Director, Client Success

Company Overview

Over the next ten years, there will be at least 4.6 million hospitalizations from the misuse of prescription drugs in people 65 or older, resulting in $528 billion in annual avoidable costs. RxAnte is on a mission to improve people’s health by helping them get more from medicines. A rapidly growing, tech-enabled healthcare services company with over 30 million lives under management, RxAnte has become a leading provider of value-based pharmacy care management solutions for health plans.

RxAnte launched Mosaic Pharmacy Service in 2019, a wholly owned subsidiary designed to offer pharmacy and chronic care management services for our clients’ most medically complex and vulnerable members. Using data, advanced analytics, specialized software and pharmacy automation, Mosaic is transforming the pharmacy experience for medically complex seniors while also helping payers achieve their quality improvement and cost savings objectives.

Job Profile

The Director, Client Success is a trusted partner and point of contact for RxAnte's largest health plan clients. Reporting into the VP of Client Success, the ideal candidate will drive value, customer satisfaction, and corporate success. Partnering closely with teammates in product strategy, program operations, and data services, the Director will coordinate across teams to deliver operational excellence, manage day-to-day client interactions, and ensure program performance. The best candidate will be adept at employing consultative techniques to strategize with and align to client goals and objectives. The ideal candidate will have a sharp business mind and proven ability to collaborate on the development and implementation of high-value program initiatives. This is a remote position with some travel to our offices in Sterling, Virginia, and to client locations required.

Specific responsibilities include:

• Establish relationships with assigned clients as a trusted and strategic advisor.
• Build and strengthen client relationships to achieve long-term partnerships.
• Strategize, implement, and maintain program initiatives that align to client goals and objectives.
• Manage client objectives, expectations, and timelines by establishing program success criteria across key financial, clinical, operational, and service capabilities.

• Maintain an understanding of RxAnte’s capabilities/vision, and effectively communicate all relevant offerings to the client, identifying upsell opportunities.

• Gather and analyze data to identify trends and areas of success and improvement, determine root cause issues, create work plans, and develop quality output for internal and external constituents.
• Oversee all aspects of client deliverables, including coordination with technical and analytic teams, identification of potential issues, risk mitigation, and entering and tracking of tasks in company project management software.
• Work closely with Client Success leadership and cross-functional teams to develop the scope, deliverables, required resources, work plan, budget, and timing for new initiatives.
• Analyze, evaluate, and overcome program risks, and produce program reports for various audiences including client program leads and executive leadership.
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
• Facilitate effective client meetings to support program success.
• Administer an annual strategic planning process for each client (with a focus on product, relationship, and revenue growth) and continually work to ensure successful completion of that plan to achieve relationship and financial goals.

Required Skills/Abilities

• Healthcare experience and domain expertise, especially with Medicare Advantage and/or Health Insurance Marketplace health plans and/or quality performance or improvement initiatives.

• Proven track record of creating, maintaining, and enhancing customer relationships and communicating effectively with senior management.

• Comfort in and adaptability with a fast-paced, dynamic environment while maintaining focus on key goals.

• Propensity toward curiosity, analysis, problem solving, and/or strategic insight; and a bias toward action, idea execution, and/or answer-seeking.
• Results-oriented with ability to prioritize and manage multiple projects simultaneously.
• Demonstrated ability to effectively collaborate with a cross-functional team to consistently meet deadlines and client expectations.

• Ability to operate independently in an environment with competing priorities.
• Strong attention to detail.
• Excellent written and verbal communication skills with the ability to engage, build credibility, and create trust across all levels of an organization.
• Exceptional skills in time management, facilitation, and organization.
• Outstanding knowledge of change management principles.
• Periodic travel to RxAnte offices and client sites is required.

Education/Experience

• Bachelor’s degree required.
• 7+ years of client management experience in the healthcare industry (i.e., health plan, hospital, healthcare services, pharmaceutical, etc.).
• Master’s degree or other advanced degrees in health services research, health policy, business administration, information technology, or other relevant fields preferred.