US Client Success Manager 10052026 - IGTPH

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Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

Develop strong relationships with client(s) during the implementation phase to understand the clients' 340B program needs, issues, and other pertinent data required to develop a clear success plan(s).

Requirements Summary

Graduate of Business Administration, Management, Communication, Healthcare,

Technical Tools

Customer Success ManagerCustomer

Responsibilities

~3 min read

→Develop strong relationships with client(s) during the implementation phase to understand the clients' 340B program needs, issues, and other pertinent data required to develop a clear success plan(s).
→Maximize client's 340B program compliance, 340B prescription volume, and program savings through client satisfaction, pharmacy expansion, client/ pharmacy retention, program optimization, and new product expansion.
→Serve as a client advocate and a primary point of contact on managed and key client accounts.
→Develop, update, and execute account project plans incorporating short and long-term objectives.
→Collaborate with the executive sponsor, pharmacy support team, and other internal client's teams to promptly identify any service issues and take the lead in resolving and preventing complex service issues.
→Provide account management leadership including proactively highlighting monthly visibility into key activities and drivers impacting activity levels and driving program profitability. Memorialize all client-related interactions (i.e., meeting agenda, minutes, project plans, etc.).
→Maintain regular communication with client contacts and conduct stewardship meetings to review overall program results and opportunities.
→Manage client expectations, and service commitments and anticipate needs.
→Build and grow client relationships to solidify consultative service partnerships.
→Understand client-specific data and emerging trends and articulate to clients how our services might further drive savings in additional areas.
→Participate in presentations/trainings to prospects, and internal and external clients.
→Undertake all other reasonable duties as required by the executive team.
→Review received client data for accuracy and completeness.
→Provide subject matter expertise and technical expertise to resolve client needs and issues.
→Understand the client's contractual terms with pharmacies and ensure implementation is completed per the contractual terms.
→Work with the clients' 340B contract pharmacies to acquire all required information.
→Work with external vendors (i.e. wholesalers, TPA's, etc.) as required to ensure client success.
→Ensure a positive client experience with the client's 340B software solutions for both the client and the client's 340B contract pharmacies.
→Follow Company's implementation of standard operating procedures (SOPs) and assist in the refinement of SOPs as needed.
→Provide 340B client and client's 340B contract pharmacies a point of contact for communications and escalation of issues related to business operations.
→Enter and prioritize operational IT tickets required for product support and developmental needs to support the client experience as needed.
→Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
→Leverage the client's internal project management tools to allow for visible transparency in project management status.
→Follow project and procedural workflows, while contributing to improving those workflows.
→Serve as a professional and courteous face of the client's through phone, email, or webinar
→Support and promote Company's values through positive interactions with both internal and external stakeholders.
→Participate in other implementations or intra-departmental initiatives as assigned.
→Partner with the client's IT, Operations, Pharmacy Support, Sales, Accounting, and Account Management teams to ensure optimal operational success of the client.
→Support, educate, and guide the support team as needed to help convey expertise that is key to ongoing client success.

Requirements

~1 min read

Graduate of Business Administration, Management, Communication, Healthcare, or any relevant degree
An intelligent and articulate individual who possesses excellent communication skills and can relate to people at all levels of an organization.
Must be well-organized, detail-oriented, and self-directed with the ability to work in a fast-paced environment.
Strong analytical, technical, and problem-solving skills.
3+ years of experience in a client-facing position.
Demonstrates persistence and tenacity when advocating for clients with external vendors.
Ability to work with multiple clients simultaneously.
Experience in preparing and interpreting reports.
Capability to efficiently complete tasks in a fast-paced environment.
Strong experience in data validation, product testing, and project management.
Strong experience with MS Office Suite with intermediate Excel knowledge (advanced preferred).
Excellent organizational and time management skills with the ability to adapt to challenging priorities.

Experience with 340B operations and regulations.
Experience working with retail and mixed-use (hospitals) pharmacies, drug wholesalers, Group Purchasing Organizations (GPOs), and drug manufacturers.
PMP certification a major plus.
Pharmacy supply chain experience.