Senior CSM, PBM

About this role

ABOUT THE ROLE:

We are seeking a dynamic and experienced Senior Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, taking a consultative approach to account management, ensuring the delivery of 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.

WHAT YOU’LL DO:

• 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.

• Serve 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. Lead and facilitate all client meetings, including quarterly and annual business reviews.

• Partner with the 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 the annual open enrollment process, including benefit changes and any customized requirements.

• Participate 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.

• Identify trends within issues and work with the operations team and vendor partners to take appropriate preventative measures.

• Work 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.

• Participate in efforts to support standardization across accounts and work in multi-disciplinary teams to design and implement production and operational enhancements.

• Provide ongoing support to Rightway partners which may include, but is not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, and resolving claims, benefit and enrollment issues.

• Maintain an understanding of industry trends and provide clients with insights and recommendations on how Rightway’s solutions work to address those trends.

WHO YOU ARE:

• Education level: Bachelor’s Degree Required. Preferred: Master’s Degree

• Work experience: 5-8 years in pharmacy operations

• Location information: Remote or Dallas, TX

• Important characteristics of ideal candidate: Detail-oriented, consultative and presentation skills, excellent communication & organization skills, ability to bring stakeholders together to identify solutions to challenges

• Specific skills needed for the job: Solid client management skills, pharmacy benefit knowledge, effective & creative problem-solving, 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)

COMPENSATION: $125,000 - $145,000 annually, in addition to bonus and equity

Compensation offered will be determined by geographic location, experience, and qualifications.
CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment.

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $200mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our core…