Claritas Rx

Customer Success Manager

• Serve as the primary point of customer accountability, responsible for driving overall success, value realization, and long-term partnership growth.
• Build and maintain strong relationships with key customer stakeholders, including executive sponsors, business leaders, and operational teams.
• Help your customers achieve their business goals and outcomes by:
• Partnering with Implementation and Delivery teams to align on objectives, success criteria, and expectations during onboarding, ensuring a smooth transition to steady-state.
• Leading the ongoing customer partnership post-launch, guiding priorities, monitoring account health, and escalating risks or strategic issues as appropriate.
• Advocating for customer priorities internally, ensuring the right teams are engaged and informed, and providing visibility into key requests, risks, and dependencies.
• Driving adoption of Claritas Rx solutions, providing guidance on new features, and identifying opportunities to leverage data and insights for business impact.
• Leading customer-facing meetings (e.g., status updates, partnership reviews, and business reviews), setting agendas, aligning stakeholders, and ensuring clear follow-up on action items.
• Partnering with Product to provide customer-driven input on roadmap planning, feature prioritization, and scalable solutions across accounts.
• Acting as a subject matter expert on commercial data to support strategic recommendations and decision-making.
• The CSM will be required to travel to customer sites, industry events, or company offices (up to 25% quarterly) depending on business priorities.

Product Manager

• Assist the product team in executing the product vision and strategy, aligning with company goals.
• Assist the product team in conducting user research, synthesizing learnings and developing design mockups. Also, participate in customer and stakeholder meetings to gather product insights and feedback.
• Assist the product team in establishing and executing scrum / agile processes for product development life cycle, including defining and organizing user stories.
• Assist the product team in development product requirement documents and related artifacts.
• Support the product development process, collaborating with cross-functional teams as needed.
• Support the assigned scrum team in testing dashboards, reports and other engineering outputs.
• Help track and analyze key product metrics, gathering user feedback to improve the product.

Account Executive

• Cultivate long-term relationships with senior level decision-makers, executives and influencers within customer and prospect organizations
• Engage in regular customer/prospect discussions to understand their objectives and align them with relevant CRx solutions
• Own the business development relationship at existing accounts for Upsell-New Solutions and Cross-Sell opportunities to expand CRx solutions outside the scope of our current customer footprint
• Partner with the Customer Success Director (CSD) and lead the development of strategic sales plans that align with both the client’s business objectives and company goals
• Attend Strategic Account Reviews (SARs) to provide industry perspective, strategic insight, and position new solutions to key client stakeholders
• Manage the relationship with the Procurement function ensuring MSAs are established and renewed while positioning Claritas Rx on preferred vendor lists to obtain visibility to relevant Requests for Proposal (RFPs)
• Negotiate new deals and assist the Customer Success Director in renewal contract negotiations as needed
• Develop a lead generation plan with marketing, inside sales, CRx senior leadership and other relevant cross-functional partners to gain entry to new logo accounts for capabilities presentations and ultimately converted sales
• Consistently achieve or exceed sales goals
• Maintain and grow multi-million-dollar accounts
• Maintain an accurate sales pipeline and forecast, regularly reporting on sales progress, opportunities, and customer feedback
• Partner with product, customer success, and marketing teams to identify and recommend solutions for new development that address customer-specific challenges
• Work with CS and marketing to create case studies to use in landing new enterprise accounts
• Stay current on industry trends to proactively recommend solutions that keep clients competitive

Strategic Account Executive

Data Engineer

• Design and build a **Streaming Transformation** process to evolve an existing scheduled PySpark ETL batch transformation process.
• Reduce the time to ingest incoming data to where it shows up in our SaaS app & reports e2e, from hours to minutes or even seconds.
• Produce effective design documentation to help circulate design ideas & transition plans. Break down approved designs into granular tasks.
• Lead the implementation and take on the most challenging or escalated tasks personally while delegating less strategic work to a mix of onshore and offshore team members.
• Meet regularly with technical and business stakeholders to communicate the plan, status, risks and delivery timeline estimates.
• Drive the go-live of the streaming transformation and establish observability & operational SOP process to hand off to other engineers.
• After go-live handle any escalated operational issues based on severity within a reasonable timeline and take on enhancement requests to harden the system and prevent future issues.
• Foster innovation by designing and building solutions that solve business problems and by partnering with cross functional stakeholders and at senior levels.
• Develop secure and high-quality production code. Review / debug code written by others.
• Actively oversee live operations of our SaaS offering, monitoring KPI’s to find opportunities and threats.
• Organize work around a cross-functional team of Product Managers, BAs, Engineers, BI Developers and Quality Engineers.
• Stay up-to-date with the latest technologies and industry trends, leveraging them to drive platform innovation.
• **Participate in week-long quarterly planning and roadmap meetings in-person.**
• (For many cities) Participate in local office gatherings 1x every 2 months for Town Hall.

Staff Data Engineer

Operations

• Own all operational activities for the SaaS platform and data services post-deployment, ensuring 24/7 availability and performance.
• Lead, build, and govern the operations team, including managing offshore specialists and defining access controls to prevent PHI exposure.
• Establish and maintain operational SLAs and KPIs, producing regular operational review reports and customer-facing post-mortem writeups.
• Drive the strategy for Cloud Native infrastructure, overseeing CI/CD pipelines, container management (Docker/Kubernetes), and deployment automation.
• Develop and maintain comprehensive monitoring and alerting systems (using tools like AWS CloudWatch) to ensure rapid issue detection and system health.
• Manage the "Run" function of the platform, ensuring zero-downtime deployments and robust infrastructure-as-code practices.
• Partner with Data Engineering to monitor ETL/ELT pipelines. Ensure data arrives on time and meets quality standards (freshness/completeness).
• Manage the operational health of data and application infrastructure tools (e.g., Snowflake, Airflow, Redshift etc.), managing upgrades and capacity planning.
• Technically implement and police data access controls across all layers of the platform. Ensure developers and analysts have the access they need without violating "Least Privilege" policies.
• Implement and manage incident response workflows (e.g., in Jira), ensuring clear remediation processes and documentation.
• Oversee access reviews and compliance reporting to support HIPAA and SOC2 policies, serving as the primary owner for audit readiness.
• Create and maintain SOPs, runbooks, and operational procedures to institutionalize best practices.
• Identify recurring operational issues and partner with engineering to drive reliability and automation improvements.
• Gather, analyze, and report on operational metrics, incident trends, and system health.
• Execute the technical controls required for SOC2, HIPAA, and ISO audits. Ensure evidence is collected automatically and continuously.
• Manage the patching cadence. When security scans find vulnerabilities, you are responsible for prioritizing and deploying the fixes across the fleet.

Customer Success Manager

Product Manager

Strategic Account Executive

Staff Data Engineer

Head of Platform Operations