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Role Description

The Customer Success organization helps SmithRx’s clients derive the full value of their PBM services. We build and manage effective relationships with customers’ operational leadership, communicating the value of our services in the context of customers’ business objectives with the goal of retaining high performing, satisfied customers. We identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.

As the Manager of the Implementation team, you lead a high caliber team of implementation professionals responsible for the overall implementation, project management and relationship management of SmithRx customers for a successful onboarding to our solution.

You will bring strong industry and product knowledge and serve as a trusted advisor and business partner for our client’s leadership. The Customer Success organization begins involvement with their clients at implementation kick-off and develops and executes the project planning for new clients and changes with existing clients, orchestrating the involvement of additional SmithRx teams to ensure the client is achieving its stated business goals.

• Provide people management and strategic leadership to our implementation team including: new group implementation assignments, new group implementation go live audits, and implementation documentation.
• Oversees and supports multiple implementation projects. May directly lead the largest or most-complex client implementations and channel partner implementations.
• Ensures that implementations are completed on time, within budget, and meet client expectations.
• Provides input to strategic decisions that affect the implementation processes and team members.
• Develops and implements policies, procedures and training including: client on-boarding, process documentation, testing, troubleshooting, and client training.
• Build a strong and cohesive team by providing leadership to direct reports through coaching, setting strategic direction and applying working knowledge of systems and procedures.
• Accountable for customer satisfaction of the client implementation.
• Support sales in finalist meetings, representing the SmithRx approach to delivering high-touch implementation support.
• Maintain a comprehensive understanding of business challenges faced by customers.
• Manage cross-functional issue resolution for client escalations, ensuring internal and external teams are coordinated as necessary.
• 10% travel may be required.

Qualifications

• Bachelor’s degree required
• Requires 5+ years of managerial experience
• Requires 8+ years of implementation and project management experience, managing multiple projects simultaneously
• Requires previous experience within healthcare, pharmacy benefits management (PBM), and third-party administrator (TPA)
• Ability to work independently as well as part of an extended, cross-functional team
• Conflict resolution skills
• Empathetic communicator with a consultative approach, able to see things from other person's point of view
• Robust analytical skills; advanced skills in Microsoft Excel and ability to work in different systems simultaneously
• Strong communication skills via face-to-face meetings, conference calls and written correspondence
• Self-starter mentality: ability to make informed decisions, find creative approaches to difficult challenges, and deliver on commitments
• Execution-focused ethos - you are a solutions-oriented problem solver and efficiency driven
• Flexible, adaptable, and able to respond under the pressure of a fast-paced technology company

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• 12 Paid Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities