Sr. Customer Success Specialist - Specialty Pharmacy - Remote

UnitedHealth Group•Dublin, OH

12h•Remote

About The Position

Explore opportunities with CPS, part of the Optum family of businesses. We’re dedicated to crafting and delivering innovative hospital and pharmacy solutions for better patient outcomes across the entire continuum of care. With CPS, you’ll work alongside our team of more than 2,500 pharmacy professionals, technology experts, and industry leaders to drive superior financial, clinical, and operational performance for health systems nationwide. Ready to help shape the future of pharmacy and hospital solutions? Join us and discover the meaning behind Caring. Connecting. Growing together. Who should apply? If you have worked in specialty pharmacy as a clinical nurse, implementation manager, pharmacist, pharmacy technician, or a supporting role for operations and looking for a unique opportunity to use your skills in a different direction than direct support, then apply and find out if this role is a good fit for you. This is a fully remote position 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.

Requirements

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, preferably health system specialty pharmacy, or as an account manager of a software platform used within a specialty pharmacy such a dispensing or EHR system. Software experience can be satisfied by Specialty Pharmacy Operational experience
Ability and willingness to travel up to 25%25 of the time as needed

Nice To Haves

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 at departmental and/or executive levels
Working knowledge of data analytics/reporting needs of a specialty pharmacy (pharma/payor reporting)
Proven ability to organize and lead effective meetings, internally and with clients; able to organize and document issues and actions in an easy-to-understand manner
Proven ability to quickly grasp complex technical and business concepts and express them in clear language
Demonstrated organizational and prioritization skills, with the ability to manage multiple concurrent initiatives and adapt to changing client needs
Demonstrated solid collaboration skills; able to work effectively with other functional areas

Responsibilities

Managing specialty accounts that have a more advanced and/or complex operations model. You must be able to bring your experience in specialty pharmacy to recognize opportunities to enhance our client’s operational efficiency and provide guidance on best practices
Increase overall financial portfolio of customers through increased use of products and growth
Own strategy and value delivery for multiple customers and develop a long-term vision to drive ongoing value, product adoption, account renewals, and expansion.
Manage relationships with executive sponsors and key stakeholders within our client accounts in addition to operational points of contact to identify and support strategic customer goals
Ensure customer satisfaction through proactive outreach and responsiveness to client needs and professional communications as validated by customer satisfaction surveys
Establish client risk management criteria and develop custom analytical reports
Act as a liaison between customers and internal teams to incorporate customer input and feedback into the ongoing evolution of existing and new products and services
Elevate the customer's voice to TherigySTM product team and support Product Roadmap and impact to the industry
Partner cross-functionally with Sales, Implementation, Product, and Clinical
Deliver tailored product training to new and upsell products and features
Support company growth objectives by identifying, positioning, and coordinating up-sell or expansion opportunities