3221 – Director Customer Success (Pharmacy)

About the Role

The role of the Director-Customer Success will be responsible for leading and selling PQS engagement projects and quality-based performance programs with payer clients in the managed care sector and maintaining positive relationships with key accounts to ensure that customer needs are being met. The Director – Customer Success is to be a trusted advisor to payer clients who plan and deliver work according to deadlines and within budget, but also drives new solutions to best serve the clients. You’ll work as part of a creative team of product, data, and integration engineers and designers to deploy our platform and solutions against the most challenging problems in the healthcare industry where pharmacy can be impactful.

You’ll immerse yourselves in our customers’ most intricate strategic objectives, explore the business problems and understand their true needs, and deliver our solutions to enable our pharmacy customers to scale and drive adoption while ensuring a great experience for your customers. The problems you tackle will require an analytical and technological mindset, a sharp intuition for the key business and technology issues, and a strong degree of user empathy.

A Day in the Life

• Understand payer customer needs and be a client-counselor by working together with the customer to come up with solutions to key customer problems and business objectives. Build a payer client relationship and acts as a trusted advisor to the client.
• Expand existing relationship support through growth in sponsored quality improvement programs by proactively identifying areas of quality improvement needs. 
• Manage the overall delivery of the contract (charters, kickoffs, requirement gathering, delivery, QBRs), implementation and continuous maintenance. Manage the overall budget and adherence to schedule.
• Identify relevant datasets through deep engagement with customer problems and workflows, and work with forward-deployed engineers to integrate the data into a stable and extensible pipeline as well as customer and product engineering teams to build bespoke workflows for new user groups.
• Present the results of our work and proposals for future work to audiences across all layers of our customers organization

What You Need

• 5+ years of experience in payer/pbm account management, customer success, or client services/management consulting in the technology and healthcare sector (for a portfolio of 3-5 customers).
• Analytical mindset and demonstrated capability to have worked on analytical or digital transformation projects
• Computer Science or Engineering (any discipline) background.
• Experience in either Value-Based Care, Pharmacy Operations and Clinical Programs, Population Health, Health System Operations.
• Executive presence and the ability to engage with senior-level clients with excellent written, verbal communication skills
• Experience in business requirement gathering and expectation management during projects to ensure customer satisfaction.
• Experience in interacting with delivery/engineering teams in a technology company is a strong plus
• Worked with offshore/India teams extensively
• Extraordinary ability to take on open-ended problems in unstructured environments, dive into details and deliver outcomes
• Ability to travel 30%-40%. Varies by location and team.

We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer

• Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
• Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
• Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
• Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.

Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.

For any additional information, please visit the below websites:

E-Verify

Right to Work (English)

Right to Work (Spanish)

Disclaimer: 

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.