Client Success Manager / Sr...

About the Role

The Client Success Manager, Senior Living cultivates and maintains an on-going strategic relationship with their clients. They are responsible for ensuring customer satisfaction with pharmacy services, issue resolution, and overall retention of their clients. This position requires 80% travel within the Raleigh, NC territory and cannot be performed remotely outside of this area. The ideal candidate will reside within the territory.

Responsibilities

• Works with the Director, Senior Living Account Management to develop strategies for client retention.
• Manages client relationships and conducts regular meetings with assigned clients.
• Collaborates with key PharMerica teams to deliver on client commitments and meet service-level agreements.
• Owns the client issue escalation and resolution process.
• Prepares and participates in client review processes, maintaining necessary documentation.
• Documents client retention, upselling activities, and interactions in the designated CRM platform.
• Provides insights and recommendations on pricing negotiations and contract renewals.
• Ensures corporate billing and receivable standards are met in collaboration with billing, credit/collections, contracting, and marketing teams.
• Prepares quarterly business review materials and client engagement call materials.
• Conducts client-facing training for PMC products, tools, and resources.
• Supports solution selling and upselling of PharMerica products and services.
• Ensures a positive experience for the assigned client base.
• Implements corporate initiatives, products, services, and oversees new facility start-ups/transitions.
• Compiles client reports and assists with CRM data management and issue resolution.
• Attends corporate/networking events and conferences as needed.
• Mentors other associates as required.

Qualifications

• Education/Learning Experience: Bachelor's Degree in business or related field.
• Work Experience:
  • Required: 3+ years in client management or sales in Long-Term Care or related industries.
  • Desired: Previous experience in client management, customer service, or client support, preferably in a healthcare or business-to-business setting.
  • Preferred: Licensed pharmacy technician, RN, or LPN.
• Skills/Knowledge:
  • Required: Presentation skills, time management, basic computer skills, advanced Microsoft Office proficiency, problem-solving, root cause analysis, cross-functional collaboration, team experience.
  • Desired: SalesForce and Axiom experience, project management, client-facing customer service, administrative management, business writing.

Benefits

• DailyPay
• Flexible schedules
• Competitive pay
• Shift differential
• Health, dental, vision, and life insurance
• Company-paid STD and LTD
• Tuition Assistance
• Employee Discount Program
• 401k
• Paid-time off
• Tuition reimbursement

Schedule

Monday - Friday, hours based on business needs.

This position will be posted for a minimum of 5 days.