[Hiring] Customer Success Senior Manager, Covered Entity Solutions @Kalderos

At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing.  Our success is measured when we can empower all of healthcare to focus more on improving the health of people. 

That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.

That’s where you come in! 

As a Customer Success Senior Manager you will lead covered entity stakeholders through the adoption and production use of our drug discount and rebate products and solutions. You will work with covered entities, health systems, and state and federal agencies to bring transparency and trust to drug discount programs. You will play a vital role by supporting operations to achieve customer satisfaction and growth to ultimately drive retention and expansion of our covered entity network. Kalderos provides the resources and training to become successful in this professional role with high exposure to our top sales executives, our centers of excellence, and founding team members. Our commitment to customer success is delivered by fostering proactive partnerships and providing best-in-class solutions. Our ideal Customer Success Senior Manager is a strategist, organizer, and executor who is passionate about getting things done on-time and with a high degree of excellence and foresight. The Customer Success Senior Manager loves problem-solving, achieving and exceeding revenue objectives, is about building and maintaining relationships, and is driven to produce only the highest quality customer experience.

What You'll Do:

• Recruit and support covered entities through onboarding and production operations as they use our products and solutions that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Discount Pricing Program
• Proactive account monitoring and stakeholder engagement/management
• Troubleshoot and solve issues that arise with covered entities use of the Kalderos solution
• Work alongside key stakeholders in product, sales, and design as subject matter expert (SME) to ensure full adoption and high utilization of Kalderos solutions to achieve optimal business value
• Identify opportunities to build greater efficiency and effectiveness into critical execution activities
• Keep covered entities informed on new features, functions, and procedure changes with Kalderos’ software
• Gather and assemble information for customers and internal stakeholders for status updates and business reviews
• Report and monitor success through key metrics presented in business reviews and customer satisfaction survey results
• Identify and build greater efficiency and effectiveness into critical execution activities
• Routinely review data and related reports to ensure quarterly objectives are met
• Schedule and host meetings with covered entities and internal stakeholders for status updates and business reviews
• Raise critical covered entity concerns and work with design, product, and data management teams to resolve key issues in a timely manner
• Solicit covered entity feedback, identify process improvement opportunities, and recommend system enhancements
• Craft and develop messaging campaigns to proactively engage with new and existing stakeholders
• Author and review help center articles, frequently asked questions (FAQs), and social media posts to assist covered entities with the proper use of our solutions and understanding our vision to redefine how healthcare performs and operates

What You'll Bring:

• Bachelor’s degree in pharmacy, business, science, technology, healthcare administration field or equivalent work experience
• 7+ years of professional experience within customer success, implementation, or system onboarding experience
• 7+ years of nurturing, maintaining and strengthening customer relationships
• Strong project management skills with ability to effectively handle multiple escalations and priorities at once
• High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office)
• Proven track record of establishing oneself as a strategic trusted advisor to key covered entity stakeholders
• Ability to articulate complex concepts to varying audiences with excellent communication skills
• Ability to effectively communicate in person or via virtual meeting and collaboration software
• Strong analytical skills with the ability to process and interpret product utilization data and customer requirements, to help drive adoption and ROI
• Excellent organization skills with ability to work independently, prioritize and multi-task with minimal direction
• A sense of timeliness and urgency to address issues and resolve them expeditiously
• High standards for excellence and strict adherence to policies, controls, procedures, and timelines

Set Yourself Apart:

• Advanced degree in pharmacy, life science, healthcare administration, or accounting
• Registered pharmacist operating in a clinical or retail setting
• 3+ years experience with the 340B program and/or the Medicaid Drug Rebate Program (pharmacies, hospitals, clinics, PBMs, state/federal agencies)
• Project Management certification or methodology training (PMP, PRINCE2, SAFe, or equivalent)
• Working knowledge of retail pharmacy, hospital pharmacy billing systems, or EMR/EHR

Expected Salary Range: $120,000 - $130,000 base + bonus

• Medical, Dental, and Vision benefits
• 401k with company match
• Flexible PTO with a 10 day minimum
• Opportunity for growth
• Mobile & Wifi Reimbursement
• Commuter Reimbursement
• Donation matching for charitable contributions
• Travel reimbursement for healthcare services not available near your home
• New employee home office setup reimbursement

• We thrive on collaboration, because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
• We empower each other and believe in ensuring all voices are heard.
• We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture. 
• We’re curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.

To learn more: https://www.kalderos.com/company/culture

We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

Kalderos is proud to be an equal opportunity workplace.  We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

Kalderos participates in E-Verify.