Senior Client Success Manager, PBM

Senior Client Success Manager, PBM

We are seeking a dynamic and experienced Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, take a consultative approach to account management, ensuring the delivery of high-quality pharmacy benefits, and driving client satisfaction. This role requires a deep understanding of PBM services, strong communication skills, and the ability to manage complex accounts.

The role includes :

• Responsible for the overall relationship with assigned PBM clients, including managing ongoing client touchbases, contract deliverables, tracking client inquiries and maintaining logs, resolving client escalations when they occur, and ensuring overall client satisfaction
• Maintaining regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations.
• Serving as the initial point of contact for all day-to-day operational inquiries, either from clients directly or from internal team members on behalf of the client. Leads and facilitates all client meetings, including quarterly and annual business reviews
• Partnering with the Implementation team during new client implementations to ensure a seamless transition from implementation to client management post launch
• Responsible for gathering all client requirements for the annual open enrollment process, including benefit changes and any customized requirements
• Participating in client webinars, training, and other forums designed to educate their employees on Righway's PBM solution. Travel to client sites for Open Enrollment or Benefit Fairs may be required
• Identifying trends within issues and working with the operations team and vendor partners to take appropriate preventative measures.
• Working with operations and vendor partners to ensure all requirements and deliverables are met and sent to the client timely and accurately. Ability to track and identify issues and risks that are not being met per contractual obligations.
• Participating in efforts to support standardization across accounts and working in multi-disciplinary teams to design and implement production and operational enhancements.
• Providing ongoing support to Rightway partners which may include, but not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, resolving claims, benefit and enrollment issues.
• Maintaining an understanding of industry trends and providing clients with insights and recommendations on how Rightway's solutions work to address those trends.

The ideal candidate will have :

Salary (before bonus potential) : $125,000 - $145,000

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient's care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We're headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

We are human, first. Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen toand heareach other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

We redefine what is possible. We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

We debate then commit. We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a "yes, and" mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

We cultivate grit. Changing healthcare doesn't happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

We seek to delight. Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members' care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members' success.

Rightway is proudly an equal opportunity employer that believes in strength in the diversity of thought processes, beliefs, background, and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need, and performance.