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 are looking for an Associate Director to ensure our Customer Success, Manufacturer team is equipped to provide customers a positive experience through excellent customer service, providing general support for customer use of Kalderos’ applications. This person will strategically guide process improvement efforts to enable Kalderos to scale effectively.
What You'll Do:
As a member of the Customer Operations team, the Associate Director of Customer Success manages a team of Customer Success Managers and Sr. Customer Success Managers who work alongside our customers to optimize value delivery post sales. You play a vital role on the Kalderos team by leading customer success teams in achieving satisfaction and growth to ultimately drive retention and expansion. In this role, you will work side-by-side with account executives and cross functional internal stakeholders to foster proactive partnerships and provide best-in-class services. Our ideal Associate Director of Customer Success is a leader and customer champion who is passionate about establishing best and leading practices in delivery with a high degree of consistency and can effectively manage people. You will be building relationships, fostering open communication, managing conflict, clearly articulating expectations and creating accountability. The Associate Director of Customer Success embraces opportunities and challenges with the same level of enthusiasm and is all about building and maintaining strong customer relationships, and is driven to produce only the highest quality customer service.
- Manage and develop a team of Customer Success professionals by combining the customers' goals with the business's goals to form a cohesive, data-led, and customer-informed process.
- Guide the team alignment of activities to achieve company goals and team priorities leveraging best practices and repeatable processes
- Onboard new team members efficiently and effectively
- Provide guidance and coaching to team members as they develop strategic value plans for each account
- Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships
- Add value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team
- Minimize customer escalations through proactive and holistic account monitoring and stakeholder engagement/management
- Communicate and prioritize Customer and CS needs to cross functional teams and executive leadership
- Monitor client health and product adoption and provide regular reports to leadership highlighting areas of risk and mitigation plans
- Partner with sales leadership to support client pre and post sales
- Develop expertise in products and value proposition of platform for all stakeholders in the 340B and Medicaid space
- Provide insight and relay the voice of customers with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.
- Work with Customer Success Operations to implement new processes to drive efficiency and to ensure data accuracy
- Partner with Customer Success leadership to draft and implement compensation plans for the entire CS team, with the goal of encouraging productivity and performance, and rewarding customer-goal and business-goal achievement.
- Partner with Customer Success leadership to determining the metrics, health scores, and KPIs relevant to Customer Success
What You'll Bring:
- Bachelor’s degree in business, science, technology, or healthcare administration field, or equivalent experience
- 7+ years of professional experience building and maintaining customer relationships
- 3+ years of professional experience building and scaling customer success teams
- 5+ years of demonstrated experience in administering and/or implementing a medical claims, healthcare data management, or similar SaaS/cloud-based product
- 5+ years of experience working with Salesforce or equivalent CRM system
- Deep understanding of software businesses, with knowledge of both the subscription and renewal models
- A self-starter with a proactive work ethic, with an entrepreneurial and accountable mindset who can also work well in a team-focused and collaborative environment
- Ability to align a team to goal based activities in a fast paced and dynamic environment
- Ability to work on multiple projects, define tasks, and assign priority levels with minimal supervision and meet deadlines
- Data Driven and analytical; able to use data to measure the impact of solutions on the business to help drive adoption and ROI
- Advanced business experience with the ability to solve complex, multidisciplinary problems in an analytical and data-driven manner, and implement solutions while driving business growth
- Move fast: The ability to ruthlessly prioritize in order to execute key projects within set timelines with multiple competing demands.
- Ownership mentality: The desire to take ownership of challenges or problems and solve them autonomously.
- Ability to persuade others and 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 in an ambiguous and dynamic environment
- Exceptional attention to detail, relationship building & problem-solving skills with strict adherence to policies, controls, procedures, and timelines
- Trusted Advisor. Lives integrity and delivers on promises…every time
- An excellent communicator, with an entrepreneurial mindset. Ability to build internal and external relationships that drive business for both parties and move the relationship forward
- High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office)
- 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
- 3+ years 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: $120,000 - $145,000 base + commission
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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.
Kalderos participates in E-Verify.