Who We Are 

Claritas Rx started with a simple vision: to tangibly improve how biopharmaceutical manufacturers understand their specialty product performance in the marketplace and help rare disease patients continue to get access to the best treatments for them. Since then, Claritas Rx has grown from a small channel data consultancy to become a pioneer in patient-level data integration and analytics for the biopharmaceutical industry. Today, our customers range from small biotechnology companies launching their first specialty product to large global manufacturers with a strong portfolio of specialty products. 

 

The Position

Every day, Life Science companies use Claritas Rx solutions to improve and enhance the treatment journey for patients dealing with rare diseases. We have a strong customer team of domain experts that help scale a premier channel management solution.

At Claritas Rx, our Customer Success Directors own the business relationship with our customers. CS Directors are responsible for meeting Claritas’ revenue and gross margin targets while ensuring a high degree of customer satisfaction across our portfolio of programs. They are our strategic advisors, internally and for our customers, serving as an escalation point and responsible for growing the relationship with our customers.

CS Directors understand the business needs of various functions within our customers, including Market Access, Sales Operations/Commercial Analytics, Trade and Operations, IT and Finance. They work cross-functionally with Product, Engineering, Business Development, Privacy & Compliance, and other Customer Success Directors to bring our solutions to a variety of customers.

Key Accountabilities

• Direct teams of Customer Success Managers, Analysts and Data Operations Specialists to deliver our product and service to customers. Guide the day-to-day activities of a team of junior to mid-level Customer Success colleagues, including training, mentoring, and providing feedback.
• Establish and maintain best practices by defining and following standard policies, procedures, and program artifacts (templates, checklists, etc.), to ensure consistent delivery across programs.
• Meet regularly with other Customer Success Directors, leaders in the Delivery & Operations organization, and the SVP of Customer Experience to discuss best practices and align on delivery models consistent with these best practices.
• Own monthly invoicing activities. Monitor team member allocation compared to contracted resource allocations and manage staffing expectations with customers.
• Understand your customers’ business objectives and pro-actively suggest opportunities for where Claritas can do more for their business, particularly in the areas of enhanced patient services and predictive analytics.
• Author Statements of Work (SOWs) for customers for renewals and expansion opportunities.
• Serve as point of customer escalation after CS Manager but before the Claritas Corporate Leadership Team (CLT). 
• Participate with BD in new sales pitch for delivery and field content-related questions.
• Participate in meetings with Product Development, to serve as the voice of the customer and share insight into product capabilities for customer expansion and internal efficiency.

Key Performance Indicators: Customer Referenceability, Net Revenue Retention (specifically, minimizing customer churn and increasing customer up-sell and cross-sell expansion), Gross Margins

 

Who You Are

Education/Experience:

Required:

• Deep knowledge of biopharmaceutical marketing, managed markets, or distribution.
• A creative approach to analytical problem solving and a relentless passion for quality.
• Track record of building customer relationships and expanding business relationships with existing customers.
• A willingness to contribute to the greater organization beyond just customer accounts.
• Experience managing teams and direct reports.
• Excellent written and oral communication.
• Excellent quantitative analysis skills.

Preferred:

• 8+ years of experience in a commercial capacity at a pharma/biotech manufacturer; a health tech start-up; or a healthcare consulting role.
• Familiarity with healthcare data sources (transactional, clinical, behavioral).
• MBA or other related graduate-level degree.
• Academic training in public health, operations research, biostatistics, informatics, or computer science, is also a plus.

Join Us

We are seeking to add new expertise and perspective to our strong team of experienced professionals.  We aspire to a culture of accelerated professional development through: shared learning and collaboration; a respectful and fun work environment; and employee empowerment through the effective use of technology and tools. 

In addition to our great environment, we offer a competitive salary and benefits package and the opportunity to make a significant impact on a first-in-industry digital health solution.  Please send a cover letter along with your resume when applying to the position of interest.  Claritas Rx embraces diversity, equality, and transparency.  We are committed to building a team that comprises a variety of backgrounds, perspectives, and talents.  We believe the more inclusive we are, the better we are.