Director of Client Success

This is a fully remote position, open to applicants in Arizona, +25 more states.

📋 Description

• Act as the main strategic partner for a selected group of pharmaceutical manufacturer clients.

• Ensure client retention, promote the growth of prescription share routed through PHIL, and uncover cross-selling opportunities across various brands.

• Serve as the internal lead for all client interactions.

• Develop and maintain multi-tiered relationships, from program contacts to VP/SVP level leadership in commercial and market access.

• Manage account health and satisfaction, proactively identifying and addressing risks.

• Oversee Quarterly Business Reviews from start to finish, working with Strategy/Analytics and Product subject-matter experts.

• Create relationship maps and cultivate client advocates.

• Gain insight into clients' sales structures, territory models, and priorities of their field teams.

• Convert program performance data into commercial narratives that emphasize net revenue impact.

• Suggest program enhancements, including alterations to business rules, copay modifications, and the design of affordability programs.

• Monitor script share at the territory and HCP level, identifying opportunities for field teams and sales leadership.

• Discover cross-selling opportunities, signals for expansion, new product launches, pipeline products, and dissatisfaction with current hub partners.

• Engage in discussions about new brands with PHIL's commercial team.

• Coordinate with Strategy/Analytics, Product, and Operations leads during client engagements.

• Advocate for client priorities in product roadmap conversations and escalate operational challenges.

• Keep track of client-facing commitments and maintain account plans.

⛳️ Requirements

• A minimum of 5 years of experience in a pharmaceutical manufacturer, focusing on patient services, patient access, reimbursement program leadership, hub or specialty pharmacy program management, sales training, field force effectiveness, commercial operations, market access, payer strategy, or value & access.

• Proven capability to collaborate across functions within a complex organization and influence without direct authority.

• History of building strong relationships with leaders in commercial and market access.

• Experience managing a portfolio of pharmaceutical manufacturer clients.

• Knowledge of hub services metrics, including enrollment rates, pull-through/PTR, script share, GTN vs. retail, and refill rates.

• Experience delivering QBRs and business reviews to VP/SVP-level stakeholders.

• Outstanding relationship-building and communication abilities.

• Commercially driven, with the capacity to transform operational program data into narratives regarding net revenue.

• Strong project management and orchestration skills.

• Data-savvy; able to analyze program performance data and recognize significant patterns.

• Executive presence and credibility at the VP/SVP level.

• Proactive and anticipatory in problem-solving approaches.

• Bachelor's degree required; an advanced degree in business, healthcare, or a related field is a plus.

🏝️ Benefits

• Work fully remotely in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV.

• Competitive salary (commensurate with experience).

• Comprehensive benefits package (medical, dental, vision).

• 401(k) contribution opportunity.

• Opportunity to join one of the fastest-growing startups in health-tech at the ground level.