Client Retention Director

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company.  Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.  With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
• Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
• Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.

Job Summary:

A Client Retention Director is dedicated to partnering with Sales, Account management, the Commercial team, Legal team, and other cross functional partners to successfully retain and renew strategic or named clients with favorable terms and conditions.  Our future teammate will maintain a portfolio of enterprise level active, strategic, customers with complex projects across all verticals and product lines. The CRD is tasked with aligning expectations, goals, and desired outcomes with the client and SmithRx’s value proposition. They will also work tirelessly to identify opportunities for expansion and support the sales team in demonstrating the value of these opportunities. 

The Client Retention Director is responsible for independently leading through the renewal and RFP process for existing clients and working as a member of a collaborative team. The role will be responsible for proactive management of the renewal schedule for assigned clients working with the business units, Legal, and Finance. This role will prepare internal renewal strategy materials, facilitate client-ready renewal proposal packages for clients, facilitate client commitment to terms, and memorialize such in a contract. Partnering with Sales and Customer Success Leaders, the Client Retention Director will deploy best practices and efficient use of internal resources without compromising baseline terms, scope, or financial terms and identifying potential growth opportunities during the renewal process.

The kind of problems you'll help us solve:

• What does ongoing engagement and strategy look like for our Strategic Customers, and how can we apply it across products?
• How can our customer, defined as strategic in nature, become a SmithRx champion that aids in both renewal rates as well as the growth of our ARR?
• What behaviors can we solidify to ensure our product offerings align with the success of the customer base now and in the years ahead?
• How can we identify opportunities for expansion within our Strategic Customer base?

In order to be eligible for this position applicants must be based in on of the following states: Arkansas, Arizona, California, Colorado, Florida, Georgia, Kansas, Minnesota, Missouri, Nevada, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin.

What you will do:

Retention and Renewal Activities

• Facilitate and lead the creation of account renewal plans with the Customer Success Executive leadership.
• Set named deal renewal strategies in collaboration with the assigned Customer Success Lead.
• Create and deliver customer presentations for online and on-site meetings.
• Lead development and training for renewal package presentations.
• Partner with the Account Manager(s) on customer experience and current pulse, including upskilling AM’s related to retention conversations
• Participate in RFI and RFP submissions for competitive renewals.
• Manage and lead contract negotiations, providing needed contract scope and term for efficient completion with the Commercial team and Legal.
• Target to complete most renewals by 60-90 days prior to the renewal effective date.

Customer Relationship Activities

• Facilitate discussions to accurately capture and manage customer goals, objectives, and expectations throughout the lifecycle of the relationship.
• Establish a strong rapport, research, co-create strateg