Customer Success Manager - Mfr

| Chicago | Remote
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What We Do

At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community. We are on a mission to solve systemic problems of the healthcare system, redefining how the business of healthcare performsTM. We measure our success when we can empower all of healthcare to focus more on improving the health of people.

To learn more: https://www.kalderos.com/company/about 

As a member of the Customer Operations team, the Customer Success Manager leads our most valuable customers and stakeholders through the adoption and production use of our drug discount and rebate products and solutions. You will work with drug manufacturers, covered entities, payers (including states and pharmacy benefit managers) to bring transparency and trust to drug discount programs. You will play a vital role by supporting operations to achieve customer satisfaction and growth to ultimately drive retention and expansion. Kalderos provides the resources and training to become successful in this professional role with high exposure to our top sales executives, our centers of excellence (CoEs), and founding team members. Our commitment to customer success is delivered by fostering proactive partnerships and providing best-in-class solutions. Our ideal Customer Success Manager is a strategist, organizer, and executor who is passionate about getting things done on-time and with a high degree of excellence and foresight. The Customer Success Manager loves problem-solving, achieving and exceeding revenue objectives, is about building and maintaining relationships, and is driven to produce only the highest quality customer experience.

What impact you’ll have

  • Support drug manufacturers through onboarding and production operations as they use our products and solutions that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Discount Pricing Program.
  • Work with states and pharmacy benefit managers using our payer solutions to bring transparency, trust, and contract compliance to drug discount programs for commercial managed care.
  • Create, analyze, and deliver validated dispute reports to state agencies.
  • Engage US states in dispute resolution on behalf of customers.
  • Identify and build greater efficiency and effectiveness into critical customer success execution activities.
  • Minimize customer escalations through proactive account monitoring and stakeholder engagement/management.
  • Schedule and host meetings with customers and internal stakeholders for status updates and business reviews.
  • Raise critical customer concerns and work with design, product, and data management teams to resolve key issues in a timely manner.
  • Troubleshoot and solve issues that arise among various drug duplicate discount stakeholders.
  • Work alongside key stakeholders in product, sales, and design as subject matter expert (SME) to ensure full adoption and high utilization of Kalderos solutions to achieve optimal business value.
  • Assist product team in the development of new features and functionality based on customer experiences.
  • Keep customers informed on new features, functions, and procedure changes with Kalderos’ software.
  • Maintain a clear understanding of customer success criteria and goals achievement and align with Kalderos objectives and key results (OKRs).
  • Gather and assemble information for customers and internal stakeholders for status updates and business reviews.
  • Report and monitor success through key metrics presented in business reviews and customer satisfaction survey results.
  • Onboard new Kalderos employees on solutions, tools, and applications used for customer engagement and deliverables.
  • Routinely reviews data and related reports to ensure quarterly objectives are met.
  • Build and maintain intra-departmental workflows.
  • Solicit customer feedback, identify process improvement opportunities, and recommend system enhancements.
  • Author help center articles, frequently asked questions (FAQs), and social media posts   to assist customers with the proper use of our solutions and understanding our vision to redefine how healthcare performs and operates.
  • Maintain knowledge base of industry news and state/federal policy regarding changes to invoicing, dispute resolution, and process guidelines.

What you’ll bring

  • Bachelor’s degree in business, science, technology, healthcare administration field, or equivalent.
  • 5+ years of customer success, implementation, or project delivery experience.
  • 5+ years of professional experience building and maintaining customer relationships while managing a customer instance in a SaaS environment.
  • 2+ years of experience in administering and/or implementing a healthcare data management, medical claims, or similar SaaS/cloud-based product or platform.
  • 2+ years of experience working with Salesforce or equivalent CRM system.
  • Strong project management skills with ability to effectively handle multiple escalations and priorities at once.
  • High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office).
  • Experience with data manipulation/data analysis using Tableau, Power BI, or SQL.
  • Proven track record of establishing oneself as a strategic trusted advisor to industry-leading customers.
  • Ability to articulate complex concepts to varying audiences with excellent communication skills.
  • Ability to effectively communicate via virtual meeting and collaboration software.
  • Strong analytical skills with the ability to process and interpret product utilization data and customer requirements, to help drive adoption and ROI.
  • Excellent organization skills with ability to work independently, prioritize, and multi-task with minimal direction.
  • A sense of timeliness and urgency to address issues and resolve them expeditiously.
  • High standards for excellence and strict adherence to policies, controls, procedures, and timelines.

Nice to Haves

  • Advanced degree in pharmacy, life science, healthcare administration, or accounting.
  • Registered pharmacist operating in a clinical or retail setting.
  • At least 3 years experience with the 340B program and/or the Medicaid Drug Rebate Program (pharmacies, hospitals, clinics, PBMs, state/federal agencies).
  • Project Management certification or methodology training (PMP, PRINCE2, SAFe, or equivalent).
  • Working knowledge of retail pharmacy, hospital pharmacy billing systems, or EMR/EHR.

Company Perks

  • 401K plan with matching
  • Healthcare benefits
  • Flexible work schedule
  • A fair PTO system that encourages people to take the time they need to be healthy and be their best 
  • Opportunity to work on new technologies and learn new skills
  • Celebration and education stipends

To learn more: https://www.kalderos.com/company/culture

Kalderos is 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.

Due to the circumstances of the COVID-19 pandemic, Kalderos has decided to protect our current and future employees by shifting to an entirely remote workforce. We will continue to operate, interview, onboard, and work remotely. Please be aware that some of our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities and the CDC

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • react.semantic-uiLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • DockerFrameworks
    • Microsoft SQL ServerDatabases
    • SparkDatabases
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • PrincipleDesign
    • StorybookDesign
    • AvocodeDesign
    • FigmaDesign
    • JIRAManagement
    • WebflowCMS
    • Adobe BizibleCRM
    • DocuSignCRM
    • HubSpotCRM
    • SageCRM
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration
    • AsanaProject Management

Location

We’re located in a WeWork in Chicago's bustling West Loop neighborhood! Our offices are a short walk from the CTA Blue Line and the downtown loop L lines. We're also steps away from Union Station and Ogilvie Transportation Center and easily accessible right off of all downtown expressways.

An Insider's view of Kalderos

What's something quirky about your company?

Our culture encourages individuality and strong opinions. There is never a shortage of thoughtful recommendations or particular preferences. All of these differences make our conversations lively - but always progressing towards our goal of bringing transparency and trust to the healthcare space.

Allison

Client Relationship Manager

What does your typical day look like?

A typical day here is full of interesting challenges, fun filled conversations, and growth opportunities. Everyone is friendly and eager to come together to help you succeed, and this motivates me to push my limits and deliver beyond expectations.

Sameer

Principal Data Engineer

What makes someone successful on your team?

A good attitude, an open mind, someone who is adaptable, enjoys solving complex problems and the excitement that comes with working for a startup.

Sara

VP of Finance

What is your vision for the company?

Kalderos is a purpose-driven group of multidisciplinary collaborators -- our purpose is to bring transparency to one of the most opaque parts of the healthcare system. Our solutions will empower all stakeholders in the healthcare ecosystem to focus on improving the well-being of people, rather than financial engineering.

Micah

President & COO

What’s the vibe like in the office?

Our vibe is a combination of trust, collaboration, and stimulation. We’re a young company with big ideas, super smart people, and an eagerness to make some real change. The general attitude is -- be yourself and get ready to solve some big problems.

Matt

Manager of Product Design

What are Kalderos Perks + Benefits

Kalderos Benefits Overview

We understand that our team members allow us to accomplish our goals, which is why we have partnered across all centers of excellence to create a working environment that allows each contributor to be their best selves.

At Kalderos we are dedicated to supporting team members based on their needs—

Life + work balance: We think a balanced lifestyle is a right, not just a perk. We have an unlimited paid time off policy (with an enforced minimum number of days off) and flexible work modes that allow team members to manage work on their schedule.

Health and wellness: With health, dental and vision insurance, and robust parental and caregiver leave policies, we aim to ensure you have the resources you and your family need to stay healthy.

Choose your working mode: Work remote, leverage a local coworking space, or pop into the office a few days a week—Kalderos adopts a "choose your own adventure" model for getting work done, with customized perks to support your preference.

Culture
Partners with nonprofits
Kalderos is proud to be based in Chicago and to be part of the growing local economy of tech companies. Diversity and inclusion are part of our core values at Kalderos and we are excited to influence
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
At Kalderos, we are focused on getting things done, not on the hours you spend on getting things done.
Remote work program
Kalderos is a remote-first company that gives workers the opportunity to choose their preferred working mode.
Diversity
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Kalderos offers two plans through Aetna and MetLife.
Vision insurance
Kalderos offers two plans through Aetna Vision and Metlife Vision.
Health insurance
Kalderos offers four comprehensive plans through Aetna. Additional coverage includes free membership to One Medical, Health Advocate and Teledoc.
Life insurance
Kalderos offers supplemental life insurance through MetLife.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
We welcome employees to proactively prepare for retirement with our fully-vested matching contribution of 100% of the first 3% of your employee deferral, plus 50% on the next 2% deferred.
Company equity
Kalderos offers stock options as part of our standard compensation package.
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Kalderos offers a self-directed unlimited PTO policy. We have an enforced minimum number of days off but no maximum.
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Those who choose the in-office working mode can subsidize their commute.
Free snacks and drinks
Some meals provided
Kalderos has partnered with DoorDash to provide every employee with a DashPass subscription. DashPass benefits include $0 delivery fees, reduced service fees, and occasional company-wide meal credits.
Home-office stipend for remote employees
Those who choose a hybrid or work remote working mode have access to a home office stipend.
Professional Development Benefits
Lunch and learns
Kalderos hosts monthly lunch and learns lead by our leadership and teammates.
Promote from within
Continuing education stipend
Kalderos wants to foster a culture of continuous personal exploration and improvement - we offer money to develop new skills, refine existing skills, and explore areas of growth for your development.
Continuing education available during work hours
Paid industry certifications
Our continuing education stipend gives each employee $500/yr to use towards a course, textbook, or some other form of education.

Additional Perks + Benefits

Beyond our unlimited PTO policy, flexible work modes, continuous education stipend and parental/family leave we also are proud to offer contribution matching for donating to the charity of your choice, as well as a celebration stipend for successes big and small in life and work.

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