Sr. Customer Success Manager
New
Applicants must be based in the United States.Full-TimeSenior
Salary145000 - 185000 USD per year
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Job Details
- Experience
- 8+ years of experience with a minimum of 3-5 years in program management or a similar role
Requirements
- 8+ years of experience overall
- 3-5 years in program management or a similar role
- Demonstrated track record of success in customer relations, operational management, and financial oversight
- Experience/knowledge of the pharmacy space
- Specialty pharmacy experience (preferred)
- Strong relationship-building skills
- Strong communication skills, with the ability to adapt communication styles to various audiences
- Proficient in analyzing financial data
- Ability to drive program growth through data-driven decision-making
- Experience in operational oversight, with a focus on issue resolution and process improvement
Responsibilities
- Establish and maintain strong, collaborative relationships with key stakeholders, including dispensers, clinic staff, financial personnel, providers, and executives.
- Tailor communication to suit various audiences, ensuring clarity and alignment.
- Proactively address concerns and objections raised by stakeholders.
- Master the use of House Rx template decks, customizing them to meet specific customer needs.
- Serve as the voice of the customer in all internal discussions, effectively communicating their needs and expectations.
- Regularly monitor communication channels, task queues, and documentation to identify potential operational gaps.
- Distinguish between program-related and operational issues, addressing customer expectations independently when possible, and escalating Clin Ops-related concerns as needed.
- Conduct bi-weekly operational reviews with internal teams, maintaining a high alignment score.
- Oversee the program’s Profit & Loss statements, ensuring budgeted profitability targets are met or exceeded.
- Identify and implement new growth initiatives, maintaining or launching at least two initiatives per customer each quarter.
- Assess the financial and operational implications of customer requests, completing ROI analyses and presenting findings to stakeholders.
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