Client Service Manager, Pharmacist

Liberty Software•Benton, AR

About The Position

Liberty Software is seeking a Client Service Manager of Account Management to manage the work direction and day to day supervision for their assigned Account Management team. The managers are responsible for ensuring that all support tickets, emails, and phone calls sent, or issues escalated to their team from the client services department are responded to quickly and correctly. The Client Service Managers are expected to be subject matter experts on Liberty's software products and train and assist team members, handle escalated phone calls, guide team members on how to research and handle issues, as well as manage the attendance and review processes. The managers will assign accounts to their account managers and work closely with the pharmacy success team to ensure smooth transition of new pharmacies to full time account managers. Liberty Software takes great pride in being set apart for its client relations and support and expects our Client Service Managers to strive for stellar service and continuous improvement among their teams and in every customer interaction.

Requirements

At least five years of relevant experience required, including broad pharmacy knowledge or account management experience
PharmD Degree required
Professional and friendly demeanor is a must
Demonstrated ability to manage and lead a team
Proven ability to shift between multiple tasks and manage competing needs
Strong attention to detail
Excellent listening, documentation, and critical thinking skills
Customer service minded
Quick to learn and navigate new software products

Nice To Haves

Advanced knowledge of independent pharmacy industry preferred

Responsibilities

Review, monitor, and reduce follow-up time and ticket completion between account managers and pharmacy clients
Host team meetings to provide coaching to team members and understand escalated issues
Become subject matter expert for all Liberty’s software products to relay information, answer questions, and coach members of their account management team
Address performance issues and growth goals among their team
Diffuse client frustrations by personally responding to escalated customer issues
Ensure customer inquiries (emails, tickets, voicemails) within their team are handled quickly and correctly
Work closely and collaboratively with other teams
Assist in other areas where needed

Benefits

100% employer-paid medical and life insurance for employees, with optional dental and vision coverage at no cost
Family coverage available with Liberty contributing 50% of the premium
Fully vested 401(k) with employer match
Employer contributions to Health Savings Accounts (HSA)
Generous paid time off and paid holidays
Tuition reimbursement and continuing education support
Adoption expense reimbursement
Dependent Care Flexible Spending Account (FSA) for tax savings on childcare
Confidential counseling resources for mental health, financial planning, and more, via Optum EAP
Fully stocked breakroom