Director, Client Success - Strategic Partnerships

JOB SUMMARY 

The Director of Client Success- Strategic Partnerships is a senior leadership role responsible for developing and executing Outcomes' strategic partnership strategy across PSAOs, GPOs, wholesalers, pharmacy buying groups, and other key channel partners. This position serves as the executive relationship owner for strategic partnerships and is accountable for driving product adoption, pharmacy engagement, partner growth, and long-term business value across the Outcomes ecosystem.

The Director acts as a trusted advisor to partner leadership, helping partners maximize the value of Outcomes' technology, clinical solutions, pharmacy management system (PMS) capabilities, workflow efficiency tools, and future innovations. Through a consultative approach, this leader aligns partner business objectives with Outcomes' product strategy to accelerate utilization, improve partner outcomes, and expand the reach of Outcomes solutions across affiliated pharmacy networks.

The role serves as the strategic bridge between partners and internal stakeholders, ensuring alignment across Product, Sales, Marketing, Client Success, Operations, Support, and Executive Leadership. Success will be measured by partner satisfaction, product adoption, pharmacy activation, revenue retention and expansion, utilization growth, and achievement of strategic partnership objectives.

ESSENTIAL DUTIES & RESPONSIBILITIES

Strategic Partnership Leadership

• Own executive-level relationships with assigned PSAOs, GPOs, wholesalers, and strategic channel partners.
• Develop and execute annual and multi-year strategic partnership plans aligned to organizational goals.
• Establish and maintain executive sponsorship relationships across partner organizations.
• Lead executive business reviews, strategic planning sessions, and partnership governance meetings.
• Serve as the primary escalation point and executive advocate for partnership initiatives.
• Identify opportunities to deepen strategic relationships and increase partner value.

Product Adoption & Utilization Strategy

• Develop and execute adoption strategies that increase utilization of Outcomes products, PMS platforms, workflows, integrations, and emerging solutions.
• Partner with Product and Marketing teams to create scalable enablement and engagement programs.
• Analyze adoption metrics and trends to identify opportunities for growth and improvement.
• Build and maintain partner adoption scorecards and executive reporting.
• Drive awareness and utilization of newly released functionality and strategic product initiatives.
• Develop recommendations that increase product engagement at both the partner and pharmacy level.

Pharmacy Network Growth & Activation

• Develop initiatives that increase engagement, activation, and utilization across partner-affiliated pharmacies.
• Collaborate with channel partners to expand awareness of Outcomes technologies, services, and solutions.
• Create strategies that improve pharmacy participation, retention, and performance.
• Identify barriers to adoption and implement scalable solutions that improve partner and pharmacy success.
• Support partner-led communications, education, training, and adoption campaigns.

Consultative Business Leadership

• Serve as a trusted advisor to executive stakeholders within partner organizations.
• Provide strategic recommendations related to pharmacy operations, workflow optimization, clinical services, technology utilization, and business performance.
• Deliver actionable insights through analytics, performance reviews, adoption metrics, and industry trend analysis.
• Influence partner strategy through data-driven consultative recommendations.
• Align Outcomes solutions with partner growth objectives and operational priorities.

Revenue Growth & Partnership Expansion

• Identify and develop opportunities for revenue expansion within strategic partnerships.
• Partner with Sales, Product, and Executive Leadership to support growth initiatives.
• Lead partnership business planning efforts focused on long-term value creation.
• Support contract renewals, expansions, and strategic growth initiatives.
• Collaborate on market development activities that drive increased utilization across partner networks.
• Develop partner-specific growth strategies focused on improving pharmacy participation and adoption.

Cross-Functional Leadership

• Lead cross-functional collaboration among Product Management, Marketing, Sales, Client Success, Operations, Support, Professional Services, and Executive Leadership teams.
• Advocate internally for partner priorities and strategic initiatives.
• Ensure alignment between partner expectations and organizational capabilities.
• Facilitate strategic planning and execution across internal business functions.
• Drive accountability and execution for partnership-related initiatives.

Team Leadership & Organizational Influence

• Provide leadership, mentorship, and coaching to Client Success and partnership-focused team members.
• Establish best practices for partnership management, adoption strategy, and consultative engagement.
• Influence organizational strategy through insights gathered from strategic partners and market trends.
• Support the development of scalable processes, reporting, and governance models.
• Foster a culture of collaboration, innovation, accountability, and continuous improvement

SUCCESS METRICS

This role will be evaluated based on the achievement of strategic partnership outcomes, including:

Partnership Growth & Retention

• Strategic partner retention
• Executive stakeholder engagement
• Partnership satisfaction and health

Product Adoption & Utilization

• Product utilization growth
• PMS adoption rates
• Feature adoption and activation
• Integration adoption and usage

Pharmacy Engagement

• Pharmacy participation growth
• Pharmacy activation rates
• Workflow utilization improvements
• Partner-driven engagement initiative

Financial Performance

• Revenue retention
• Expansion revenue growth
• Partner-led demand generation
• Strategic partnership ROI

Operational Excellence

• Successful execution of joint business plans
• Completion of strategic initiatives
• Cross-functional project execution
• Executive business review effectiveness

KNOWLEDGE & REQUIREMENTS

• Demonstrated expertise in strategic partnerships, client success, channel management, or business development.
• Strong executive presence with the ability to influence senior stakeholders.
• Deep understanding of consultative relationship management principles.
• Experience developing and executing growth strategies.
• Strong analytical, communication, and presentation skills.
• Ability to lead complex cross-functional initiatives.
• Proven success managing multiple strategic accounts and priorities simultaneously.
• Ability to work independently while influencing outcomes across the organization.
• Strong business acumen and strategic thinking capabilities.
• Experience navigating ambiguity and developing scalable solutions

EDUCATION & EXPERIENCE REQUIREMENTS

Required

• Bachelor's degree in Business, Healthcare Administration, Pharmacy, Marketing, or related field, or equivalent experience.
• 8+ years of experience in Client Success, Strategic Partnerships, Business Development, Channel Management, Account Management, Healthcare Technology, or related fields.
• 5+ years managing executive-level client or partner relationships.
• Demonstrated success driving product adoption, utilization, retention, and growth.
• Experience leading complex cross-functional initiatives.

Preferred

• Pharmacy industry experience.
• Experience working with PSAOs, GPOs, wholesalers, pharmacy technology platforms, or healthcare technology organizations.
• Experience with pharmacy management systems, pharmacy operations, or healthcare software solutions.
• MBA, PharmD, or related advanced degree.

MANAGEMENT & SUPERVISORY RESPONSIBILITIES

• This position may directly manage Strategic Partnership Managers, Executive Client Success Managers, or other partnership-focused team members.
• Responsible for employee coaching, performance management, development planning, and organizational leadership.
• Provides strategic leadership and direction for partnership-related initiatives and programs.

WORKING CONDITIONS

•    Regular business hours, Monday – Friday.  If additional hours are required, please list here: occasional evening and weekends depending on client needs
•    Travel Requirements: Domestic and/or International, up to 25%    

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Plan with employer match, Roth and Pre-tax contribution options available