Head of Customer Experience

Head of Customer Experience

GraphiteRx isthe modern pharmacy marketplace platform. The $100B+ market outside of thetraditional full-line wholesaler channel for life-saving drugs is veryfragmented, complex and can lack transparency. We combine innovative SaaStechnology and tech-enabled services to aggregate supply and demand and streamlinethe procurement and distribution pharmaceuticals. Our mission is to eliminatefriction and waste in the pharma supply-chain in ways that better serve patientneeds and ultimately reduce the cost of healthcare.

We launchedcommercially in July 2019 and our current customers include leading healthsystems in the U.S. who purchase over $250M in pharmaceuticals directly fromover 120 suppliers. GraphiteRx is backedby lool ventures and Bowery Capital and has offices in the SF Bay Area andNashville, TN.

We are seeking an entrepreneurial leader as Head of Customer Experience tojoin us in our next phase of growth to build and lead a world-class CX organization that setsGraphiteRx apart from the rest! You’ll be a central part of the company, contributing toour DNA as we continue to scale our team and create a culture of customer-centricity andoperational excellence that exceeds the expectations of our customers anddrives customer delight!

Based in Nashville and reporting directly to the company’sFounder & CEO, you will act as a strategic partner to set theinspirational vision for our CX organization and define and own the end-to-endcustomer experience. You will be responsible for customer retention andengagement from contract signing through the customer lifecycle and willdevelop and manage all customer-facing functions including customer onboarding, training, support, andsuccess. You will nurture key customer relationships, including atexecutive levels and identify opportunities to scale GraphiteRx into the category-definingplatform for pharmaceutical procurement and distribution.

Responsibilities

• Build andfoster a team environment that is customer-centric, championing our CX valuesand company-wide culture of obsessive customer focus, leading to a satisfiedand highly referenceable customer base
• Champion theneeds of our customers and deliver best-in-class customer retention and growthmetrics by establishing and documenting best practices and processes to ensureoptimal customer experience and outcomes, including implementation and ongoingutilization of GraphiteRx’s technology and services
• Serve as keypoint of contact for GraphiteRx customers following deal closure and manageinternal and customer kick-off meetings, review customer contracts to establishimplementation and integration timeline, including key milestones, deadlinesand success metrics
• Build andconstantly develop customer training collateral and processes, includingcommunication for the introduction of new product features and functionality
• Establish bestpractices and ticketing processes that enable and support rapid growth andscale
• Partner withProduct Management to understand customer needs and effectively measurecustomer usage, feedback and satisfaction and incorporate those findings intoproduct 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
• Manageorganization with transparent, data-driven decision making and define customer operationsmetrics processes, procedures, best-practices, and KPIs

Qualifications

• 7+ years ofprogressive customersuccess or sales experience with 2+ years in a customer-facing leadership role
• High-energy, hands-on,visionary entrepreneurial leader with a proven track record of building aworld-class CX organization, preferably in an early stage venture backed B2BSaaS or marketplace startup that has scaled successfully through rapid growth
• Ability toattract, develop, and inspire high-performing, customer-focused talent;excellent people management skills; high EQ and consideration for team moraleand individual career progression
• Confident while humble, positive, high integrity,enthusiastic, optimistic, and tackle challenges with a sense of humor and acan-do attitude
• Ability to be both a visionary and in the weeds whenneeded and lead by examplein an unstructured, dynamic, fast-paced start-up environment and can shift gears to adapt andevolve with the business
• Operationaldiscipline with an analytical and process-oriented mindset and ability toleverage quantitative and qualitative data to drive decisions and generateresults
• Strong, friendly, and upbeat verbal and concise writtencommunication, presentationand negotiation skills
• Willingness totravel up to 40% of time
• Bachelor’s degree
• Familiaritywith the healthcare and/or pharmaceutical space and experience implementing ahealthcare solution with large health system organizations is a plus
• Experience withSalesforce and project management systems is a plus

Benefits

• Join afast-growing company early, make a difference, and enjoy the journey!
• Competitivecompensation, startup options and a rich benefits package, which includeshealth, dental, vision, life insurance, 401(k), a generous leave policy andmore
• Fun startupwork environment with catered team lunches, happy hours, and team events
• Centrallylocated office in East Nashville in a building with great amenities like a recroom and gym and that is walking distance from great restaurants and coffeeshops

GraphiteRx iscommitted to building a diverse and inclusive company that celebrates anddevelops individuals of all backgrounds. We are an equal opportunity employerand encourage all applicants.

To apply forthis role please send your resume to careers [at] GraphiteRx [dot] com andinclude a brief cover letter/email explaining why you are the right person forour team!