[Hiring] Senior Customer Success Specialist @UnitedHealth Group

Role Description

As a full time, exempt Specialty Pharmacy SaaS, Senior Customer Success Specialist, you will be an individual contributor in the Customer Success / Support organization responsible for building solid relationships with an assigned portfolio of key and/or strategic TherigySTM clients. This role serves as advocate for all Therigy clients, with a focus on Health System and Independent Specialty Pharmacy clients. The purpose of this role is to up-sell appropriate services to pharmacies, renewal of existing contracts, retention of customers and help clients maximize the value of their TherigySTM software solution through proactive account management and solid client relationships based on accountability and trust.

Primary Responsibilities

• Managing specialty accounts that have a more advanced and/or complex operations model.
• Recognizing opportunities to enhance client’s operational efficiency and provide guidance on best practices.
• Increasing overall financial portfolio of customers through increased use of products and growth.
• Owning strategy and value delivery for multiple customers and developing a long-term vision to drive ongoing value, product adoption, account renewals, and expansion.
• Managing relationships with executive sponsors and key stakeholders within client accounts.
• Ensuring customer satisfaction through proactive outreach and responsiveness to client needs.
• Establishing client risk management criteria and developing custom analytical reports.
• Acting as a liaison between customers and internal teams to incorporate customer input and feedback.
• Elevating the customer's voice to TherigySTM product team and supporting Product Roadmap.
• Partnering cross-functionally with Sales, Implementation, Product, and Clinical.
• Delivering tailored product training to new and upsell products and features.
• Supporting company growth objectives by identifying, positioning, and coordinating up-sell or expansion opportunities.

Qualifications

• Bachelor’s degree in Business, Health Science or related clinical discipline. Education requirements may be satisfied with equivalent specialty pharmacy experience.
• 2+ years of experience either as an operational user of patient therapy management software within a specialty pharmacy or as an account manager of a software platform used within a specialty pharmacy.
• Ability and willingness to travel up to 25% of the time as needed.

Requirements

• Project Management Experience. Certification preferred.
• Experience supporting customer renewals or ongoing account lifecycle activities in a SaaS or healthcare technology environment.
• Exceptional verbal and written communication skills.
• Proven experience independently leading initiatives that align complex solutions to customer or organizational needs.
• Working knowledge of data analytics/reporting needs of a specialty pharmacy.
• Proven ability to organize and lead effective meetings, internally and with clients.
• Demonstrated organizational and prioritization skills, with the ability to manage multiple concurrent initiatives.
• Demonstrated solid collaboration skills; able to work effectively with other functional areas.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• Salary range from $72,800 to $130,000 annually based on full-time employment.