Customer Success Manager

Who We Are

Claritas Rx is a venture-backed digital health startup that brings clarity to the challenges of specialty biopharmaceutical products in the marketplace. In today’s highly complex specialty networks, our mission is to illuminate the patient experience beyond the clinical trial. Claritas Rx leverages a proprietary technology platform and deep manufacturer expertise to automate and integrate channel, commercial, and clinical data and help biopharmaceutical companies generate actionable business insights. Our work uncovers the real-world variables impacting patient access, duration of therapy, and other metrics key to commercial success, making a real impact on patient healthcare.

The Position

At Claritas Rx, Customer Success Managers own the customer relationship and are responsible for the overall success of their clients. CS Managers are relationship owners, partnering with clients during implementation and post go-live to ensure they achieve maximum value from Claritas Rx solutions. They guide adoption, oversee ongoing data delivery, and provide consultative support tailored to client needs..  Our CS Managers are active advisors to both our customers and our broader CS team. They are data curious, enjoy analytical problem solving, are learning-oriented and enjoy coaching and collaborating with other team members to solve a variety of business problems.

Key Accountabilities 

• Responsible for the client’s overall success.
• During program implementations, work closely with the project Engagement Manager to ensure solutions are delivered on time. Post implementation, manage the client program as the main point of contact, ensuring requests are tracked, documented, and resolved in a timely manner.
• Serve as a proactive communication partner, internally advocating for client needs and ensuring oversight of open requests and tickets.
• Nurture strong customer partnerships, proactively addressing client needs and ensuring satisfaction and client's overall success.
• Facilitate internal and external customer meetings (status update calls and regular Business Reviews), including preparing agendas, documentation and follow up.
• Manage relationships with internal groups (Business Analyst, Solutions Architect, Data Ops, Production Support, Dev etc) to facilitate customer needs and requests and triage accordingly.
• Manage roll-out of new product features to customers, including training relevant users and communicating updates with management. 
• Ensure data quality in customer deliverables via rigorous quality review prior to release and ongoing during subscription.
• Serve as a subject matter expert on commercial data for our customers and identify opportunities to use data in our solution to solve customer business challenges.
• Support the development of team members, including mentoring junior colleagues when applicable.
• Work with the Product team to inform portfolio of product features across customers, to leverage synergies and maximize scalability of product. 
• Contribute as needed to Claritas Rx’s growth in other areas including business development, communications, marketing, training, finance, and human resources.

Please note:  This role requires periodic travel to customer sites, industry events and company offices. Travel is estimated at up to 25% quarterly, depending on customer needs and business priorities.

Who You Are 

Required: 

• Deep knowledge of biopharmaceutical marketing, managed markets or distribution
• A creative approach to analytical problem solving and a relentless passion for quality
• Excellent attention to detail and written and oral communication 
• Excellent quantitative analysis skills and expert-level proficiency with Microsoft Excel 
• Track record of building customer relationships and managing client-focused projects and demonstrated capabilities in: 
• Problem solving and resolution
• Project management and organizational skills
• Expectation Setting
• Listening and Seeking to Understand
• Verbal and written communication skills
• Solution Knowledge
• Empathy
• Grit - Tenacity

Preferred: 

• 5+ years of experience in a healthcare consulting role.
• Experience with Claritas Rx in the use of Quickbase to support client programs.
• Familiarity with healthcare data sources (transactional, clinical, behavioral).   
• Experience in a commercial capacity at a pharma/biotech manufacturer or health tech startup is a plus.
• MBA or other related graduate-level degree a plus (including public health, engineering/ops, IT or statistics-related training).