JOB SUMMARY
The Senior Client Success Manager is responsible for cultivating strong relationships with key business clients and enterprise channel accounts. They are focused on managing their assigned portfolio of key pharmacy clients to ensure their successful growth with the organization. The position facilitates communication, consults on business solutions, and facilitates internal advocacy promoting a collaborative business relationship. They work in partnership with their assigned clients to improve the utilization of product offerings. The position communicates with the client regularly, conducts weekly, monthly, and quarterly business reviews to increase revenue by promoting solution adoption and lead generation. The position works collaboratively across the organization.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Cultivate meaningful relationships with designated high value and complex accounts.
- Responsible for upselling and cross selling opportunities to drive incremental revenue.
- Be technically savvy with our software/technology concepts, solutions, and processes; collaborate with sales, operations (billing, legal/compliance, end user support) and technical teams (engineering, product, implementation) to relay important and timely updates and deliverables on agreed upon action items for customers.
- Complete various account tasks including performance reporting and product education to drive overall patient growth and platform success. Attend in-person QBRs and customer status calls to manage/grow key relationships
- Help investigate and escalate customer issues/tickets and requests for prompt resolution to ensure high levels of customer satisfaction.
- Gathers customer feedback and enhancement requests for the Product teams and provide product roadmap updates to customers.
- Provide regular updates on health statuses of accounts to internal management, sales, and technology stakeholders.
- Develop communication programs in the form of webinars, newsletters, customer surveys and other automated processes to track and monitor account health.
KNOWLEDGE & REQUIREMENTS
- Has a strategic and consultative mindset to drive initiatives and achieve client satisfaction.
- Data driven with ability to create executive level presentations and summaries.
- QBR experience with strong communication and presentation skills.
- The ability to understand, promote and explain an enterprise, SaaS cloud-based system from a technical perspective.
- Strong track record of working in a client facing environment and driving initiatives to improving client satisfaction.
- Prior experience acting as the primary point of contact for multiple smaller projects or a single large project.
- Proficient in creating and delivering management level presentations and executive summaries.
- Has a high-level of personal organization, as well as the ability to promote efficient and effective organized teamwork.
- The ability to influence without formal authority & to interact effectively with all levels within our clients’ business.
- Applications: Proficient in MS applications and Salesforce
- Travel Requirements: Domestic and/or International, up to 25% domestic
EDUCATION & EXPERIENCE REQUIREMENTS
- Minimum years of work experience: 5-7 years of direct client facing experience
- Minimum level of education or education/experience: Bachelor’s degree and relevant work
- experience, client relationship management experience is a must and technology industry
- experience is preferred.
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 Employer Match & Roth Option Available – immediate eligibility
The hiring range for this position is $96,000-110,000. The actual base pay offered will consider candidate’s geographic location, job related knowledge, experience, and skill amongst other potential factors. There may be a bonus or commission, and/or a long-term incentive that will be provided as part of the compensation package, along with medical, financial and/or other benefits, depending on the level and position offered.
