GraphiteRx is a modern pharmacy marketplace platform that is transforming healthcare by reimagining how pharmacies and suppliers do business, together. We empower pharmaceutical suppliers to better serve customers by making it easier for pharmacies and clinics to procure medications in a more cost-effective and transparent manner. Our belief is simple. When we help pharmacies and suppliers win, patients and healthcare win too! GraphiteRx is located in Nashville, TN and is backed by Bowery Capital and lool Ventures.


We are seeking a Customer Operations Leader to join us in our next phase of growth to build and lead a world-class customer operations organization that sets GraphiteRx apart from the rest!  This person will have had previous experience leading all phases of the customer lifecycle including initial contracting, onboarding and implementation, support, account management and customer success. You have vision, strategy and the tools to lead a team of dedicated professionals while also the experience and desire to  serve as a player coach for all key functions on your team. 


Responsibilities


  • Build and nurture a team environment that is customer-centric, championing our values and company-wide culture of obsessive customer focus, leading to a satisfied and highly referenceable customer base. 

  • Champion the needs of our customers and set best in class standards for customer retention by establishing and documenting best practices and processes to ensure optimal customer support and outcomes, including implementation and ongoing utilization of GraphiteRx’s technology and services. 

  • Serve as a key point of contact for GraphiteRx customers following deal closure.  This includes internal and customer kickoff meetings, contract reviews, implementation and integration timelines, key milestone check in and deadlines.

  • Build and constantly develop customer training collateral and processes, including communication for the introduction of new product features and functionality. 

  • Partner with Product Management to understand customer needs and effectively measure customer usage, feedback and satisfaction and incorporate those findings into product and service developments.

  • Recruit, coach, mentor and retain an industry leading team with a focus on defining clear roles & responsibilities that encourage autonomy and accountability.

  • Manage organization with transparent, data-driven decision making and define operations metrics processes, procedures, best-practices, and KPIs.


Qualifications


  • 7+ years of progressive operational leadership experience with 2+ years in a customer facing role. 

  • High-energy, hands on, entrepreneurial leader with a proven track record of creating operational efficiency, preferably in an early stage or venture backed B2B SaaS or marketplace startup that has scaled successfully through rapid growth. 

  • Ability to attract, develop, and inspire high-performing, customer-focused talent; excellent people management skills; high emotional intelligence and consideration for team morale and individual career progression.

  • Operational discipline with an analytical and process-oriented mindset and ability to leverage quantitative and qualitative data to drive decisions and generate results.

  • Willingness to travel up to 20% of time for customer meetings and tradeshows. 

  • Bachelor’s degree preferred, graduate degree is a plus. 

  • Familiarity with healthcare and/or pharmaceutical space and experience implementing a healthcare solution with large health system organizations is a plus. 

  • Experience with Salesforce and project management systems is a plus. 


Benefits

  • Join a fast-growing company early, make a difference, and enjoy the journey!

  • Competitive compensation, startup options, and a rich benefits package, which includes health, dental, vision, life insurance, 401k, a generous leave policy, and more.

  •  Fun startup work environment with catered team lunches, happy hours, and team events.

  • Centrally located office in Nashville within walking distance from great restaurants and coffee shops.


GraphiteRx is committed to building a diverse and inclusive company that celebrates and develops individuals of all backgrounds. We are an equal opportunity employer and encourage all applicants.

When applying for this role online please include a brief cover letter/note explaining why you are the right person for our team!