Job Title: Customer Success Pro Solutions Manager
Department: Compliance
Reports To: Director of Compliance
Employment Type: Full-time
Work Location:On Site-Farmington Hills Office, MI
Job Summary:
As a Customer Success Pro Solutions Manager, you will lead a team of Pharmacy Pro professionals to ensure exceptional client experiences, drive product adoption and maximize customer value across a large portfolio of small-to-mid-sized pharmacy customers. OneScan Pharmacy Pro is our SAAS solution for pharmacy dispensers with smaller footprints.
You will be the primary point of contact for our larger Pro clients, building strong relationships, developing strategies that enhance customer satisfaction, retention and growth while aligning with organizations goals. For our smaller Pro clients, you will ensure your team is providing exceptional customer service, troubleshooting problems, and escalating issues when necessary to ensure customer satisfaction.
This role is operationally focused and scale-driven, and requires strong communication and problem-solving skills, as well as a dedication and solution focused mindset to helping our Pharmacy Pro customers succeed with our software solutions.
Key Responsibilities:
- Recruit, train, mentor, and manage a high-performing Customer Success Pro Solutions team operating in a high-volume, at-scale environment. Create standardized playbooks and workflows for team to utilize as
- Set clear goals, KPIs, and performance standards for the team.
- Foster a culture of collaboration, accountability, and continuous improvement.
- Design and implement scalable processes for onboarding, adoption, and retention.
- Provide escalation support to Pharmacy Pro customers via phone, email, and chat, ensuring timely resolution of issues and a high level of customer satisfaction. Escalate complex or unresolved issues to our Solution Engineers, R&D or other relevant departments, as necessary
- Troubleshoot and diagnose software, scanners, and network issues related to our SaaS solutions, identifying root causes and implementing effective solutions.
- Document customer interactions, incidents, and resolutions in our ticketing system,maintaining detailed and accurate records.
- Collaborate with cross functional teams to share pharmacy customer feedback and insights, contributing to the continuous improvement of our products and services.
- Drive additional value by identifying additional opportunities for Pharmacy Pro Customer sales.
