Customer Success Consultant

Position Summary

Judi Health is seeking a self-motivated Customer Success Consultant to join our Product team in a client-facing role. This individual will be accountable for managing and servicing new and existing clients of Judi's medical adjudication modules. This role will be expected to maintain an in-depth understanding of the evolving capabilities of Judi, our claim processor and adjudication platform. Exceptional communication skills and attention to detail are critical for this role.

Primary responsibility will be overseeing onboarding of medical TPA SaaS clients and their business onto the Judi platform and post go-live maintenance. Beyond this foundational initiative, the role will expand to support a wide range of consulting needs across the product organization.

Position Responsibilities:

• Build and maintain trusted relationships with clients through superior customer service. Provide oversight for our Product teams who are building tools and our clients' ongoing use of Judi.
• Accountable for accurate and timely transition of new clients into the Judi platform.
• Lead communications throughout the implementation process, including, but not limited to, detailed and strategic guidance for benefit builds, accumulations feeds, network build, and complex claim situations/requests.
• Provide ongoing client support to troubleshooting inquiries.
• Collaborate with product managers and stakeholders to manage issue prioritization and resolution.
• Proactively identify execution risks and mitigation strategies.
• Understand and manage requests for new features in alignment with the product roadmap.
• Partner with product managers and directors operating in an agile framework to conceptualize and break down functional and non-functional requirements needed to be the market leading offering within Judi.
• Identify and drive efficiencies to increase rate of adoption in market.
• Provide virtual and in person product demonstrations to prospective clients with the ability to sell product differentiators and resonate with current operational challenges.
• Certain times of year may require meeting participation, service support or other requirements outside of standard business hours, including weekends.
• Responsible for adherence to the Judi Health Code of Conduct including reporting of noncompliance.

Required Qualifications:

• 3+ years of pharmacy practice experience in a PBM, Health Plan, and/or TPA setting
• 1+ years working with clients directly on functional requirements and training
• Track record of leading cross-functional initiatives, driving high performance, meeting deadlines, and executing on deliverables
• Exceptional project / time management, prioritization, and organizational skills to ensure customer satisfaction
• Ability to shift between competing priorities and meet organizational goals
• Proficient in Microsoft Office Suite and willing to adapt to software such as Jira, Lucid, Confluence, GitHub, and AWS Redshift
• Excellent verbal, written, interpersonal and presentation skills
• Ability to work effectively with internal and external virtual teams
• Client-facing experience required

(Optional) Preferred Qualifications:

• Bachelor's Degree strongly preferred
• Understanding of medical plan administration as it relates to benefit configuration and vendor integration