Customer Success Manager, Policy Reporter - Remote, US

Overview:

Policy Reporter offers a suite of insights products and consulting services to enhance market access strategies and patient support initiatives. By tracking payer policies in near real time, we ensure that the largest pharmaceutical, medical device and diagnostics manufacturers, leading academic institutions and organized provider groups have the most up-to-date data and evidence-based guidance to help patients access the therapies they need. For more information, please visit https://www.policyreporter.com. 

Policy Reporter’s Customer Success team has the responsibility for retention and growth of Market Access customers. This position will focus primarily on their pharmaceutical, Medical Device, and Diagnostic customer base, and partner directly with customers to advance our joint mission to smooth patient access to therapies, by ensuring successful deployment, adoption, and utilization of Policy Reporter’s products and services. The CSM is directly responsible for driving customer outcomes and building long-term relationships that result in positive retention and growth of the customer.

Retention & Growth

• Maintain positive net revenue retention across named customers with responsibility for the papering of the renewals through a fully-executed contract.
• Work directly with customers in day-to-day strategic support.
• Collaborate with internal stakeholders in support of customers.
• Develop a keen ear to channel opportunity expansion leads to sales. 

Optimize Customer Use Cases

• Responsible for understanding customer priorities, use cases, definition of success, and actions required to accelerate time to value.
• Build and manage day-to-day relationships with all customer stakeholders (decision makers, influencers, end users, etc.) across multiple brands and Market Access functions (Insights & Analytics, Payer Marketing, Field Teams, Contracting/Rebating, etc.). CSMs are the face of Policy Reporter and are responsible for ensuring these stakeholders understand who we are, what we do, and how we are evolving as an organization. These relationships are continuously evolving as our customers adopt new use cases across various teams, and as stakeholders transition in and out of roles.
• Meet regularly with customers to build relationships, review use cases and recent Market Access updates, review open projects and training plans, discuss open questions/needs/support.
• Maintain awareness of support requests by customer and develop a strategy to support high maintenance customers.
• Provide customer education, training, and strategic guidance on how to leverage Policy Reporter’s data and platforms to achieve priority use cases.
• Perform regular Partnership Reviews to ensure ongoing alignment on customer business/brand strategy and reflect on our partnership. Key objectives include – brand strategy and pipeline updates, key personas and use cases, recent engagement and strategic initiatives, feedback on partnership, upcoming engagement to drive outcomes.
  

Account Health & Advocacy of Customer

• Actively review a variety of leading indicators of account health to determine risk.
• Accountable for defining, implementing, and leading risk mitigation plans.
• Serve as an advocate and quarterback, representing the voice of the customer, when partnering with internal Policy Reporter teams
• Act as the internal and external escalation point of contact for any known or emerging customer issues
• Directly manage the renewal process for assigned accounts and the papering of those renewals through a fully executed contract
• And other duties as assigned

• Bachelor's degree in marketing/business or related discipline.
• 5+ years’ experience in account management and/or leading client relationships. Mastered client management best practices & principles.
• Market Access domain expertise (deep understanding of current and future payer trends; intimate knowledge of Payer, PBM, and IDN organization structures and offerings; understands nuances of channels, benefit designs, site of care; understands and appreciates contracting strategies pharmaceutical companies deploy to obtain favorable access).
• Understanding of common brand strategies to optimize patient access to therapies.
• Able to lead multiple strategic engagements at once while representing the voice of the customer internally - aligns and leverages internal resources in support of customer needs or issues.
• Able to orchestrate, lead and influence stakeholders to drive decisions collaboratively, resolving conflict and ensuring follow through with exceptional verbal and written communications.
• Superior analytical, quantitative, and conceptual thinking skills and strong interpersonal and communication skills.
• High level of empathy with a strong agility to learn and adapt, growth mindset.
• Demonstrated desire for continuous learning and improvement.
• Enthusiastic and creative thinker with the ability to inspire other

Policy Reporter’s Core Values

• Excellence
• Value & Respect
• Continuous Learning
• Ownership & Accountability
• Teamwork

Compensation: $80,000 - $90,000 USD base

Policy Reporter is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities.

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