Director of Client Success, Pharmacy

Waltz Health is looking for a thoughtful, passionate, and strategic Director of Client Success for our Marketplace Search Pharmacy solution. The Mission of the Director of Client Success is to act as Waltz Health’s lead for clients utilizing our Marketplace Search Pharmacy solutions. You will lead Waltz Health’s work with committed clients from implementation, pilot, thru fully scaled operation, driving well-organized client interactions and product rollout/uptake to ultimately ensure value is maximized for both consumers (b2b2c) and client organizations.  Success will require an organized and analytical professional who combines a strong consultative approach with a passion for consumer experience, pharmacy business and health plan innovation. Key metrics include Conversion of prescriptions filled through search, consumer and client satisfaction (NPS), and ultimately delivering measurable financial benefits for both consumers and the client’s business.

• On-time delivery for Client product launches, as measured by timelines.
• Conversion of prescriptions, as measured by searches and prescriptions filled.
• Consumer and Client satisfaction, as measured by NPS.
• Leading rollouts and pilots.
• Managing relationships with all functions of client - business, IT, ops, marketing, etc.
• Nurture / grow client relationships, continue to prove value through product analytics, market insights, ensure retention / renewal, and cross-sell / up-sell where relevant
• Recruiting and leading Client Success / Implementation captains to manage more clients as we scale.

• Lead the rollout team for pharmacy clients, on the front lines.
• Refine the plan for ongoing engagement with clients over time, including (1) rollout toolkit, (2) periodic Client Success meeting with leadership, (3) Measurement dashboards.
• Bring the best of WaltzHealth to clients in order to drive uptake and value creation with the product: brining in IT, Product, Data Analytics, Finance, Sales, and Executive Leaders as needed.

• Have a positive attitude and play well with others.
• Display superior organizational and time management skills, with flexibility to adapt to changing circumstances and ability to plan proactively.
• Have strong written and verbal communication skills.
• Are highly motivated, self-directed and resourceful.
• Have a high level of pride in individual and group results.
• Excel in your service to clients and your relationship management.
• Have a consumer-first mindset, are passionate and focused on delivering simple and compelling experiences.

• Required:
  • 5+ years managing clients/ customer relationships.
  • 5+ years of strategy or business development experience in a professional services or corporate environment.
  • 3+ years of experience leading cross functional projects in large organizations.
  • 2+ years of experience partnering with / operating within large retail pharmacy organizations.
• Preferred
  • B2C marketing expertise (digital and or physical).
  • Analytics and measurement experience, including measuring value delivered by products in the pharmacy value chain.
  • Pharmacy contracting or managed care understanding.
  • Established or grew an organization.
  • Early-stage company experience.

• Bachelors - required
• Masters - preferred
• Pharmacist or tech certification – preferred