What are the responsibilities and job description for the Director, Enterprise Customer Success Management position at Alto Pharmacy?
Job Summary
Drive Strategic Partnerships and Lead a High-Impact Team
This is a pivotal leadership role where you will be both a strategic architect and a hands-on driver of success for Alto's Enterprise Partnerships. You will lead the development and execution of our customer success strategy, directly impacting revenue and gross profit. As our Enterprise Partnerships grow, you will build and mentor a high-performing team of Customer Success Managers, ensuring exceptional partner experiences and driving business objectives.
This role demands a strategic thinker who is also a hands-on leader, capable of building strong partnerships and driving tangible results. If you are passionate about transforming the pharmacy experience and leading a dynamic team, we encourage you to apply.
Job Description
Your Impact
Strategic Leadership and Partnership Development:
Serve as the primary relationship owner for key enterprise partners, including pharmaceutical companies, PBMs, health plans, and digital health organizations.
Develop and execute comprehensive customer success strategies that align with Alto’s sales and business goals.
Partner with the Enterprise Partnerships team to refine strategy, forecast financials, and monitor KPIs.
Formulate a clear vision for the Customer Success team, establishing goals and structure for optimal performance.
Balance long term ideal vision with a "sprint" mentality to rapidly test and implement solutions through 2 way doors.
Hands-On Execution and Operational Excellence:
Lead the implementation, launch, and ongoing management of Enterprise Partner programs and customers.
Collaborate with Product & Technology, Data Science, and Operations to develop and deliver customized patient workflows, integrations, and product functionalities.
Serve as the primary point of escalation for service and support issues, ensuring timely and effective resolution.
Work directly with the Care Ops team to provide expert support to Enterprise Partners and affiliated medical practices, enhancing the pharmacy experience for patients and providers.
Analyze customer data to identify at-risk renewals, uncover upsell opportunities, and drive proactive initiatives.
Develop proactive detection mechanisms to identify and address potential partner issues before they escalate.
Implement and refine consolidated reporting to monitor partnership health and performance.
Identify and drive process automation and improvement opportunities across departments.
Lead regular business reviews, both face-to-face and virtual meetings, showcasing Alto’s value, strengthening partner relationships, bringing forth insights on partner performance and identifying opportunities for partnership expansion Become an expert on Alto’s technology platform, including AltoConnect, and lead onboarding and training efforts.
Utilize tools such as Looker and SQL to develop dashboards and monitoring systems to track partner health and performance.
Team Building and Mentorship:
As the Enterprise Partnership segment expands, build, lead, and mentor a team of Customer Success and Implementation Managers.
Foster a culture of collaboration, accountability, and continuous improvement.
Model Alto's values and compliance requirements.
Data-Driven Insights and Optimization:
Utilize practice management reporting and data analysis to identify revenue opportunities, drive patient acquisition, and demonstrate the value of Alto's solutions.
Provide actionable insights and recommendations to optimize partner experience and drive business growth.
proactively find opportunities to expand existing relationships.
Leverage technical experience to effectively collaborate with product and technology teams. Healthcare experience is a significant plus.
What You Bring
Proven track record of achieving or exceeding renewal revenue targets and demonstrating strong account management, sales, and customer success skills.
Deep understanding of the healthcare landscape, including pharmaceutical, PBM, and health plan operations (a significant plus).
Exceptional communication, presentation, and relationship-building skills.
Demonstrated ability to be a quick learner, adapting rapidly to new technologies and processes.
Strong analytical and problem-solving abilities, with a data-driven approach. 1
Experience with product launches, deployments, and technical integrations.
Ability to thrive in a fast-paced, ambiguous environment and build from the ground up.
Experience building, managing, and developing high-performing teams.
Solutions-oriented mindset with a strong sense of urgency and customer accountability.
Financial fluency and the ability to assess ROI.
Experience working across decentralized, complex organizations.
Experience with consultative and solution-based selling.
Strong technical acumen, with experience collaborating effectively with product and technology teams.
Ability to balance strategic vision with a "sprint through 2 way doors" mentality, quickly testing, implementing, and pivoting solutions as necessary.
Experience in developing proactive detection mechanisms to identify and address potential customer issues.
Proficiency in using data analysis tools such as Looker and SQL to develop dashboards and monitoring systems (a plus).
Qualifications
Minimum Qualifications:
Bachelor's degree
12 years of strategic Customer Success or account management experience.
7 years of experience leading a Customer Success or account management team.
Demonstrated experience in delivering or leading CSM, Professional Services, or technical support, including building new teams.
Ability to travel up to 30% as needed.
Proven ability to present effectively, communicate clearly in writing, and demonstrate strong interpersonal skills.
Experience leading cross-functional initiatives within mid-to-large organizations.
Demonstrated project management skills and a data-driven approach to process improvement.
Preferred Qualifications:
Experience driving partnerships and relationships in a remote-first environment.
Proficiency with Salesforce CRM.
Experience working in a dynamic, fast-paced, high-growth startup environment.
Ability to frame and describe complex customer problems and collaborate with cross-functional teams for resolution.
Experience in the medical, health information technology, digital health, or pharmaceutical industries.
Additional Information
Additional Physical Job Requirements
Reading English, comprehending, and following simple oral and written instructions.
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Assessing the accuracy, neatness and thoroughness of the work assigned.
Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
Frequent repeating motions required to operate a computer or phone that may include the wrists, hands and/or fingers.
Environmental Conditions: occasional exposure to low temperatures or high temperatures, outdoor elements such as precipitation and wind, and noisy environments.
Physical Activities:
Occasionally ascending or descending stairs, ramps and the like.
Moving about to accomplish tasks and/or moving from one worksite to another.
Adjusting or moving objects up to 20 pounds in all directions.
Operating motor vehicles.
Occasional sedentary work that primarily involves sitting/standing/driving/flying
Salary and Benefits
Salary Range:
OTE Range: $192,000 - $240,000
Base: $153,600 - $192,000
Variable: $38,400 - $48,000
Commission Eligible: Yes
Equity Eligible: Yes
Travel: Yes - Required up to 30% of the time
Location Requirement: Employment at Alto is limited to individuals residing in the following states: Arizona, Arkansas, California, Colorado, Florida, Kansas, Maryland, Missouri, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Washington (WA), and Wisconsin.
Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. At this time, Alto is unable to sponsor or take over sponsorship of an employment Visa.
Benefits: Full-time employee benefits include: Multiple group medical, dental and vision plans to choose from, 401(k) plan, group life, AD&D, FSA/HSA, employer paid STD/LTD, Take-What-You-Need vacation time, accrued paid sick time, 11 paid holidays (7 for Pharmacy and Care teams), 8 weeks paid parental leave for eligible employees.
Application deadline: March 3, 2025
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Alto Pharmacy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at CandidateHelp@alto.com.
Alto Pharmacy considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, and New York City Fair Chance laws. We are an E-Verify participating company.
To learn about Alto's privacy practices including compliance with applicable privacy laws, please click here.
Salary : $192,000 - $240,000
