Director, Client Success

From intake to outcomes, CareMetx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.

JOB TITLE: Director, Client Success  

POSITION SUMMARY:

The Director, Client Success, will play a critical role in the Client Success department. The Director, Client Success will identify new opportunities for expansion within their assigned book of business across the US. This hands-on, “roll-up-your-sleeves” position requires a high-energy, well-rounded operational and tech savvy leader who can effectively deepen client relationships and pursue new opportunities within assigned clients.?  

PRIMARY DUTIES AND RESPONSIBILITIES:

• Service as primary point of contact for client relationship management, strategy, and growth. 
• Ability to manage multi-million-dollar book of business comprised of multiple small to mid-size pharmaceutical clients. 
• Leads as primary point of contact for client strategy and planning between internal cross-functional teams. 
• Provides rigorous follow-through with key stakeholders to determine status and communicate status of business both internally and externally. 
• Oversees and manages client escalations, both internally and externally. 
• Supports sales during negotiation, including scoping, orals, pricing input, and contracting. 
• Ability to develop and maintain a strategic plan for client growth, including client renewals, upsells, and reference ability. 
• Support sales with identifying new opportunities for expansion to new brands at client. 
• Ability to build and grow referenceable clients. 
• Support and oversee budget books, client invoicing, and overall revenue capture activities for each client. 
• Strong people management skills and ability to lead team of Account Support Managers on clients. 
• Strong communication, presentation, and leadership skills. 
• Strong understanding of pharmaceutical commercialization departments focused on Patient Services, Brand Marketing and Market Access. 
• Serve as industry expert and provide insights and coaching on key topics. 
• Research and understand client needs, product offerings, competitive threats and most significant issues and challenges. 
• Understand how to position a platform model to biopharma clients. 
• Independently lead key initiatives on behalf of Account Management department. 
• Travel is required for client visits, industry conferences and product training. 
• Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
• Performs other related duties as assigned. 

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• BS/BA in business, healthcare, computer science or equivalent 
• College degree required; Master’s degree preferred or equivalent work experience. 
• 5-8 years of experience in sales of healthcare enterprise software 
• 5-8 years’ experience in a Specialty Pharmacy, Pharmaceutical or HUB Services 

MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS:

• Knowledge and experience in sales of healthcare enterprise software, patient services, brand agency or other related areas 
• Documented track record of managing technology and service programs. 
• Documented record of meeting and exceeding execution/success targets. 
• Ability to communicate effectively through verbal, written and presentation skills. 
• Must have demonstrated leadership, people management, team building, and organization skills. 
• Ability to drive strategic partnerships by relating to client needs and producing creative and innovative solutions. 
• Must be able to work as an effective account leader and collaborative team member. 
• Must have a strong understanding of best practices in healthcare account management. 

PHYSICAL DEMANDS:

• Ability to remain seated in a stationary position for prolonged periods. 
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required. 
• Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices) 
• Overnight business travel required. 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 

SCHEDULE:

• Must be flexible on schedule and hours. 
• Significant travel may be required.  

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply. 

At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services. 

CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin

Artificial Intelligence in Our Recruiting and Employment Process

CareMetx uses artificial intelligence and automated decision-making technology to support parts of our recruiting, hiring, and employment process, including screening applications, scheduling interviews, and evaluating candidate qualifications. These tools support, not replace, human judgment. A qualified member of our team reviews and makes all final hiring and employment decisions.

CareMetx does not develop or use AI tools with the intent to discriminate against applicants or employees on the basis of race, color, religion, sex, age, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.