Manager, Client Success

Description

JOB SUMMARY 

The Client Success team is aligned to drive growth, business relationships and focus to achieve mutual value to assigned accounts within the Client Success team.   As leader of Client Success, the role is focused on leading a team serving as strategic partners, focused on recognizing and nurturing the key relationships of each of our clients across the Outcomes network.

The Manager, Client Success is a professional responsible for managing and nurturing business relationships within a specific geographical region. Leading the client success team with managing client accounts, ensuring client satisfaction, and overseeing the work of the Pharmacy Territory Client Success Managers.

The Client Success Manager is an integral part of the Outcomes organization and retaining clients. The Pharmacy Regional Account Manager will implement client retention strategies to increase loyalty and retain business.

ESSENTIAL DUTIES & RESPONSIBILITIES

Relationship Management & Retention

• Foster strategic client relationships and respond to day-to-day client needs
• Serve as internal advocate for client processes and requirements, coordinating with multiple internal groups to identify and meet client needs within program framework
• Oversee the client retention efforts for aligned regional team and manage the process for identifying at-risk clients
• Routinely engage with clients and follow up on needs to reduce churn

Solutions Utilization & Network Activation

• Educate clients on the value of our services, identifying opportunities for securing contracts and reducing churn
• Advocate to client the value of understanding the value of Outcomes

Account Management Leadership

• Deliver KPI metrics on team performance and client status within region
• Identify areas for securing contracts and selling value
• Manage Client Success Managers to develop and motivate a successful team

Qualifications

KNOWLEDGE & REQUIREMENTS

• Deep understanding of all Outcomes products and services
• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects.
• Develops and implements policies and procedures to achieve organizational goals.
• Assists in the development of functional strategy.
• Ability to motivate team members effectively to achieve sales results.
• Solutions to issues are innovative and consistent with organization objectives.
• Ability to complete work independently in most cases and receives guidance on new projects.
• Strong communication skills, externally and internally, and negotiation skills
• Understanding of the Pharmacy industry and healthcare objectives Familiarity with revenue operations and client management systems
• Travel Requirements: Domestic and/or International, between 10-25%

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience:   8 years with 4 years of experience in pharmacy
• Minimum level of education or education/experience:   Bachelors or equivalent work experience in Manager, Account Management in the healthcare industry, preferably in the Pharmacy segment

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