Director Client Success, PBM

ABOUT RIGHTWAY:

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 $2000mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Miami and Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

ABOUT THE ROLE

The Director, Client Success will lead Rightway’s growing Client Success (CS) team within the Pharmacy Benefit Management (PBM) line of business and will be responsible for the overall retention, satisfaction, and growth of the book of business. This person will work closely with Commercial Sales, Implementation, Service Delivery, Product, Marketing, and others to meet client needs and ensure maximum impact and effectiveness of the CS function within PBM.

Accountabilities will include developing PBM-specific CS goals and strategy, optimizing operational processes, developing playbooks and best practices, and leading a high-performing team. This person will also oversee and guide key client relationships and serve as a point of escalation, driving issue resolution internally and externally.

The ideal candidate will be relationship-oriented, operationally adept, outcomes-minded, poised under pressure, and willing to get hands-on to ensure we not only meet but exceed client expectations.

KEY RESPONSIBILITIES

• Lead a team of high-performing Client Success Managers and Associates within PBM
• Evolve the current client segmentation and service model for a scaling PBM organization and manage team capacity and staffing
• Drive and operationalize client renewal, growth (upsell/cross-sell), and retention strategies specific to PBM services
• Build process playbooks, tools, and templates to ensure consistency and scalability of team execution in PBM
• Partner cross-functionally to introduce new processes that optimize internal resources, improve PBM service quality, and enable higher volume output
• Lead strategic PBM account planning, with involvement from key stakeholders across the organization, and ensure actionable and timely execution on plans
• Drive team accountability in meeting PBM client deadlines and delivering on key initiatives, such as churn mitigation and member activation
• Build long-term strategic client partnerships focused on driving significant ROI that result in expanded relationships over time
• Deepen PBM client feedback and data-gathering and develop strategies to address gap areas
• Collaborate with Marketing, Service Delivery, Ops, Product, Analytics, etc. on strategic initiatives and PBM client requests, including influencing roadmap for PBM-specific customizations
• Optimize the client relationship handoff process from Implementation to CS within PBM
• Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
• Oversee executive-level PBM client relationships and facilitate involvement of Rightway’s executive sponsors in key accounts
• Drive annual planning process for CS team, including developing PBM-specific goal and KPI targets
• Travel to important PBM client meetings (e.g., kickoffs) and broker/TPA meetings, support finalist and capabilities as relevant 

ABOUT YOU

• 8+ years of relevant experience in client management, consulting (strategy, healthcare, benefits), or operations
• Minimum 4+ years of experience in the healthcare, PBM, or benefits industry
• Bachelor’s Degree required, PharmD preferred
• Experience leading and developing teams working with complex PBM products
• Operational excellence and ability to work cross-functionally
• Has had primary ownership in strategic PBM account relationships for a sustained period
• Excellent critical thinking skills, combined with the ability to present beliefs clearly and compellingly in verbal and written form, particularly the ability to convey technical/nuanced PBM information in an accessible and understandable manner
• Ability to juggle several high-priority PBM initiatives at once and continuously reprioritize to ensure the most impactful work is accomplished
• Relationship-oriented, with a high degree of comfort managing external PBM stakeholde