire onboarding and continuous training of account managers
What we need from you:
5-7 years’ experience in account management or customer success management with client relationship management. Experience in life sciences/healthcare/pharmaceutical/healthcare technology industry
Bachelor’s degree, Master’s degree (preferred) or equivalent experience
Knowledge of Pharmaceutical Industry/Healthcare/Health Insurance/Healthcare Technology/Life Sciences/Pharmacy/Hub services, client management and customer success, strategic planning and implementation and contracting renewal process
Broad knowledge of ConnectiveRx products, services and client brand strategy
Client development, relationship & conflict management, C suite data analysis and presentation. Proficiency in Microsoft Office applications
Self-motivated with a collaborative spirit, top notch client management skills, detailed and solution oriented, excellent written and verbal communication skills, ability to handle multiple projects and tasks
How often will we need you to travel?
There may be periodic travel and it could be up to about 30%. Don’t worry, we’ll give you a cool playlist to listen to.
Why work with us?
Excellent company culture, fun events, and volunteer opportunities