Director Customer Success (Pharmacy and Payer vertical)

Customer Success at PQS by Innovaccer

We at PQS believe that improving patient health outcomes starts with quality measurement. With our flagship technology platform EQUIPP® as the foundation, we connect payers and providers who value measurement and share our mission to contribute to a healthier world. 

PQS connects major healthcare payers with 95% of pharmacies to support quality improvement for over 60 million patients.  We support providers and payers with insights to understand quality improvement opportunities. We care about elevating the role of pharmacy to make a difference in a patient's quality of life. Our Go to Market (GTM) team is passionate about healthcare and wants to leave a positive impact in the ecosystem. You are the tip of the spear that leads the organization externally. If this excites you, let's chat about how you can help us tell our special story

About the Role

The role of the Director-Customer Success will be responsible for leading and selling PQS engagement projects and quality-based performance programs with payer clients in the managed care sector and maintaining positive relationships with key accounts to ensure that customer needs are being met. The Director - Customer Success is to be a trusted advisor to payer clients who plans and delivers work according to deadlines and within budget but also drives new solutions to best serve the clients. You'll work as part of a creative team of product, data, and integration engineers and designers to deploy our platform and solutions against the most challenging problems in the healthcare industry where pharmacy can be impactful.

You’ll immerse yourselves in our customers' most intricate strategic objectives, explore the business problems and understand their true needs, and deliver our solutions to enable our pharmacy customers to scale and drive adoption while ensuring a great experience for your customers. The problems you tackle will require an analytical and technological mindset, a sharp intuition for the key business and technology issues, and a strong degree of user empathy.

A Day in the Life

• Understand payer customer needs and be a client-counselor by working together with the customer to come up with solutions to key customer problems and business objectives. Build a payer client relationship and acts as a trusted advisor to the client
• Manage the overall delivery of the contract (charters, kickoffs, requirement gathering, delivery, QBRs) Manage the overall budget and adherence to schedule.
• Identify relevant datasets through deep engagement with customer problems and workflows, and work with forward-deployed engineers to integrate the data into a stable and extensible pipeline as well as customer and product engineering teams to build bespoke workflows for new user groups.
• Present the results of our work and proposals for future work to audiences across all layers of our customers organization

 What You Need

• Experience in payer/pbm account management, customer success, or client services/management consulting in the technology and healthcare sector (for a portfolio of 3-5 customers).
• Analytical mindset and demonstrated capability to have worked on analytical or digital transformation projects
• Computer Science or Engineering (any discipline) background.
• Experience in either Value-Based Care, Pharmacy Operations and Clinical Programs, Population Health, Health System Operations.
• Executive presence and the ability to engage with senior-level clients with excellent written, verbal communication skills
• Experience in business requirement gathering and expectation management during projects to ensure customer satisfaction.
• Experience in interacting with delivery/engineering teams in a technology company is a strong plus
• Worked with offshore/India teams extensively
• Extraordinary ability to take on open-ended problems in unstructured environments, dive into details and deliver outcomes
• Ability to travel 30%-40%. Varies by location and team.

We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

• Generous PTO Benefits: Enjoy PTO benefit accrual of 22 days per year.
• Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition.
• Rewards & Recognition: Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance. Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance.
• Insurance Benefits: We offer medical, dental, and vision benefits along with 100% company-sponsored short and long-term disability and basic life insurance. Legal aid and pet insurance options are available at a discounted rate.

Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

Disclaimer: Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.