Client Success Manager, PBM

About the role

We are seeking a dynamic and experienced Client Success Manager to join our Pharmacy Benefit Management (PBM) team. The successful candidate will be responsible for managing key client relationships, take an operational approach to account management, ensuring the delivery of high-quality pharmacy benefits, and driving client satisfaction. This role requires a deep understanding of PBM services, strong communication skills, and the ability to manage complex accounts.

Responsibilities

• Own day-to-day operational management for an assigned book of PBM clients - including managing client touchbases, tracking inquiries, maintaining issue logs, resolving escalations, and ensuring overall client satisfaction against contractual commitments.
• Serve as the primary operational point of contact for all client inquiries, both directly from clients and from internal team members acting on behalf of clients.
• Co-lead and facilitate client meetings - including quarterly and annual business reviews - in close coordination with Account Leads.
• Partner with the Implementation team during new client onboarding to ensure a seamless handoff from implementation to ongoing client management post-launch.
• Gather and manage all client requirements for the annual open enrollment cycle, including benefit changes and customized plan configurations.
• Facilitate client-facing webinars, benefit fairs, and employee education sessions on Rightway's PBM solution; travel to client sites may be required for open enrollment events.
• Proactively identify operational trends and issues; work with internal operations teams and vendor partners to implement corrective and preventative measures.
• Monitor and track all client deliverables against contractual obligations, surfacing risks and ensuring timely, accurate delivery across internal and vendor teams.
• Contribute to cross-functional initiatives focused on standardizing client operations and implementing process and production enhancements.
• Support Rightway partners by interpreting plan design, researching and resolving written, phone, and electronic inquiries, and troubleshooting claims, benefit, and enrollment issues.

Requirements

• Education level: Bachelor's Degree Required. Preferred: Master's Degree
• Work experience: 5-8 years in pharmacy operations
• Location information: Remote or Dallas, TX
• Important characteristics of ideal candidate: Detail-oriented, consultative and presentation skills, excellent communication & organization skills, ability to bring stakeholders together to identify solutions to challenges
• BASE SALARY (before bonus potential): $90,000 - $125,000
• Offer amounts for both remote and in office roles are influenced by geographic location
• CYBERSECURITY AWARENESS NOTICE
• ABOUT RIGHTWAY:
• HOW WE LIVE OUR VALUES TO OUR TEAMMATES:
• We're seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:
• We are human, first
• 2)

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