Clinical Customer Success Director

• Minimum of 3-5 years of direct experience working in a Customer Success role (either in an in person or remote) supporting clinical and/or administrative software products for payers and PBMs.
• Ability to develop and maintain a Customer Success framework that is scalable across a rapidly expanding enterprise client base. 
• Act as a player-coach, initially starting as an individual contributor to develop the foundation of a Customer Success team and ultimately develop and oversee a full Customer Success team.
• Familiarity with relevant payer and PBM regulations and necessary service requirements to ensure a successful client relationship.
• Prior experience working as a clinical reviewer of prior authorizations or utilization management requests within a health plan, PBM, or IRO is preferred.

• Bachelor of Pharmacy, Doctor of Pharmacy is preferred, or Nurse are preferred.
• 4-year degree preferred.
• Customer success or account management focused work experience serving payers and/or PBMs.

• Pharmacist degree (RPh or PharmD) or RN degree, and license in good unblemished standing are preferred and encouraged.

• Adept at building partnerships and working collaboratively with others to meet shared objectives and goals. An effective communicator, capable of determining how best to reach different audiences and executing communications based on that understanding.
• Attention to detail, ability to compile and analyze business information, determine cost-benefit, and provide resolutions or recommendations for improvement.
• Consistently achieving results, even under tough circumstances, resilient in recovering from setbacks and skilled at finding detours around obstacles
• Excellent written and verbal communication skills across a variety of audiences.
• Demonstrated ability to work independently while managing multiple projects and priorities.
• Highly collaborative individual with the ability to influence others and builds strong personal relationships.
• Consistently achieving results, even under tough circumstances, resilient in recovering from setbacks and skilled at finding detours around obstacles.
• Adept at building partnerships and working collaboratively with others to meet shared objectives and goals. An effective communicator, capable of determining how best to reach different audiences and executing communications based on that understanding.
• Excellent written and verbal communication skills across a variety of audiences.
• Has strong computer skills, able to maneuver through different technical platforms, and can assess quality improvements through direct utilization of the systems or system tools.

• Development of customer retention measures and metrics.
• Ensuring NDRR is at or above 100%.
• Collaborates with Operations, Project Management, Sales, Implementation, and Product to provide first in class service to Banjo Health’s client(s).
• Develop, maintain, and refine a Customer Success framework which drives customer satisfaction, retention, and renewal.
• Mentors and trains Customer Success Managers and Support Staff, may be asked to develop and teach through training system enhancements and process improvements for the clinical account management team and client(s).
• Ability to manage multiple client(s) facing projects and effectively utilize resources with fiscal responsibility in planning, implementation, and evaluation.
• Manage the client(s) relationship and supporting client clinical requirements for best outcomes.
• Identify expansion opportunities and incorporate into strategic plan.
• Coordinate with Data Science to analyze client’s financial and utilization data to identify opportunities for improving health care and/or controlling drug costs.
• Activities address impact on customers, operations, program integrity, pricing, quality and satisfaction.
• Assists client(s) to understand how to use Banjo’s platforms to develop and track appropriate metrics that monitor the quality and cost of their clinical programs.
• Have a robust understanding of clinical systems and PA; IT/Coding/Product experience is a plus.
• Be the primary point of contact for daily issues and questions to BH.
• Be the VOC / Advocate.
• Organize and run client(s) meetings.
• Ensure issues, technical and non-technical are being handled by responsible teams.
• Leverage Monday.com or applicable system for management of tickets and communication back to client(s).
• Lead client MBRs and QBRs.
• Communicate escalations to management, ideally before the customer reaches back for corrective actions.

• The role may also include some minimal out of state travel. 
• Role will primarily work during normal business hours based on their time zone location (ex., AZ Role during AZ MST time), but on occasion be expected to accommodate meetings with stakeholders in other time zones across the country. 

Our experienced team of engineers and clinicians have built our platform to reduce prior authorization inefficiencies for health plans, PBMs, employer groups, and providers by offering advanced solutions that benefit patient care from top to bottom.Our solutions use AI and cloud-based technologies to meet compliance regulations across all lines of business.