Customer Success Manager

Summary

Join Kalderos as a Customer Success Manager and lead covered entity stakeholders in adopting our drug discount and rebate products. You will collaborate with various entities to enhance transparency and trust in drug discount programs, ensuring customer satisfaction and growth. This role involves supporting operations, achieving revenue objectives, and building strong relationships. Kalderos offers resources and training, high exposure to leadership, and a commitment to customer success. The ideal candidate is a strategist, organizer, and executor passionate about achieving excellence. This role can be remote within the US or hybrid in Boston or Chicago, with up to 50% travel expected.

Requirements

• Bachelor’s degree in pharmacy, business, science, technology, healthcare administration field or equivalent work experience
• 5+ years of customer success, implementation, or system onboarding experience
• Strong project management skills with ability to effectively handle multiple escalations and priorities at once
• High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office)
• Proven track record of establishing oneself as a strategic trusted advisor to key covered entity stakeholders
• Ability to articulate complex concepts to varying audiences with excellent communication skills
• Ability to effectively communicate in person or via virtual meeting and collaboration software
• Strong analytical skills with the ability to process and interpret product utilization data and customer requirements, to help drive adoption and ROI
• Excellent organization skills with ability to work independently, prioritize and multi-task with minimal direction
• A sense of timeliness and urgency to address issues and resolve them expeditiously
• High standards for excellence and strict adherence to policies, controls, procedures, and timelines

Responsibilities

• Recruit and support covered entities through onboarding and production operations as they use our products and solutions that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Discount Pricing Program
• Proactive account monitoring and stakeholder engagement/management
• Troubleshoot and solve issues that arise with covered entities use of the Kalderos solution
• Work alongside key stakeholders in product, sales, and design as subject matter expert (SME) to ensure full adoption and high utilization of Kalderos solutions to achieve optimal business value
• Identify opportunities to build greater efficiency and effectiveness into critical execution activities
• Keep covered entities informed on new features, functions, and procedure changes with Kalderos’ software
• Gather and assemble information for customers and internal stakeholders for status updates and business reviews
• Report and monitor success through key metrics presented in business reviews and customer satisfaction survey results
• Identify and build greater efficiency and effectiveness into critical execution activities
• Routinely review data and related reports to ensure quarterly objectives are met
• Schedule and host meetings with covered entities and internal stakeholders for status updates and business reviews
• Raise critical covered entity concerns and work with design, product, and data management teams to resolve key issues in a timely manner
• Solicit covered entity feedback, identify process improvement opportunities, and recommend system enhancements
• Craft and develop messaging campaigns to proactively engage with new and existing stakeholders
• Author and review help center articles, frequently asked questions (FAQs), and social media posts to assist covered entities with the proper use of our solutions and understanding our vision to redefine how healthcare performs and operates

Preferred Qualifications

• Advanced degree in pharmacy, life science, healthcare administration, or accounting
• Registered pharmacist operating in a clinical or retail setting
• 3+ years experience with the 340B program and/or the Medicaid Drug Rebate Program (pharmacies, hospitals, clinics, PBMs, state/federal agencies)
• Project Management certification or methodology training (PMP, PRINCE2, SAFe, or equivalent)
• Working knowledge of retail pharmacy, hospital pharmacy billing systems, or EMR/EHR

Benefits

• Medical, Dental, and Vision benefits
• 401k with company match
• Flexible PTO with a 10 day minimum
• Opportunity for growth
• Mobile & Wifi Reimbursement
• Commuter Reimbursement
• Donation matching for charitable contributions
• Travel reimbursement for healthcare services not available near your home
• New employee home office setup reimbursement