Customer Success Manager - Mfr at Kalderos

| 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
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • react.semantic-uiLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • DockerFrameworks
    • Microsoft SQL ServerDatabases
    • SparkDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • PrincipleDesign
    • StorybookDesign
    • AvocodeDesign
    • FigmaDesign
    • JIRAManagement

Location

Looking over the Chicago River, we’re located in a WeWork in the heart of Chicago’s downtown.

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 kinds of technical challenges do you and your team face?

As a front end developer, I'm building technology to help improve our customer's experience with our product. Some of the challenges I face involve ensuring what I build integrates effectively with the applications of my cross functional peers. When a problems arise, I know we have an amazing & knowledgeable group of people I can count on.

Sean

Lead Developer

How does the company support your career growth?

We’re a team of smart, passionate and self-directed professionals who thrive on creativity and innovation. Our approach is to foster an environment where people can be constantly expanding their technical skill set and pitch in to solve problems as they discover them -- which results in greater, broader responsibility and professional advancement.

Dave

CTO

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

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, dress how you want, and get ready to solve some big problems.

Matt

Product Designer

What are Kalderos Perks + Benefits

Kalderos Benefits Overview

We are looking for people that are committed to fulfilling the Kalderos mission and vision. We understand that our employees are the most important asset we have in accomplishing our goals and we believe in providing our employees a robust set of benefits to balance their health, finances, and work/life.

Health: We believe that all of our Kalderos team members deserve access to quality health plans and the options to find one that fits you and your family’s needs.

Finance: We know that there is a lot to worry about when trying to balance your current and future personal
finances and have provided a number of benefits to help alleviate some of the concerns.

Work/Life: We value the time and effort that our employees put into making Kalderos a success and want to make sure that we provide employees benefits to most effectively manage your lives outside of work.

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Kalderos offers two plans through Aetna and MetLife.
Vision Benefits
Kalderos offers two plans through Aetna Vision and Metlife Vision.
Health Insurance Benefits
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.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Kalderos offers a fully-vested matching contribution of 100% on the first 3% of employee deferrals, plus 50% on the next 2% deferred
Company Equity
Kalderos offers stock options as part of our standard compensation package.
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
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
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Kalderos offers a self directed, fair PTO policy. We have a minimum number of PTO days (10) for employees but no maximum.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Kalderos offers pre-tax dollars to pay for your commute on the L or Metra.
Company Outings
Game Room
Some Meals Provided
Kalderos is partnering with Doordash to give us a subscription to DashPass. Your DashPass subscription has several benefits, including $0 delivery fees, reduced service fees, and many more.
Happy Hours
At Kalderos, we like to celebrate all of our successes whether big or small. We don’t think the small ones ever get enough recognition, that is why we make sure to celebrate them every Thursday.
Fitness Subsidies
We have an on-site gym with a one-time initiation fee.
Home Office Stipend for Remote Employees
We offer a $250.00 home office stipend.
Professional Development Benefits
Diversity Program
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.
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 fair PTO policy, flexible working schedule, collaborative work environment, continuous education stipend and weekly happy hours we also are proud to offer a celebration stipend because we believe in celebrating successes whenever they are a part of life or work.

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