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Partner Relationship Manager



Administration, Customer Service
Posted on Wednesday, June 19, 2024

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. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for 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:

  • Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
  • Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
  • Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.

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 you will 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 you will bring to SmithRx:

  • Bachelor’s degree of equivalent work experience required.
  • 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
  • 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, and Life Insurance and AD&D Insurance
  • Flexible Spending Benefits
  • 401(k) Retirement Savings Program
  • Short-term and long-term disability
  • Discretionary Paid Time Off
  • 12 Paid Holidays
  • Wellness Benefits
  • Commuter Benefits
  • Paid Parental Leave benefits
  • Employee Assistance Program (EAP)
  • Well-stocked kitchen in office locations
  • Professional development and training opportunities