The Customer Relationship Manager will ensure customers have a positive experience through excellent customer service, providing general support for customer use of Kalderos’ applications, and assisting with process improvement efforts to enable Kalderos to scale effectively.

Detailed Responsibilities to Include:

• Point of contact for covered entities and for day to day communication to resolve issues in the use of our application and services
• Support on-boarding of covered entity users and application support
• Develop automated messaging campaign and maintain and update customer relationship management database (e.g., Intercom/Salesforce)
• Assist with writing new help center articles and edit existing articles to address users’ frequently asked questions 
• Compile and manage monthly reports related to covered entity’s activity
• Assist with the development of KPIs which may be used to measure business performance
• Responsible for maintaining a high level of professionalism with customers to establish a positive rapport
• Solicit client feedback, identify process improvement opportunities, and recommend system enhancements
• Ability to develop work plans to meet deliverable timelines
• Minimize customer escalations through proactive account monitoring and stakeholder engagement/management
• Maintains knowledge of the healthcare and pharmacy services industry to make recommendations to improve Kalderos’ program efficiencies

 
Experience and Qualifications:

The ideal candidate will have customer service experience and the ability to work with clients to create a positive learning experience in the use of Kalderos applications. The ideal candidate will possess the following attributes and requirements: 

• Bachelor’s degree in business-related major (marketing, accounting) or healthcare administration
• At least 2 years experience with the 340B program and/or the Medicaid Drug Rebate program (pharmacy, hospital, clinic, PBM)
• At least 2 years of experience building and maintaining client relationships
• Experience with customer management applications (e.g., Intercom, Salesforce) preferred
• Ability to handle incoming customer requests and ensure that issues are resolved promptly and thoroughly
• Experience communicating verbally (conference calls, face-to-face) and in writing (emails, letters, reports, presentations) to various audiences (external clients, company management)
• Strong project management skills and the ability to effectively juggle multiple escalations and priorities at once
• Ability to organize and track activities related to assigned work projects
• Exceptional written and oral communication skills are required
• Working knowledge of retail pharmacy and/or hospital pharmacy billing systems preferred
• High level of proficiency with Microsoft Office Suite (Excel, Powerpoint, Word) and/or Google G-suite for Business Applications
• Experience with data manipulation / data analysis using tools such as Power BI, SQL or Tableau preferred
• Ability to proactively identify risks and dependencies and put in place plans to mitigate them
• Adaptability, flexibility, and the conviction to make the right decision on behalf of Kalderos’ customers under stress, with high tension and tight deadlines expected from a startup environment