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Customer Success Manager - Mfr

Customer Service · Full-time · Chicago, United States

About Our Organization

At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing.  Our success is measured when we can empower all of healthcare to focus more on improving the health of people. 

That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.

That’s where you come in! 

Who We’re Looking For

For the Customer Success Manager-Manufacturing position, we’re looking for someone who can help ensure customers have a positive experience through excellent customer service, provide comprehensive support for customer use of Kalderos’ applications, and develop process improvement to enable Kalderos operations to scale effectively. Across all roles, we look for future team members who will live our values of Collaboration, Inspired, Steadfast, Courageous, and Excellence. 

We’re a team of people striving for the best, so naturally, we want to hire the best! We know that job postings can be intimidating, and don’t expect any candidate to check off every box we have listed (though if you can, AWESOME!). We encourage you to apply if your experience matches about 70% of this posting.

  • 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.

General Experience Guidelines

We know your experience extends beyond what you have on paper. The following is a guideline of general experience we’re looking for in this role:

  • Bachelor’s degree in business, science, technology, healthcare administration field, or equivalent.

  • 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.

  • Demonstrated project management skills - effectively handle multiple customers, escalations, and priorities at once.

  • High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office).

  • 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 - 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.

Set Yourself Apart

  • 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.

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Highlighted Company Perks and Benefits

  • Continuous growth and development: Annual continuing education stipend supporting all employees on their ongoing knowledge journey.

  • Celebrating employee milestones: bi-annual stipend for all full-time employees to help you celebrate your exciting accomplishments throughout the year.

  • Work From Home Reimbursement: quarterly funds provided through the pandemic to help ensure all employees have what they need to be productive and effective while working from home.

  • A fair PTO system that allows for a healthy work-life balance. There’s no maximum, but there is a minimum; we want you to take breaks for yourself

  • 401K plan with a company match

  • Choose your own Technology: We’ll pay for your work computer 

What It’s Like Working Here

  • We thrive on collaboration, because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.

  • We empower each other: from our DEI Council, to affinity groups for underrepresented populations we believe in ensuring all voices are heard.

  • We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture. 

  • We’re curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.

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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