Sr. Customer Success Specialist - Specialty Pharmacy - Remote - Remote Eligible

Specialty Pharmacy SaaS, Senior Customer Success Specialist

Explore opportunities with CPS, part of the Optum family of businesses. We're dedicated to crafting and delivering innovative hospital and pharmacy solutions for better patient outcomes across the entire continuum of care. With CPS, you'll work alongside our team of more than 2,500 pharmacy professionals, technology experts, and industry leaders to drive superior financial, clinical, and operational performance for health systems nationwide. Ready to help shape the future of pharmacy and hospital solutions? Join us and discover the meaning behind Caring. Connecting. Growing together.

Who should apply? If you have worked in specialty pharmacy as a clinical nurse, implementation manager, pharmacist, pharmacy technician, or a supporting role for operations and looking for a unique opportunity to use your skills in a different direction than direct support, then apply and find out if this role is a good fit for you.

This is a fully remote position

As a full time, exempt Specialty Pharmacy SaaS, Senior Customer Success Specialist you will be an individual contributor in the Customer Success / Support organization responsible for building solid relationships with an assigned portfolio of key and/or strategic TherigySTM clients. This role serves as advocate for all Therigy clients, with a focus on Health System and Independent Specialty Pharmacy clients. The purpose of this role is to up-sell appropriate services to pharmacies, renewal of existing contracts, retention of customers and help clients maximize the value of their TherigySTM software solution through proactive account management and solid client relationships based on accountability and trust.

Primary Responsibilities:

• Managing specialty accounts that have a more advanced and/or complex operations model. You must be able to bring your experience in specialty pharmacy to recognize opportunities to enhance our client's operational efficiency and provide guidance on best practices
• Increase overall financial portfolio of customers through increased use of products and growth
• Own strategy and value delivery for multiple customers and develop a long-term vision to drive ongoing value, product adoption, account renewals, and expansion.
• Manage relationships with executive sponsors and key stakeholders within our client accounts in addition to operational points of contact to identify and support strategic customer goals
• Ensure customer satisfaction through proactive outreach and responsiveness to client needs and professional communications as validated by customer satisfaction surveys
• Establish client risk management criteria and develop custom analytical reports
• Act as a liaison between customers and internal teams to incorporate customer input and feedback into the ongoing evolution of existing and new products and services
• Elevate the customer's voice to TherigySTM product team and support Product Roadmap and impact to the industry
• Partner cross-functionally with Sales, Implementation, Product, and Clinical
• Deliver tailored product training to new and upsell products and features
• Support company growth objectives by identifying, positioning, and coordinating up-sell or expansion opportunities

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor's degree in Business, Health Science or related clinical discipline. Education requirements may be satisfied with equivalent specialty pharmacy experience
• 2+ years of experience either as an operational user of patient therapy management software within a specialty pharmacy, preferably health system specialty pharmacy, or as an account manager of a software platform used within a specialty pharmacy such a dispensing or EHR system. Software experience can be satisfied by Specialty Pharmacy Operational experience
• Ability and willingness to travel up to 25% of the time as needed

Preferred Qualifications:

• Project Management Experience. Certification preferred
• Experience supporting customer renewals or ongoing account lifecycle activities in a SaaS or healthcare technology environment. Exceptional verbal and written communication skills
• Proven experience independently leading initiatives that align complex solutions to customer or organizational needs at departmental and/or executive levels
• Working knowledge of data analytics/reporting needs of a specialty pharmacy (pharma/payor reporting)
• Proven ability to organize and lead effective meetings, internally and with clients; able to organize and document issues and actions in an easy-to-understand manner
• Proven ability to quickly grasp complex technical and business concepts and express them in clear language
• Demonstrated organizational and prioritization skills, with the ability to manage multiple concurrent initiatives and adapt to changing client needs
• Demonstrated solid collaboration skills; able to work effectively with other functional areas

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.