Director Client Success, PBM
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.
Key Responsibilities
Lead a team of high-performing Client Success Managers and Associates within PBMEvolve 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
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
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
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
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
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team member onboarding, training, and growth/development specific to PBM services
Manage all facets of CS team