Client Success Manager

Summary

Join Rightway's Pharmacy Benefit Management (PBM) team as an Account Manager, responsible for managing key client relationships, delivering high-quality pharmacy benefits, and driving client satisfaction. This role requires a deep understanding of PBM services, strong communication skills, and the ability to manage complex accounts. You will be responsible for maintaining client relationships, ensuring contract deliverables, resolving client escalations, and ensuring overall client satisfaction. You will also be responsible for gathering client requirements for annual open enrollment, participating in client webinars and training, and identifying trends within issues to take preventative measures. You will work with operations and vendor partners to ensure all requirements and deliverables are met timely and accurately. You will also participate in efforts to support standardization across accounts and work in multi-disciplinary teams to design and implement production and operational enhancements.

Requirements

• Bachelor’s Degree Required
• 5-8  years in pharmacy operations required
• Detail-oriented, consultative and presentation skills, excellent communication & organization skills, ability to bring stakeholders together to identify solutions to challenges
• Solid client management skills, pharmacy benefit knowledge, effective & creative problem-solver, ability to prioritize and manage through change. Solid communication skills, ability to lead projects and influence others even without direct reporting line ownership
• Basic knowledge of common spreadsheet tools (Excel, Google Sheets) and Presentation Tools (Power Point, Google Slides)

Responsibilities

• Responsible for the overall relationship with assigned PBM clients, including managing ongoing client touchbases, contract deliverables, tracking client inquiries and maintaining logs, resolving client escalations when they occur, and ensuring overall client satisfaction
• Maintain regular contact with clients, client representatives, and other internal members of the account team regarding ongoing pharmacy operations
• Serves as the initial point of contact for all day-to-day operational inquiries, either from clients directly or from internal team members on behalf of the client.  Leads and facilitates all client meetings, including quarterly and annual business reviews
• Partners with Implementation team during new client implementations to ensure a seamless transition from implementation to client management post launch
• Responsible for gathering all client requirements for annual open enrollment process, including benefit changes and any customized requirements
• Participates in client webinars, training, and other forums designed to educate their employees on Righway’s PBM solution. Travel to client sites for Open Enrollment or Benefit Fairs may be required
• Identifies trends within issues and works with the operations team and vendor partners to take appropriate preventative measures
• Works with operations and vendor partners to ensure all requirements and deliverables are met and sent to the client timely and accurately. Ability to track and identify issues and risks that are not being met per contractual obligations
• Participates in efforts to support standardization across accounts and works in multi-disciplinary teams to design and implement production and operational enhancements
• Provide ongoing support to Rightway partners which may include, but not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, resolving claims, benefit and enrollment issues
• Maintains an understanding of industry trends and provides clients with insights and recommendations on how Rightway’s solutions work to address those trends

Preferred Qualifications

Master’s Degree

Benefits

• BASE SALARY (before bonus potential):   $100,000 - $120,000
• Offer amounts for both remote and in office roles are influenced by geographic location