Job Details
Job Location
Orlando Office - ORLANDO, FL
Description
JOB SUMMARY (added December 2024)
The Client Support Director for the Pharmacy Management System (PMS) is responsible for leading and managing client-facing support operations, ensuring exceptional service delivery, fostering client satisfaction, and driving the continuous improvement of support processes. This leadership role requires a deep understanding of pharmacy operations, technology, and client relationship management to help clients maximize the value of their PMS solutions.
Essential Duties & Responsibilities
Client Support Leadership:
- Lead and oversee the client support team to ensure timely and effective resolution of client inquiries, issues, and escalations.
- Develop and implement support strategies that align with organizational goals and client expectations
Operational Excellence:
- Design, monitor, and improve key performance indicators (KPIs) for client support operations, such as resolution time, customer satisfaction scores (CSAT), and net promoter score (NPS).
- Ensure adherence to service-level agreements (SLAs) and drive continuous improvement initiatives.
Client Relationship Management:
- Serve as the primary point of contact for escalated client concerns, maintaining a professional and empathetic approach.
- Build and nurture long-term relationships with key clients to ensure their success and loyalty.
Team Development:
- Recruit, mentor, and train a high-performing client support team.
- Foster a positive, collaborative, and results-driven team culture.
Technology and Process Optimization:
- Work closely with product development and IT teams to provide feedback on system enhancements and identify potential improvements.
- Leverage support tools and CRM platforms to streamline operations and enhance client engagement.
Reporting and Communication:
- Provide regular updates to senior leadership on client support performance, challenges, and opportunities.
- Collaborate with other departments, including sales, marketing, and product teams, to align on client needs and goals.
Qualifications
KNOWLEDGE & REQUIREMENTS
Exceptional leadership and team management abilities. Strong problem-solving and decision-making skills. Excellent communication and interpersonal skills, with a client-first mindset. Proficiency in CRM software and support tools; knowledge of PMS platforms is highly desirable. Familiarity with pharmacy operations, workflows, and regulatory requirements. Strong understanding of healthcare IT systems and data security standards Travel Requirements: Domestic and/or International, up to
Education & Experience Requirements
- Minimum years of work experience: 10+ years in client support, customer success, or a related role, with at least 5 years in a leadership capacity.
- Proven experience in the healthcare or pharmacy technology industry, particularly with pharmacy management systems.
- Minimum level of education or education/experience: Bachelors or equivalent work experience in business administration, healthcare management, information technology, or a related field.
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
