Summary:
The Customer Success Manager will be responsible for building and maintaining a high-quality relationship with clients, through exceptional customer service, a proactive approach, and resourcefulness, while positively representing ProCare. In this role, the Customer Success Manager will assume complete responsibility for maintaining and sustaining key accounts by working collaboratively with other central departments and stakeholders to solve for complex problems, ensure all client deliverables are timely and accurate, and client needs are being met, to maintain client retention, renewal, and overall plan satisfaction.
Duties include but are not limited to:

• Establish and maintain professional relationships with clients, while serving as the primary contact and trusted advisor across multiple levels of client organizations for assigned accounts.
• Develop and maintain a working knowledge of client's objectives, plan designs, and overall needs and ensuring the delivery on all services are in line with contractual responsibilities.
• Understands and communicates, including, but not limited to, formulary, plan design, and program changes to clients.
• Responsible for understanding the client's organization & structure, product/services and staying aware of any changes.
• Conduct regular service/relationship communications with clients, which includes effective written and telephone correspondence, face-to-face meetings (both in person and virtual), active listening and comprehension skills.
• Identifying, researching, resolving, and providing prompt follow up to all client issues; collect information relating to various issues and lead user through troubleshooting techniques.
• Actively engage and participate in client meetings and conference calls and maintain all documentation and follow up.
• To provide consulting and ongoing training and education to assigned accounts as needed.
• Collaborate with cross functional teams to represent client(s) internally and coordinate function such as problem resolution, system implementations, project completion and/or to address ongoing pharmacy service's needs.
• Supports and enhances company growth objectives through ongoing efforts to assist with securing new client accounts and retaining current clients, as well as in identifying additional ProCare services that would add value to existing customer accounts.
• Utilizes various data and analytics tools to prepare reports, written communication, and/or presentations to ensure they understand the value of services provided and areas of opportunity.
• Work with the Implementation team to provide smooth transition to ongoing Client Services following Go Live.
• Understand and support all internal workflows.
• Maintain ProCareRx systems to assure documentation of client communications and client information is updated and accurate; includes but not limited to; new addresses, client contacts, all interactions, meetings, etc.
• Proactive and routine complete quality checks/audits of internal applications, claims processing, plan benefit designs, client reports, etc.
• Maintain current knowledge and compliance with industry regulatory requirements, policies and procedures.
• Communicate regularly and as required with Client Services leaders, to provide necessary, timely feedback and assessment of client relationships, active projects, and/or any relevant information/activities on client accounts.
• Contribute to a team effort by performing other duties as may be assigned

Job Requirements:

• BA/BS preferred; or any combination of education and experience which would provide an equivalent background, managing business operations and/or customer relationships, ideally healthcare related preferred.
• Pharmacy Tech or PBM Account management experience preferred.
• Experience with external client related account management and/or customer relationship experience in a Healthcare or Pharmacy Benefits Management (PBM) environment preferred.
• Prior employment in a position requiring use of analytical, problem solving, and critical thinking skills.
• Self-motivated, with the ability to work both independently, as well as cohesively within a team setting, with limited supervision in a fast-paced environment with timely turnarounds
• Effective presentation skills for both virtual and on-site presentations, trainings and/or meetings.
• Exceptional organizational and time management skills
• Exceptional verbal and written communication skills to effectively communicate with peers, colleagues, and all levels of management
• Ability to travel as needed.

Physical Demands:
Requires sitting, standing, and occasional light lifting.
ProCare Rx will never ask for a financial commitment from an applicant as part of our recruitment process. All interviews are conducted in-person OR through video conference invitations from official company emails. For inquiries, please contact our official recruitment team at (678) 248-4755 or email us at HR@procarerx.com.
ProCare Rx is an Equal Opportunity Employer.