Director of Client Success
Company Overview
Founded in 2015, PHIL is a Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving prescriptions. This is a complex, archaic industry, and we've set out to change that.
PHIL’s B2B2C platform provides an end-to-end prescription management and delivery service. Our robust platform connects patients, prescribers, pharmacies, and manufacturers, enabling easy and affordable access to medicine. Through its digital stakeholder experiences, patient access services, market access solutions, and distribution models, pharma manufacturers can deliver affordable and timely therapy access to patients, resulting in more patients staying on their treatment plans longer. Consequently, pharma manufacturers are enabled for more innovation.
The team at PHIL is a group of like-minded individuals from varying backgrounds, passionate about creating a new and innovative healthcare platform that is focused on patient experience and overall human wellbeing. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading!
Position Overview
PHIL is seeking a talented and experienced Client Success Director to drive the success of pharmaceutical manufacturers’ current products on our platform, and to work with the client to bring new products onboard. This role combines strategy, analytics, sales, and coordination between multiple internal parties. This role reports to the VP of Client Success and functions as a general manager of his/her clients with revenue and market share accountability, and will own an eight-figure portfolio.
Responsibilities:
Own the client relationship – Become the face of the company to the client by deeply understanding the client’s program economics and how our company improves those economics. Also understand the client’s and its competitors' products and market trends in that therapy class. Work with senior pharma stakeholders to develop an annual growth plan with mutually agreed upon metrics. Manage monthly meetings to review how well we’re delivering on our promises and quarterly senior business reviews to evaluate progress and new opportunities.
Own program launches – Work with client stakeholders and internal resources to ensure new program launches are well executed. Develop and execute structured plans to ensure smooth program launches, proactively identifying success drivers and achieving key pre-launch milestones.
Improve programs and outcomes – Work closely with clients to refine program design, ensuring alignment with patient access and commercialization objectives. Proactively identify and propose to client leadership business rule changes that will help the client achieve their objectives.
Conduct performance analysis – Continuously assess program performance against key success metrics, identifying opportunities to enhance value and improve outcomes. Understand our data and the client’s data and methodology. Be comfortable using the data to drive program insights and to report to the client. Proactively identify negative trends and work with the client and internal teams to address issues.
Upsell services – Look for new opportunities for the company and, with client advocates, build the business case to bring new therapies onto our platform or otherwise build the business
Navigate client relationships well – Maintain trust when the client pushes back and work with complex client dynamics
Coordinate crossfunctionally - Work well with different mindsets and skills sets across technology, operations, sales, and support to get things done for the client.
Qualifications:
Bachelor’s degree in Business, Healthcare Management, or a related field (or equivalent experience).
8-10+ years of experience in a client-facing role with a strong focus on patient access and commercialization, or a deep understanding of patient access within the pharmaceutical industry
Experience presenting to senior leaders in the pharmaceutical industry
Excellent communication and stakeholder management skills, with the ability to align clients and internal teams around shared goals and navigate challenging conversations.
Data-driven mindset, using structured problem-solving approaches to identify key performance levers and drive strategic insights, and a comfort working with data
Proven ability to drive results, both through direct execution and by influencing cross-functional teams.
Benefits
Ground floor opportunity with one of the fastest-growing startups in health-tech
Fully remote working environment
Competitive compensation (commensurate with experience)
Full benefits (medical, dental, vision)
401(k) contribution opportunity
Work with truly amazing and passionate people