Senior CSM, PBM

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)

SALARY (BEFORE BONUS POTENTIAL): $125,000 - $145,000