Technical Partner Relationship Manager

September 6

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SmithRx

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SmithRx is a tech-forward PBM committed to changing the way pharmacy benefits are managed.

Healthcare • Pharmaceuticals • Healthcare IT • Pharmacy Benefit Management • Pharmacy Benefits Management

51 - 200

💰 $20M Series B on 2022-03

Description

•The Customer Success Team is focused on helping SmithRx’s clients derive the full value of their PBM services. •As a Partner Relationship Manager, you will be responsible for ensuring the complete post go-live success and collaboration with TPA and Data Partners. •You will bring strong industry, technical and product knowledge and serve as a trusted advisor and business partner for the Partners’ operational leadership. •You will be accountable for Partner satisfaction and relationship. •Build trusting relationships with Partners’ operational leadership. •Maintain a comprehensive understanding of business and technical challenges faced by customers. •Apply cross-functional project management to drive resolution for escalated client issues, coordinating internal and external teams as necessary. •Identify product gaps by conducting business impact assessments and managing partner expectations. •Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is in place. •Coordinate additional customization, product development requests, or new product education with partners. •Troubleshoot and coordinate resolution of partner issues. •Leverage SmithRx resources with knowledge of our products to provide relevant adoption, best practices and technical recommendations on solutions and enhancements configured to meet customers’ business needs. •Ability to be a change agent and drive an initiative from concept to fruition.

Requirements

•Bachelor’s degree of equivalent work experience required. •5+ years of working knowledge of healthcare benefits, pharmacy benefits, or commercial health insurance •3+ years of experience in a client-facing role, preferably in Customer Success or Account Management •3+ years of working experience with technical data file exchange (EDI or ETL) •An obsession with customer experience and customer satisfaction •A passion for solving difficult problems together in collaboration with the broader team •Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue •Experience in relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved •Ability to work independently as well as part of an extended, cross-functional team •Self-driven, results-oriented work ethic with a positive outlook •Ability to take initiative with little to no direction •Must be able to manage multiple objectives at one-time •Be transparent and honest in a positive, professional and polite manner •Conflict resolution skills •Empathic communicator with a consultative approach, able to see things from other person's point of view

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