Director of Customer Success

Detroit, MI Corporate Operations

Trellis Rx is a technology-enabled service provider that partners with health systems to fund, build, and operate world-class specialty pharmacies on their behalf, with their brand. Trellis Rx enables health systems to deliver enhanced experiences and outcomes by helping them offer concierge level clinical and administrative support to patients throughout their course of therapy. We believe pharmacists and pharmacy technicians are critical additions to the care team and that an exceptional pharmacy team makes superior results possible.

Trellis is seeking a passionate and self-driven individual to drive new customer engagement and clinic implementations to support the growth of Trellis operations across the country. This role will report to the VP of Operations and Customer Success and work cross-functionally to own end-to-end responsibility for new customer launches.

The role is flexible on location with significant travel to customer sites for implementations.

You would be responsible for:

  • Leading implementations and supporting ongoing operations for our customers, including:
    • Developing detailed implementation plans and working cross-functionally to ensure rapid and successful execution of complex launches
    • Outlining operational opportunity and weekly / monthly targets for launch
    • Helping lead stakeholder engagement at customer site (incl. executive, clinic, and pharmacy leadership)
    • Defining tailored in-clinic and pharmacy workflows to enable rapid and simultaneous clinic launches at each new client site
    • Taking ownership of day-to-day oversight of priority clinics to ensure we meet and exceed growth, patient and provider satisfaction goals
    • Identifying and implementing strategic projects during go-live or post launch to support the General Manager in driving site growth and clinical outcomes
    • Reporting on progress at each client, incl. clinical, growth, and operations
    • Helping hire and onboard on-site teams
  • Developing our operational playbook: to reduce time to launch, enable seamless transition of operations to on-site teams, and build capability to drive concurrent multi-site or multi-clinic launches
  • Strategically assessing our operations to identify areas for improvement, and leading cross-functional teams to fix such gaps
  • Defining strong reporting / analytics capability, incl.
    • Defining KPIs to provide greater visibility into operations and clinical performance
    • Liaising with our technology team to create automated reporting and analytics
    • Helping pilot and deploy new technology tools to support operations
  • Supporting building of a strong, high performing operations organization

 Here’s what we’d like to offer to you:

  • The chance to develop professionally and personally, as an early hire at a fast growing, well-funded healthcare startup
  • A driver’s seat position transforming how specialty pharmacy services are delivered to the most complex patients, to improve their overall experience and outcomes
  • A platform to meaningfully leverage and further develop your (healthcare) operations, leadership, and management skills, working alongside our senior leadership and premier health system customers
  • An opportunity to help shape our growing team, and mentor future leaders at Trellis and our clients alike
  • Competitive compensation including a performance bonus target
  • Generous benefits package including: 
    • Health, Dental & Vision that are effective on day one of employment
    • 401K with company match
    • 12-week maternity leave with 100% of salary after one year of employment
    • 6-week parental leave with 100% of salary after one year of employment
    • Short & Long-Term Disability
    • Generous Paid Time Off plus holidays and bereavement leave
    • Life insurance
    • Pre-tax commuter benefits
    • Fitness Reimbursement
    • Employee Assistance Program
    • Employee Discounts (retail, hotels, food, restaurants, car rentals, and much more)

We are excited to speak with someone who has:

  • A Bachelor's degree from a four-year college or university
  • At least five years of successfully implementing complex projects in healthcare (preferably in a health system or other healthcare services setting), while working with diverse stakeholders.
  • Successfully managed (growing) teams in operations or client-facing project implementations, esp. for Director level role
  • Executive presence and communication skills to drive conversations with senior client representatives as well as internal and external working teams
  • A bias for data-driven decision making – on strategic as well as day-to-day issues
  • The ability to drive strategic as well as tactical planning, and balance competing priorities in a fast-paced environment
  • A willingness and ability to roll up sleeves and delve into the details – of data, workflows, technology specs – to achieve rapid results
  • A solid understanding of, or ability to quickly get up to speed on, technical requirements associated with CRMs, EMRs, and BI tools
  • The ability to travel around 90%5, occasionally with minimal notice

Bonus points if you have a couple of these, too:

  • A clinical background in pharmacy or nursing
  • MBA or prior management consulting experience
  • Experience working in a start-up or early stage division of a health care services company
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