Vice President, Client Success

TWRX delivers full-service pharmaceutical drug rebate management solutions for health providers. TWRX provides a suite of rebate management services including rebate identification, automation, adjudication, optimization, reconciliation, and reporting. TWRX creates more favorable conditions for both payers and consumers, ensuring that providers capture rebates for eligible prescription drug expenditures.

Job Purpose

TWRX is seeking an experienced Vice President to lead our growing Account Management team and manage key client relationships in the healthcare marketplace. This team supports active TWRX programs with its clients,which includes leading Hospital systems and medical specialty networks in the industry. This individual will work closely with the SVP of Business Development to ensure client success. They will be responsible for leading the account management team to ensure client success across all areas of the client lifecycle, including but not limited to: onboarding, monthly claims submission processing, internal and external reporting, business intelligence, formulary and data validation, trend insights, and other general rebate management needs.

This is a critical role for TWRX’s success in becoming the leading pharmaceutical cost management service for hospitals and specialty providers. The Vice President of Client Success will serve as the principal point-of-contact to support TWRX clients in capturing maximum rebate for their pharmaceutical spend. This is a client facing, always on, always ready position! This leader will demonstrate clear communication skills, strong engagement tactics, the ability to deliver consistently month over month, and will partner with our clients and formulary team leaders to develop strategies to grow rebate opportunities.

As a leader in our organization, they will also be responsible for fostering an environment that supports TWRX key values: Transparency, Compassion, Technology and Teamwork. These values are present each and every day as we grow our mission and team.

This role reports to the Chief Operating Officer and will work closely with the Chief Revenue Officer as well as peers in Operations, Finance, and Business Intelligence.

Essential Duties and Responsibilities:

• Serve as primary point of contact, or team lead, for client communications
• Collaborate with leadership to identify, optimize, and execute upon all operational needs of the TWRX Rebate Program
• Create and optimize operating processes and procedures that standardize program efficiency and effectiveness on a monthly, quarterly and annual basis including but not limited to: Onboarding, Submission Processing, Reporting, Remittance and Rebate Optimization
• Present to clients as an expert in the pharmaceutical rebate market and communicate effectively with clients
• Partner with Business Development, Operations, Finance, Business Intelligence, Technology and other Leaders in the division to manage day to day client expectations and needs
• Create and foster multi-year client relationships
• Work cross functionally to execute and deliver formulary rebate analyses, claims submissions, and other on-going rebate administration services
• Monitor client contract performance and ensure adherence to rebate and remittance related client contractual obligations
• Identify resolutions or appropriate escalation of client service issues in conjunction with operations (claims, service, and systems)
• Advocate and innovate to effectively lead through change. Compile and present client feedback, requests, and needs cross functionally to improve the client experience and program effectiveness as a whole
• Duties as assigned

Qualification Requirements:

• Bachelor's degree or equivalent experience and track record required.
• Experienced leader with 8+ years in operations, client success, account management, or other related field required
• Experience building and implementing standard operating procedures, and
• Minimum of 2 years in the long-term care, pharmaceutical, or technology industries preferred.
• Self-starter, capable of leading, directing, and supporting a team in a diverse environment with highly developed interpersonal, analytical, and communication skills.
• Must be able to relate professionally and positively with healthcare C-Suite executives with exceptional communication, interpersonal, presentation, and management skills.
• Prior experience managing relationships with C-suite executives in the nation’s largest health systems or Fortune 500 companies preferred
• Experience implementing and managing a client service CRM
• Travel may be required for account visits and participation in client activities.
• COVID-19 vaccine where required in accordance with state law and/or location preference.

Job Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Retirement savings
• Paid time off

Location

• Remote with travel to client locations, internal business meetings, and other locations as needed.

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