Partner Relationship Manager

Who We Are: SmithRx is a rapidly growing, venture-backed  Health-tech  company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management ( PBM ) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service.  We are backed by leading investors and growing rapidly. We pride ourselves on our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S  healthcare  system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values of: Integrity:  Do the right thing. Especially when it’s hard. Courage:  Embrace the challenge. Together:  Build bridges and lift up your colleagues. Job Summary: The Customer Success Team is focused on helping SmithRx’s clients derive the full value of their PBM services. We build and manage effective relationships with our customers’ operational leadership, communicating the value of our services in the context of customers’ business goals with the goal of retaining high performing, satisfied customers. We identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients. As a Partner Relationship Manager, you will be responsible for ensuring the complete post go-live success and collaboration with TPA and Data Partners in support of our mutual customers. You will bring strong industry, technical and product knowledge and serve as a trusted advisor and business partner for the Partners’ operational leadership. The Partner Relationship Manager begins involvement during the integration process and is responsible for the long term maintenance of the relationship, orchestrating the involvement of additional SmithRx teams to ensure that we are successfully administering the data required to support our client benefit plan. What will you do: Be accountable for Partner satisfaction and relationship Build trusting relationships with Partners’ operational leadership Maintain a comprehensive understanding of business and technical challenges faced by customers Apply cross-functional project management to drive resolution for escalated client issues, coordinating internal and external teams as necessary Identify product gaps by conducting business impact assessments and managing partner expectations Assess and prioritize issues that may lead to client attrition risk and ensure a strong mitigation plan is in place Coordinate additional customization, product development requests, or new product education with partners Troubleshoot and coordinate resolution of partner issues Leverage SmithRx resources with knowledge of our products to provide relevant adoption, best practices and technical recommendations on solutions and enhancements configured to meet customers’ business needs Have the ability to be a change agent and drive an initiative from concept to fruition.  A strong focus on governance, driving adoption and recommending standardization where appropriate This individual will meet or speak with the Partner on a frequent cadence with the expectation of continually moving the relationship forward while uncovering new opportunities. Ability to work with internal and external cross-functional teams to drive projects to completion   What will you bring to SmithRx: 5+ years of working knowledge of healthcare benefits, pharmacy benefits, or commercial health insurance 3+ years of experience in a client-facing role, preferably in Customer Success or Account Management 3+ years of working experience with technical data file exchange (EDI or ETL) Bachelor’s and Advanced Degree in a related field strongly preferred. An obsession with customer experience and customer satisfaction A passion for solving difficult problems together in collaboration with the broader team Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue Experience in relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved Ability to work independently as well as part of an extended, cross-functional team Self-driven, results-oriented work ethic with a positive outlook Ability to take initiative with little to no direction Must be able to manage multiple objectives at one-time Be transparent and honest in a positive, professional and polite manner Conflict resolution skills Empathic communicator with a consultative approach, able to see things from other person's point of view What SmithRx Offers You:   Highly competitive wellness  benefits  including Medical, Pharmacy, Dental, Vision, Life insurance  Flexible Spending  Benefits  Discretionary Time Off  401(k) Retirement Savings Program  Commuter  Benefits  Paid Parental Leave  benefits Professional development and training opportunities