Client Success Lead

GoGoMeds Select•Fairfield, CA

About The Position

Serve as primary liaison between pharmacy and client accounts, ensuring service delivery meets contractual obligations while identifying opportunities for account expansion and service improvement.

Requirements

3+ years client/account management experience (healthcare/pharmacy preferred)
Understanding of pharmaceutical operations, compounding regulations, and fulfillment logistics
Proficiency with CRM systems and data analysis tools
Strong communication and relationship-building skills
Problem-solving orientation with attention to detail

Responsibilities

Monitor and report on SLA compliance across fulfillment timelines, accuracy rates, and communication metrics
Track key performance indicators: order turnaround time, fill rates, error rates, client response times
Escalate potential SLA breaches proactively and coordinate resolution
Maintain SLA dashboards and provide regular reports to clients and internal stakeholders
Conduct scheduled touchpoints (weekly/monthly/quarterly based on account tier)
Serve as single point of contact for operational questions and concerns monitoring slack
Document client interactions and action items in CRM
Facilitate quarterly business reviews with key accounts
Coordinate onboarding for new client locations or service lines
Escalate any unresolved client issues
Deploy client satisfaction surveys (quarterly/bi-annually)
Conduct structured feedback sessions to identify pain points
Collaborate with operations and pharmacy teams to implement process improvements
Track and communicate resolution of client-reported issues
Analyze trends in client feedback to inform service enhancements
Identify expansion opportunities within existing accounts (new locations, additional compounds, increased volume)
Present solutions for unmet client needs
Collaborate with sales team on renewal strategies and upsell opportunities
Monitor utilization patterns to recommend optimized formulary or service packages
Track account health scores to prevent churn