Sr. Client Success Manager (Hybrid CS/Implementation)

ABOUT THE ROLE:

We are seeking a dynamic and experienced Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will own the complete client journey from initial PBM implementation through ongoing relationship management and growth. This hybrid role combines project management experience with relationship-building skills to ensure successful client onboarding and long-term partnership success with Rightway. This role will be responsible for managing key client relationships, take 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.
• Develop custom implementation timelines and project plans based on client needs and complexity.
• Manage data migration processes including member eligibility, historical claims and Prior Authorization data, and Open Refill Transfer files
• 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. Leads and facilitates all client meetings, including quarterly and annual business reviews.
• Responsible for gathering all client requirements for 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 works 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 works in multi-disciplinary teams to design and implement production and operational enhancements.
• Provide ongoing support to Rightway partners which may include, but not limited to, interpreting plan design, researching and resolving phone, written and electronic inquiries, resolving claims, benefit and enrollment issues.
• Maintain an understanding of industry trends and provides 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 PBM operations, implementations, and account management
• Location information: 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-solver, 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): $130,000 - $145,000

Offer amounts for both remote and in office roles are influenced by geographic location.

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 $205mm 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 following core values:

1) We are human, first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4) We cultivate grit
Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is Proudly an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.