Client Success Consultant

Description

Company Overview

Over the next ten years, there will be at least 4.6 million hospitalizations from the misuse of prescription drugs in people 65 or older, resulting in $528 billion in annual avoidable costs. RxAnte is on a mission to improve people’s health by helping them get more from medicines. A rapidly growing, tech-enabled healthcare services company with over 30 million lives under management, RxAnte has become a leading provider of value-based pharmacy care management solutions for health plans.

RxAnte launched Mosaic Pharmacy Service in 2019, a wholly owned subsidiary designed to offer pharmacy and chronic care management services for our clients’ most medically complex and vulnerable members. Using data, advanced analytics, specialized software and pharmacy automation, Mosaic is transforming the pharmacy experience for medically complex seniors while also helping payers achieve their quality improvement and cost savings objectives.

Job Profile

The Client Success Consultant will monitor key performance indicators, analyze client data and program trends and work closely with the Client Success Director to create client success strategies. Reporting into the VP of Client Success, the ideal candidate will drive value, client satisfaction, and program success. The Client Success Consultant will coordinate with other departments like client analytics, product, program operations and program strategy & evaluation to ensure maximum client value from products and services. The best candidate will be adept at employing consultative techniques to strategize with and align to client goals and objectives. The ideal candidate will have strong analytic and project management skills with proven ability to engage cross-functional stakeholders to optimize client experience and program results. This is a remote position with some travel to our offices in Sterling, Virginia, and to client locations required.

Specific Responsibilities Include

• Based on data analysis, contribute to the development and implementation of strategies to improve client program results and overall client experience.
• Offer actionable insights and recommendations to the client and client success team based on data analysis.
• Develop clear and concise reports that communicate key insights and recommendations to the client, client success team and other stakeholders.
• Use data to pinpoint areas where processes, product features, or client support can be enhanced.
• In coordination with the Client Success Director, develop tailored strategies that ensure maximum client value from products and services.
• Use data analysis to predict future client behavior and identify potential risks or opportunities.
• Oversee all aspects of client deliverables, including coordination with cross-functional teams and managing tasks in company project management software.
• Handle front line inquiries for assigned clients, addressing client questions, concerns, and requests, utilizing their knowledge of client programs and RxAnte products to problem-solve, escalating complex cases to the Client Success Director as needed.
• Collaborate with the Client Success Director to strategize, implement, and maintain program initiatives that align to client goals and objectives.
• Collaborate, problem-solve, and /or strategize with team members on upcoming client meetings.
• Facilitate effective client meetings, including identification of key attendees, creation of meeting agendas and content as well as management of meeting minutes and action items.
  
  

Requirements

• Healthcare experience and domain expertise, especially with Medicare Advantage and/or Health Insurance Marketplace health plans and/or quality performance or improvement initiatives.
• Proven track record of creating, maintaining, and enhancing customer relationships.
• Proven ability to analyze large datasets, identify trends, and extract actionable insights to make data-driven decisions.
• Strong analytic skills with ability to effectively leverage data to draw meaningful insights.
• Comfort in and adaptability with a fast-paced, dynamic environment while maintaining focus on key goals.
• Propensity toward curiosity, analysis, problem solving, and/or strategic insight; and a bias toward action, idea execution, and/or answer-seeking.
• Ability to anticipate potential issues before they escalate by regularly monitoring key metrics and identifying early warning signs.
• Results-oriented with strong project management skills and ability to prioritize and manage multiple projects simultaneously.
• Demonstrated ability to effectively collaborate with a cross-functional team to consistently meet deadlines and client expectations.
• Ability to operate independently in an environment with competing priorities.
• Excellent written and verbal communication skills with the ability to engage, build credibility, and create trust across all levels of an organization.
• Exceptional skills in time management, facilitation, and organization.
• Outstanding knowledge of change management principles.
• Periodic travel (anticipated to be up to 10%) to RxAnte offices and client sites is required.
  
  

Education/Experience

• Bachelor’s degree required.
• 5+ years of account management, client relationship management or customer success experience in a consultative product or services environment within the healthcare industry.
• Experience in project management, program management or change management is preferred.