What are the responsibilities and job description for the Director of Customer Services position at Pharmacy Solutions Group?
Pharmacy Solution Group (PSG), a member of the CommuniCare Family of Companies is seeking a skilled and experienced candidate for the position of Director of Customer Success.
Overview:
The primary purpose of this position is to oversee the process of customer retention and success for our long-term care pharmacies. This includes interacting with existing, new, and potential customers on a regular basis and directing the customer success representatives to help customers in implementing pharmacy service policies and procedures to enhance their success.
Reports to: Pharmacy COO
Qualifications:
Overview:
The primary purpose of this position is to oversee the process of customer retention and success for our long-term care pharmacies. This includes interacting with existing, new, and potential customers on a regular basis and directing the customer success representatives to help customers in implementing pharmacy service policies and procedures to enhance their success.
Reports to: Pharmacy COO
Qualifications:
- Previous Long-Term Care pharmacy customer service/success experience. Minimum 3 years’ experience required.
- Expert communication skills and the ability to hold customer conversations from C-suite level to the floor staff level within a skilled nursing facility.
- Strong analytical and goal-oriented mindset backed by proven expert-level project management knowledge and skillset.
- A top-level ability to assess customer concerns and problem solve issues with internal pharmacy stakeholders
- Ability to manage, guide, and track progress of multiple direct reports.
- Frequent travel required
- Bachelors or nursing degree highly preferred.
- Lead the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first approach.
- Maintain relationship management across the entire pharmacy team; help others on the team maintain and improve customer relationships both internally and externally.
- Regularly obtain customer feedback to guide the success of the pharmacy from the customers' perspective.
- Develop and implement policies with pharmacy operational leaders that address customer concerns.
- Monitor frequency and effectiveness of the on-site visits of the customer success staff with designated nursing facility team leaders and staff.
- Manage the process of new customer on-boarding and training to ensure successful implementation of pharmacy services.
- Regularly meet with customers, pharmacy leadership, and customer success team.
- Interact regularly with pharmacy operational leaders and CommuniCare senior management.
- Share team wins and updates with company leadership.
