Reports To: Head of Client Experience

Location: Remote / USA

Position Type: Full-Time/Exempt

 

Summary

BetterRX is a growing software-as-a-service (SAAS) healthcare company seeking a Director of Client Success to join our Client Experience team.  

In this highly visible player-coach role, you will be responsible for seamless client onboarding, driving adoption, and building relationships and references across hospice account organizations nationwide, as well as coaching and growing our Client Success team. You will work closely with valued clients and internal cross-functional teams across the BetterRX organization. You will be a key contributor in sustaining high client satisfaction, retention, and our reputation for excellence. 

We are a people-obsessed company on a mission to end needless suffering caused by medication delays through innovative software solutions that connect every member of the patient’s care team.

Ideal Candidate

You are self-motivated, accountable, metrics-oriented, poised under pressure and driven by educating and delighting (even the most difficult) clients. You are known as a team player, strategic thinker, trusted advisor and servant leader. You have a gift for clear, concise communication (both written and verbal) and love analyzing data to identify improvement opportunities and achieve goals. You thrive on problem-solving in a fast-paced environment and identifying process improvements to continue increasing efficiency and client satisfaction.

Join us in our mission to transform healthcare and make a meaningful impact on patient outcomes.

Primary Responsibilities

• Coach, manage and hire for our growing Client Success team (currently 4 CSMs + 1 Client Onboarding Specialist)

• Serve as the primary contact and ‘owner’ of 10-15 assigned accounts, responsible for ensuring account health and retention

• Identify and build trusted relationships with decision makers and other key contacts throughout each account’s lifecycle to proactively anticipate changing needs and mitigate retention risk

• Prepare and present Quarterly Strategy Reviews with decision makers in-person or remotely to review performance, ensure they have clear understanding of BetterRX services, software and benefits, increase software adoption, and follow best practices to improve their existing processes and KPIs

• Ensure individual and team KPIs are met, while evolving tools and processes to increase efficiency and drive scalability

• Co-own comprehensive library of both client- and internal-facing Knowledge Bases

• Patiently educate new users on use of the software and best practices to increase adoption and maintain 50+ NPS, providing exceptional customer service

• Support our company culture by maintaining team of A-Players who live our core values (Integrity, Accountability, People-Obsessed, Scrappy) and leading by example
  
  

• Support Head of CX with meeting and exceeding team KPIs and contributing to various quarterly company priorities

• Handle inbound support calls from both hospices and pharmacies, as needed

 

Skill Requirements

• Energetic, easily approachable, and loves helping people

• Ability to build lasting relationships with various personality types, and probe deep to identify concerns and problem solve

• Ability to anticipate needs and proactively develop long-term Client Success strategy

• Technical aptitude to simplify concepts and concisely educate clients about software capabilities and best practices

• Professional and calm in working with difficult or upset clients

• Resourceful, detail-oriented and well organized to ensure meticulous follow-up

• Excellent communication skills (written and verbal)

• Self-driven, goal-oriented and motivated with a strong desire to succeed and ability to inspire the same in others

• At ease in a fast-paced, changing environment

• Proficient with MS Office (e.g., Word, Excel, PowerPoint, etc.) and CRM (e.g., Hubspot) for documentation and reporting needs

Other Requirements:

• Bachelor's degree is preferred

• 3-5 years team management experience with at least 4 direct reports

• Consistent and solid work history (3+ years per position)

• 5-10 years experience in client-facing role where you owned the relationship/outcomes: client success, account management, etc.

• Ability to work 100% remote in quiet home office with reliable, high-speed Internet access

• Ability to travel up to 30% for client meetings as needed and internal company summits (twice annually)

Benefits: 

• 100% Remote Environment

• Medical, Dental, Vision, Accidental

• Company paid:  Short Term Disability, Long Term Disability and Life Insurance

• 401k Match after 1 year of tenure (4%)

• 3 weeks of PTO

• 12 Company paid Holiday's per year

 

To apply email: careers@betterrx.com