What are the responsibilities and job description for the Customer Success Manager (East Coast) position at Strive Pharmacy?
Before we opened Strive Pharmacy we were unsatisfied with the current state of the pharmaceutical industry. Most of the current pharmaceuticals only offer a one size fits all approach and often come with unwanted and potentially dangerous side effects. We found that through compounding we can offer a much more personalized solution to medicine.
Through this we have been able to help patients get the results they are seeking for their personal needs. After years of working for corporate chains we took the risk and opened Strive Pharmacy. We are dedicated to providing a better experience for each customer and clinic that we work with. Come see the Strive difference.
Our MissionWe're flipping the script with personal medicine. We strive to interrupt an industry that has been closed to personalized care, accessibility, and nuance for too long. We strive to shift a reactive view of self-care and ignite a proactive baseline-shifting approach to health for all. 'The human element' is our crux and catalyst, driving all that we do, whether we're interacting with patients, providers, or practices. We're here to partner with those ready for a change. More than a compounding pharmacy, we're on a mission to positively disrupt healthcare as we know it. Strive is about more than medicine. Strive is about striving for the personal side of healthcare.
Position Type: Full-Time
Location: Remote (US - East Coast), Hybrid if local to a Strive Pharmacy location
Reporting to: National Manager of Customer Success
Position Overview:
As a Customer Success Manager with Strive Pharmacy, you will play a pivotal role in ensuring successful customer relationships by providing exceptional support through personalized care and data-driven information. In alignment with Sales counterparts, you will drive revenue through the growth and expansion of territories while pushing providers and clinics towards
Key Responsibilities:
- Relationship Building: Cultivate strong relationships with prescribers, key stakeholders, and office staff, ensuring satisfaction and positioning Strive Pharmacy as a trusted partner.
- Cross-functional Collaboration: Work closely with internal teams such as Account Executives, Territory Sales Managers, and Operations to support sales efforts including assistance with orders and inquiries and overall satisfaction with service.
- Reporting: Regularly pull and present data to sales team members, prescribers, and key stakeholders to identify clinic or provider needs and upsell/cross-sell opportunities.
- Customer Support: Proactively address customer concerns and issues across various service tiers, ensuring prompt resolution and unwavering commitment to customer satisfaction while identifying trends to implement proactive solutions.
- Market Growth: Alongside sales counterparts, promote territory growth and expansion utilizing data to identify opportunities to increase script volume and product usage.
- Onboarding New Clinics: Facilitate the onboarding process for new clinics, provide comprehensive training for providers on our products, services, and platform, and capture partnership goals for a successful implementation.
- CRM Utilization: Effectively utilize HubSpot CRM to meticulously track and manage sales calls, customer interactions, and critical data, maintaining the highest confidentiality and data security standards.
Qualifications:
- Experience: A minimum of 1-2 years of customer success, client relationship, or relevant experience.
- Skills:
- Ability to build rapport with customers, creating a communicative and solution-oriented environment.
- Strong communication and organizational skills with a keen attention to detail.
- Conflict resolution skills, essential for fostering positive relationships and addressing challenges effectively.
- Other:
- Proficiency in HIPAA compliance protocols, with a deep understanding of the importance of safeguarding sensitive patient information.
- Experience with Life File or a willingness to undergo training to acquire proficiency.
- Familiarity with CRM platforms, preferably HubSpot, with the ability to adapt quickly to new technologies
Strive Pharmacy provides a comprehensive benefits package that encompasses various perks such as employer paid healthcare coverage available after 30 days of employment, the choice of an FSA/HSA, a voucher for new hire scrubs (if applicable), parental leave, a 401(k) plan with matching contributions, and the benefit of weekends and holidays off. FREE COMPOUNDED MEDS to employees and immediate family members.
CultureAt Strive, culture plays a fundamental role in shaping our workplace atmosphere. Beyond our exceptional benefits package, we foster a sense of community. Throughout the year, we arrange various holiday potlucks and festive celebrations. Strive is committed to promoting both personal and professional development, striving for our employees to excel and grow in every aspect of their lives, both within and outside of the workplace.
EEOStrive Pharmacy is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal, state or local laws.
Disclaimer*** Please do not call the pharmacy location with questions about your application or interview. A talent acquisition partner will reach out to you.
