Customer Success Manager

Claritas Rx is a venture-backed digital health startup that brings clarity to the challenges of specialty biopharmaceutical products in the marketplace. In today’s highly complex specialty networks, our mission is to illuminate the patient experience beyond the clinical trial. Claritas Rx leverages a proprietary technology platform and deep manufacturer expertise to automate and integrate channel, commercial, and clinical data and help biopharmaceutical companies generate actionable business insights. Our work uncovers the real-world variables impacting patient access, duration of therapy, and other metrics key to commercial success, making a real impact on patient healthcare.

Every day, Life Science companies use Claritas Rx solutions to improve and enhance the treatment journey for patients dealing with rare diseases. We have built a strong customer team of domain experts that can help scale a premier channel management solution.

At Claritas Rx, Customer Success Managers own the customer relationship and are responsible for the overall success of their clients. CS Managers oversee the successful execution of data partner onboarding, implementation of custom elements and ongoing data and consulting.  Our CS Managers are active advisors to both our customers and our broader CS team. They are data curious, enjoy analytical problem solving, are learning-oriented and enjoy coaching and collaborating with other team members to solve a variety of business problems.

Key Accountabilities

• Responsible for the client’s overall success.
• Manage day to day operations as the main point of contact and overall program & project manager (including confirming and documenting requests).
• Facilitate internal and external customer meetings, including preparing agendas, documentation and follow up.
• Collaborate closely with customers from across several functional areas to understand their needs and translate them into creation of new product features and enhancements to existing product features.
• Manage relationships with internal groups (Business Analyst, Solutions Architect, Data Ops, Dev etc) to facilitate customer needs and requests and triage accordingly.
• Manage roll-out of new product features to customers, including training relevant users and communicating updates with management.
• Ensure data quality in customer deliverables via rigorous quality review prior to release and ongoing during subscription.
• Play key project management role in new customer implementations.
• Serve as a subject matter expert on commercial data for our customers and identify opportunities to use data in our solution to solve customer business challenges.
• Manage UI/UX of customer-facing layer of product, including managing various role interfaces and creation of reports and dashboards as needed.
• Serve as a subject matter expert on commercial data for our customers and identify opportunities to use data in our solution to solve customer business challenges.
• Organize and train team members, mentor and develop junior members.
• Work with the Product team to inform portfolio of product features across customers, to leverage synergies and maximize scalability of product.
• Contribute as needed to Claritas’ growth in other areas including business development, communications, marketing, training, finance, and human resources.

Required:

• Deep knowledge of biopharmaceutical marketing, managed markets or distribution
• A creative approach to analytical problem solving and a relentless passion for quality
• Excellent written and oral communication
• Excellent quantitative analysis skills and expert-level proficiency with Microsoft Excel
• Track record of building customer relationships and managing client-focused projects and demonstrated capabilities in:

1. Problem solving and resolution
2. Project management and organizational skills
3. Expectation Setting
4. Listening and Seeking to Understand
5. Verbal and written communication skills
6. Solution Knowledge
7. Empathy
8. Grit - Tenacity

Preferred:

• 5+ years of experience in a healthcare consulting role.
• Experience with Claritas in the use of Quickbase to support client programs.
• Familiarity with healthcare data sources (transactional, clinical, behavioral).  
• Experience in a commercial capacity at a pharma/biotech manufacturer or health tech startup a plus.
• MBA or other related graduate-level degree a plus (including public health, engineering/ops, IT or statistics-related training).

We are seeking to add new expertise and perspective to our strong team of experienced professionals.  We aspire to a culture of accelerated professional development through: shared learning and collaboration; a respectful and fun work environment; and employee empowerment through the effective use of technology and tools. 

In addition to our great environment, we offer a salary of between $115,000 and $125,000 and benefits package and the opportunity to make a significant impact on a first-in-industry digital health solution.  Please send a cover letter along with your resume when applying to the position of interest.  Claritas Rx embraces diversity, equality, and transparency.  We are committed to building a team that comprises a variety of backgrounds, perspectives, and talents.  We believe the more inclusive we are, the better we are.
Join us and discover what it feels like to be part of an environment that rewards ingenuity, risk taking and smart work. It's time to fall in love with what you do!