Now Hiring - Client Success Manager in Southborough, MA

ProCare LTC Pharmacy understands the universal needs of healthcare institutions and provides a personal touch that only an independent pharmacy can offer. With years of experience, we have the understanding and knowledge to move into the next generation of pharmacy services. ProCare LTC Pharmacy is seeking a Full Time Senior Client Success Manager to support our partner systems in the Boston Massachusetts area.

Title: Senior Client Success Manager (with opportunity for advancement).

Department(s): Client Success Operations

Reports to: Pharmacy Director COO & Chief Growth Officer

Job Summary

We are currently looking for a Senior Client Success {Senior Manager, Associate Director, Director, Senior Director} to join our ProCare team within our Customer Success/Account Management organization. As a vital team member, you will serve as a liaison between our long-term care facilities and our pharmacies. You will be responsible for actively supporting and managing our customer relationships to establish long-lasting partnerships.

The successful candidate will:

You will be successful in this role by providing pro-active A+ customer service and owning immediate resolution to assigned clients in a specific territory. You will serve as the advocate for the client, providing guidance, training, and resources as needed. You will also impact our business via customer retention and driving the introduction of new products and services.

Roles and Responsibilities:

• Establish and maintain client relationships in assigned territory
• Visits facilities monthly and/or quarterly
• Present Quarterly Business Reviews to senior management at client sites
• Develop rapport and positive relationships with key stakeholders (Facility Administrator, Nursing Director, Nurse Managers, and owners)
• Creation of client account plans, strategy, and management of key performance indicators
• Assist in project management of onboarding new facilities and transition activities and in-servicing
• Customer service activities; compliant investigation and resolution (working closely with Pharmacy Director, facility consultant pharmacist, internal staff, and corporate staff)
• Informs facilities of new pharmacy procedures, processes, and forms
• In-service facility staff to pharmacy issues when necessary. Provide one-one-one instruction to Administrator and Nursing staff as appropriate
• Partner with Consultant services to ensure pharmacy regulatory compliance
• Introduce and implement new ProCare products and services when developed and launched

Qualifications:

• 7+ years of experience in similar customer-facing positions
• Business acumen in the long-term care pharmacy industry- required!
• Excellent interpersonal skills and exceptional verbal and written communication skills
• Track record of being a Trusted Advisor to clients
• Ability to build relationship with internal management teams
• Ability to build relationships with senior executives and ownership at external client sites
• CRM Experience
• Account Management experience needed!

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to the classification. This is not a complete list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.