Customer Success Manager, Manufacturer

About Us

At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing.  Our success is measured when we can empower all of healthcare to focus more on improving the health of people. 

That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.
That’s where you come in! We're looking for a Customer Success Manager who will ensure customers have a positive experience by providing excellent customer service, offering general support for their use of Kalderos’ applications, and facilitating process improvement efforts to enable Kalderos to scale effectively.

As a Customer Success team member, the Customer Success Manager collaborates with our customers to enhance value delivery after the sale. You play a crucial role on the Kalderos team by achieving satisfaction, utilization, and growth, ultimately driving retention and expansion. In this position, you will work closely with cross-functional internal stakeholders to nurture proactive partnerships and deliver best-in-class services. Our ideal Customer Success Manager is a self-motivated advocate for customers who is passionate about establishing the best and leading practices in delivery with a high degree of consistency. The Customer Success Manager approaches opportunities and challenges with equal enthusiasm, focusing on building and maintaining strong customer and internal relationships, and is committed to providing only the highest quality of customer service. 

What You'll Do:

• Support customers through the customer lifecycle by providing ongoing support as they interact with our products and services that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Pricing Program
• Build strong, long-term relationships with customers and optimize client adoption and product utilization through education, training, and a deep understanding of the customer’s goals and motivations
• Serve as a product, company, and industry ambassador, keen on educating prospects and customers on the capabilities of Kalderos products
• Develop a strategic value plan for each customer based on their goals and constraints in partnership with sales
• Schedule and host meetings with customers and internal stakeholders for status updates and business reviews to ensure customers optimize the use of our solution, issues are resolved proactively and customer goals are met
• Report and monitor success through key metrics presented in internal and external business reviews
• Evaluate risk management for each customer and proactively prevent and address dissatisfaction or lost business and ultimately drive retention throughout the customer lifecycle
• Leverage and analyze complex data sets to gain and provide insights to help drive adoption and ROI and respond to customer needs
• Own customer renewals; partner with sales on upsells and cross-sells
• Minimize customer escalations through proactive account monitoring and stakeholder engagement/management
• Raise critical customer concerns and work with design, product, and data management teams to resolve key issues promptly and propose alternate solutions as needed
• Provide insight and relay the voice of customers with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering
• Keep customers informed on new features, functions, and procedure changes with Kalderos’s solutions
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

What you’ll bring:

• Bachelor’s degree in business, science, technology, or healthcare administration field, or equivalent experience
• 5+ years of professional experience building and maintaining customer relationships
• 3+ years of demonstrated experience in administering and/or implementing medical claims, healthcare data management, or similar SaaS/cloud-based product
• 2+ years of experience working with Salesforce or equivalent CRM system
• Confident, high energy, self-motivated, and a true team player
• Excellent organization skills with the ability to work independently, prioritize, and multi-task with minimal direction
• Proven track record of establishing oneself as a strategic trusted advisor to industry-leading customers
• Demonstrated success in managing and facilitating customer renewals from start to finish
• Ability to articulate complex concepts to varying audiences with excellent communication skills via phone, email, and in-person meetings
• Ability to persuade others, create a compelling point of view, and defend it with customers and internal stakeholders
• A sense of timeliness and urgency to address issues and resolve them expeditiously
• High standards for excellence and strict adherence to policies, controls, procedures, and timelines
• Proven track record of success in an ambiguous and dynamic environment
• Proven track record of success in creating strong internal and external relationships
• Strong analytical skills with the ability to process and interpret product utilization data and customer requirements, to help drive adoption and ROI
• High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office)
• Experience with data manipulation/data analysis using Tableau, Power BI, or SQL
• Strong project management skills with the ability to effectively handle multiple escalations and priorities at once
• Ability to travel for client and internal meetings as needed (10% - 25%)

Set Yourself Apart:

• Advanced degree in pharmacy, life science, healthcare administration, or accounting
• Experience with the 340B program and/or the Medicaid Drug Rebate program (pharmacies, hospitals, clinics, PBMs, state/federal agencies)
• Working knowledge of retail pharmacy and/or hospital pharmacy billing systems

Expected Salary Range: $115,000-$125,000 base + bonus

This position can be remote in the United States or hybrid in Chicago, IL or Boston, MA.

____________________________________________________________________________________________Highlighted Company Perks and Benefits

• Medical, Dental, and Vision benefits
• 401k with company match
• Flexible PTO with a 10 day minimum
• Opportunity for growth
• Mobile & Wifi Reimbursement
• Commuter Reimbursement
• Donation matching for charitable contributions
• Travel reimbursement for healthcare services not available near your home
• New employee home office setup reimbursement

What It’s Like Working Here

• We thrive on collaboration, because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
• We empower each other and believe in ensuring all voices are heard.
• We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture. 
• We’re curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.

To learn more: https://www.kalderos.com/company/culture

We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

Kalderos is proud to be an equal opportunity workplace.  We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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