Strategic Customer Success Executive - REMOTE

POSITION SUMMARY

Truveris is hiring a Strategic Customer Success Executive with a strong background in pharmacy benefits and relationship management. The qualified candidate has over 10 years of experience working for a Pharmacy Consulting firm or Pharmacy Benefit Manager (PBM) and can speak knowledgeably as a subject matter expert about pharmacy benefits. This individual is able to work in a fast-paced environment, has strong organizational skills, and is able to provide strategic solutions to align with customer priorities.

The Strategic Customer Success Executive is accountable for leading customer relationships for the organization. Individual is responsible for the long-term strategy of each customer with the expectation of 100% retention. The Strategic Customer Success Executive drives strategic account planning; manages a cross-functional team; identifies and addresses challenges and opportunities; prioritizes and orchestrates appropriate resources to support customers; builds relationships with large direct to employer and public sector customers; and accompanies the sales team in key prospect meetings as the Customer Success representative.

As the customer advocate within the organization and to PBMs, the ideal candidate for this position has a strong independent voice with superb relationship skills, an analytical mind, and meticulous attention to detail.

The Strategic Customer Success Executive position will be a permanently remote role. We are open to candidates based anywhere in the US.

RESPONSIBILITIES

Key responsibilities for this role are centered around strategy, relationship management, growth, customer retention, and customer satisfaction.

Strategy

• Identifies strategic opportunities and maintain deliver value to customers
• Creates, maintains, and executes the strategic account plans for assigned book of business
• Develops and manages relationship mapping for customer management
• Collaborates with Senior Leadership on customer strategies for delivery, growth, and customer retention
• Proactively identifies risks, leveraging internal resources as needed
• Identifies and leads opportunities to expand solutions and partnerships with customers
• Stays abreast of current and emerging pharmacy trends, unique opportunities and challenges of the space/markets and geographies in which customers operate, and understands how it affects business and initiatives

Relationship Management

• Serves as an expert Consultant partner to share expertise and drive successful results, leading strategies and solutions for assigned customers
• Demonstrates clear ownership for book of business and a strong advocate for customer with internal/external partners
• Meets with customers regularly, both in-person and virtually
• Proactively identifies touch point opportunities to engage with customers
• Develops effective relationships with internal business partners, key stakeholders, and senior leadership
• Builds and cultivates strong relationships with customers at all leadership levels to bring value across their organization

Growth, Retention and Customer Satisfaction

• Attends Sales and Finalist meetings for prospective opportunities to share expertise of organization
• Prioritizes and identifies resource needs to ensure consistent service delivery across the organization
• Negotiates and responsible for securing customer renewals, achieving 100% customer retention
• Develops and oversees all delivery solutions
• Identifies and presents pharmacy trends by understanding customer data and reporting output as a subject matter expert

QUALIFICATIONS

• Bachelor's Degree in health administration, business management, pharmacy or related field required. Masters degree preferred
• 10 years of experience in Account Management and/or Health Care/Pharmacy Consulting
• 10 years of experience with prescription benefits required
• 10 years of demonstrated track record of developing and growing customer relationships and leading teams delivering solutions
• Proven ability to manage customer engagement and delivering excellent customer service
• Strong industry knowledge or experience with particular emphasis on strategy, consulting, pharmacy solutions, and PBM models
• Project management experience
• Cross-functional leadership experience
• Ability to independently identify, research and resolve issues
• Ability to work as part of a team with collaboration and partnership
• Experience in managing and monitoring performance metrics across large scale accounts
• Demonstrated ability to manage multiple priorities and deadlines
• Strong data analysis and presentation skills
• Ability to relate to and engage with people at all levels of an organization
• Firm understanding of Salesforce or another CRM software
• Exceptional leadership/management skills and superb oral and written communication skills, with seasoned presentation skills
• Track record of consistently maintaining customer retention with high NPS satisfaction
• State and local government public sector experience preferred
• Willingness to travel
• Proficient in Microsoft Office