Client Success Executive

Arine delivers top and bottom-line improvement for our target markets of Medicare Advantage and managed Medicaid health plans, and large “risk bearing” providers/health systems.  We deliver these outcomes through a whole-person care approach to our comprehensive medication management solution.  Our artificial intelligence-based platform evaluates clinical, behavioral, and social determinants of health to develop personalized care plans.   Through our technology and services, we have demonstrated financial improvement up to 20% while concurrently improving clinical quality and access to care.

Arine is seeking a mid-level Client Success Director to build and grow relationships with our clients. This role is responsible for establishing meaningful relationships with Arine clients, ecosystem partners, and other key stakeholders. This role is responsible for all aspects of account management including deployment and ongoing client support in service of client goal attainment of improving outcomes and reducing cost. This role requires active project management, clear client and internal team communication, and ability to drive change at both the technical and human level. This client-facing position is responsible for resource coordination to ensure client satisfaction throughout the implementation process to deliver an on-time, on-budget delivery. This role is responsible for developing strong client relationships that identify opportunities to grow revenue. 

Arine’s “People First” guiding principle of doing the right thing is infused in everything we do and forms the basis for how we engage our clients and transform them into partners. Our goal is 100% referenceable clients - period. How we do it:

• Be the easy button - remove barriers, don’t create them
• Innovate – be better tomorrow than we are today by transforming today’s lessons into tomorrow’s solutions
• Improve Lives – our impact will leave people better off
• Collaborate – find innovative ways to share knowledge and success
• Exceed expectations – over-delivering is our standard - maintain 100% referenceability

Candidate Responsibilities

Relationship and Revenue Management  

• Manage a revenue goal as assigned by the VP of Client Success
• Have a formed point of view on contracting, client management, implementation success criteria, etc. 
• Achieve a growth/new sales goal assigned by the VP of Client Success
• Serve as the primary point of contact for clients, overseeing all business and technical aspects of the client life cycle from implementation through maintenance and partnering with clients to identify capacity for growth
• Build and maintain strong client relationships leading to service growth across various client roles - Sr. Director and above (e.g., CFO, CEO, CMO, CIO, pharmacy and physician leaders by Department/Specialty).
• Negotiate and develop contract terms to support revenue growth; sustain existing revenue agreements
• Generate and document use cases, case studies, white papers, academic papers and other client success examples as well as identifying opportunities for webinars or other joint presentations to celebrate client success and build Arine brand awareness
• Understand each client site’s needs and goals, match those needs using Arine’s platform and identify areas where additional capabilities could be deployed
• Partner with sales team to ensure seamless hand-off from sales to implementation team, and to establish customer retention and upsell strategies
• Liaise between the Client Success organization and clinical services and product teams to optimize product portfolio across risk and non-risk contracts into both payer, at-risk provider, and accountable care organizations
• Identify and implement Client Success process enhancement opportunities
• In conjunction with Technical Project Manager, contribute to the creation of and adherence to processes and documentation for Arine platform implementations, including project charter, project plans, issues logs, and  all client communications 
• Create and oversee client-specific KPIs and operational metrics to ensure the quality of deliverables aligns with and  meets or exceeds client expectations
• Document key metrics related to engagement, outreach activities, gap closures, client retention, growth, platform utilization, and more

Product Development

• Represent the voice of the client and collaborate with the COO, CTO and Delivery team to monitor opportunities for new products and features as Arine grows its customer base
• Support product optimization and enhancement processes and initiatives 
• Provide product-related guidance to the development team to facilitate product enhancements consistent with industry best practices

Strategic Growth and Thought Leadership 

• Serve as thought partner to VP Client Success in establishing and managing Arine’s enterprise growth strategy and plan
• Be a voice in building an effective marketing function to manage all aspects of Arine’s brand including web presence, strategy for conferences and trade shows, collateral and materials for sales presentations, and RFP responses in support of new and renewal sales
• Act as internal consultant to cross-functional Arine teams and contribute to dynamic mission and vision creation, identification and attainment of strategic goals in support of the same, and act as a change agent in successfully supporting Arine’s vision to be a world leader in medication optimization

Qualifications

• 3+ years of experience in account management, client success, or other client-facing leadership role with a track record of execution, innovation, and passion for growth in the healthcare industry; health plan experience highly desirable
• Undergraduate degree required; Masters or commensurate experience preferred; strong preference for Healthcare or Pharmacy education and training in addition to strong business acumen
• Track record driving profitable growth in a rapidly-scaling organization
• Strong knowledge of medication therapy management, comprehensive medication management and optimization strategies highly desirable
• Strong process and metrics orientation and a successful track record building, developing, leading, motivating and scaling high-performing teams in fast-growing environments
• Excellent communication skills; ability to articulate Arine’s value proposition in the market
• Passion for, and alignment with, Arine’s mission
• Knowledge of market competition and best practices in medication optimization
• Ability to lead a team to successfully drive a project to completion from initiation through planning, execution and closure.  Strong knowledge of and ability to execute integrated project change control processes
• Computer Skills: To perform this job successfully, an individual should have expertise in Microsoft Word, Microsoft Excel, and Microsoft PowerPoint. Familiarity with project management software such as JIRA, and CRM platforms (HubSpot) highly desired. 
• Excellent written and verbal communication skills and the ability to communicate complex concepts into digestible and understandable messaging required. 
• Bonus points for Doctor of Pharmacy (PharmD) degree.

Travel and Other Information:

• Travel up to 70% 

The posted range represents the expected salary range for this job requisition and does not include any other potential components of the compensation package, benefits and perks. Ultimately, in determining pay, we'll consider your experience, leveling, location and other job-related factors.

San Francisco Pay Range

$160,000 — $191,000 USD ANNUALLY