Senior Director, Customer Success Management [Enterprise Partnerships]

Alto Pharmacy is a full-service, digitally-powered pharmacy that makes it simple to live your healthiest life by providing an easier, more supportive and more affordable pharmacy experience. We’re redefining what a pharmacy can do, with fast and reliable prescription delivery, tools like treatment reminders and medication bundling, direct access to care specialists, and support with insurance and cost savings. By focusing on the person behind the prescription, our model boosts adherence, improves health outcomes, and keeps our customers returning month after month. Learn more at www.alto.com.

The Sr. Director of Customer Success Management is responsible for leading the Enterprise Partnership customer success strategy and, over time with partnership growth, building a team of Customer Success Managers to support the Enterprise Partnership business in alignment with Alto’s Enterprise Partnership sales goals and business objectives. This dynamic position will focus on Enterprise Partnership success while directly driving revenue and gross profit.

You will work closely with cross-functional internal partners, including Enterprise Partnerships, Product & Technology, Data Science, Operations, Marketing, and Finance teams. You will formulate a vision for the structure and goals of the Customer Success team, design and implement consolidated reporting to monitor partnership health, and provide thoughtful feedback and recommendations to optimize partner experience. . You will be a trusted contact both internally and externally who will ensure smooth and effective experience with Alto’s enterprise products and be a primary point of contact for escalations related to the service and customer support. You will be the long term business partner helping these partners realize the value of their partnership with Alto.

Accelerate Your Career as You:

• Act as the single named leader owning the relationship with Enterprise level organizations such as pharmaceutical companies, pharmacy benefit managers, hub services, health plans, and digital health customers to build and foster the relationship and retain their business
• Implement, launch and manage the success of Enterprise Partners at Alto
• Work cross functionally with Alto’s product and supply chain teams to develop and deliver custom patient workflows, integrations and product functionality
• Partner with the Enterprise Partnerships team on strategy, revenue forecasting, retention and KPI reporting
• Develop insights into our customer data health so we can detect early signals of at-risk renewals and identify upsell opportunities through inspired action and coordinated simultaneous initiatives
• Partner with the Care Ops team to support Enterprise Partners as well as their affiliated medical practices as an internal expert to support prescribing clinics and providing a better pharmacy experience for both patients and providers.
• Expand existing relationships and identify new opportunities within assigned accounts by supporting the Alto experience.
• Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance
• Conduct face to face and virtual meetings and presentations to drive value for our partners
• Serve as a liaison between assigned accounts and the centralized resources at Alto to provide exceptional customer service and support
• Analyze and utilize data through practice management reporting for in-depth evaluation to recognize revenue opportunities and drive patient acquisitions and activations to demonstrate the value Alto delivers to the practice
• Build strong relationships with your cross functional partners internally at Alto (marketing, finance, product, tech and operations) to manage operational complexities, drive share growth and increase loyalty in key accounts
• Become expert in Alto’s technology platform and effectively communicate value of specific tools and onboard where appropriate (e.g. AltoConnect) by executing staff training, implementation and perform quarterly usage/scorecard reviews
• Demonstrate leadership among peers by consistent application and modeling of the appropriate compliance requirements, Alto vision and values behavior and conduct. Displays Alto’s values as a brand ambassador both in and outside the office.
• As the Enterprise Partnership segment grows, the Sr. Director of Customer Success Management will expand and build a CSM team to support the evolution of the customers needs

A Bit About You:

• You have a proven track record of achieving or exceeding renewal revenue targets and possess strong account management, sales, and customer success skills
• You are empathetic and can put yourself in other’s shoes, understanding customer needs and pain points to provide solutions
• You are data driven and financially fluent and use this to size and prioritize opportunities and assess ROI of asks in the context of Alto’s existing business
• You are creative, persistent, and willing to step outside of your role at times
• You’re excellent at time management and effective at multitasking across simultaneous activities without getting overwhelmed
• You are comfortable with ambiguity and are able to build from scratch
• You are a storyteller who can explain the big picture but you are also able and willing to dig into details to resolve partner or patient issues
• You have experience with deployments and product launches
• Effectively work across customer and internal teams to problem solve, define scope, create technical specifications, quantify and track success metrics, and manage against a plan
• Experience and demonstrated success working across decentralized, complex organizations
• Experience in consultative and solution based selling as well as service oriented selling and support
• Experience building, managing and growing a team
• Solutions oriented mindset in combination with a strong sense of customer service and customer accountability
• Passion to educate and implement solutions
• Possess a strong sense of curiosity and urgency

Minimum Qualifications:

• 7+ years of strategic Customer Success experience or account management knowledge
• 7+ years leading a Customer Success or account management team preferably leading a SaaS Customer Success organization; healthcare sales a plus, but not required
• Experience with delivering and/or leading CSM, Professional Services and/or tech support and building out new teams
• Bachelor’s degree and/or equivalent experience in the healthcare/pharmacy field
• Ability to travel if needs up to ~30% of time
• Excellent presentation, written, communication and interpersonal skills
• You’re a collaborative, data-driven, and creative problem-solver who loves diving into the details
• You thrive in dynamic fast moving environments where you can strategically build systems, processes, and tools to create best-in-class customer experiences
• Experience working with leadership, and leading cross functional initiatives in large or mid-sized organizations
• Experience scaling high growth organizations and passion for designing processes that scale
• Strong project management skills, and a data-driven mindset, with a commitment to process improvement

Preferred Qualifications:

• Experience driving partnerships and relationships in a remote-first environment
• Experience using Salesforce CRM
• Experience working in a dynamic, fast-paced, high growth startup environment
• Experience framing up and describing complex customer problems and working collaboratively with cross functional teams to resolve issues
• Experience in the medical, health information technology, digital health and/or pharmaceutical industries
• Experience leading a team

Additional Physical Job Requirements:

• Reading English, comprehending, and following simple oral and written instructions.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Assessing the accuracy, neatness and thoroughness of the work assigned.
• Communicating with others to exchange information.
• Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Frequent repeating motions required to operate a computer or phone that may include the wrists, hands and/or fingers.
• Environmental Conditions: occasional exposure to low temperatures or high temperatures, outdoor elements such as precipitation and wind, and noisy environments.
• Physical Activities:
• Occasionally ascending or descending stairs, ramps and the like.
• Moving about to accomplish tasks and/or moving from one worksite to another.
• Adjusting or moving objects up to 20 pounds in all directions.
• Operating motor vehicles.
• Occasional sedentary work that primarily involves sitting/standing/driving/flying

Salary and Benefits

Salary Range:

OTE Range: $232,000 - $290,000

Base: $185,600 - $232,000

Variable: $46,400 - $58,000

Commission Eligible: Yes

Equity Eligible: Yes

Travel: Yes - Required up to 30% of the time

Location Requirement: Employment at Alto is limited to individuals residing in the following states: California, Connecticut, Colorado, Florida, Nevada, Illinois, New York, Kansas, Texas, Maryland, Washington (WA), Missouri, New Jersey, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Wisconsin.

Employment Requirement: Applicants must be authorized to work for any employer in the U.S. At this time, Alto is unable to sponsor or take over sponsorship of an employment Visa.

Benefits: Full-time: Medical, Dental, Vision, 401(k), Group Life, AD&D, Employer paid STD/LTD, generous PTO and parental leave.

Alto Pharmacy is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.