Client Success Manager / Sr Living Pharmacy

BrightSpring Health Services•Phoenix, AZ

7d•Onsite

About The Position

The Client Success Manager, Senior Living cultivates and maintains ongoing strategic relationships with assigned clients, ensuring satisfaction with pharmacy services, resolving issues, and supporting client retention. The role serves clients in the Phoenix, Arizona area. The ideal candidate resides within or commutable to the territory. The position requires substantial travel throughout the territory and cannot be performed remotely outside it. The schedule is Monday through Friday, with hours based on business needs. The position works with the Director, Senior Living Account Management and the Senior Living team to manage client relationships, retain clients, resolve escalated issues, fulfill client commitments, and meet service-level agreements. It also supports client reviews, contract renewals and pricing discussions, product and service adoption, facility start-ups and transitions, and client-facing training. The role coordinates with internal teams including billing, credit and collections, contracting, and marketing, and documents client interactions and activities in the designated CRM platform. PharMerica is an affiliate of BrightSpring Health Services. Its pharmacy group provides pharmacy services to skilled nursing facilities, senior living communities, hospitals, and other specialized care settings. The company operates long-term care, home infusion, and specialty pharmacies nationwide and emphasizes personalized pharmacy care, medication access, cost control, and regulatory and clinical compliance.

Requirements

Bachelor’s degree in business or a related field.
At least 3 years of experience in client management or sales in long-term care or related industries.
Ability to present to all levels of management.
Excellent time-management skills.
Basic computer skills and advanced Microsoft Office proficiency.
Outstanding problem-solving skills and experience in root cause analysis.
Ability to collaborate cross-functionally and experience working within a team.
Ability to perform essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

Experience with long-term care pharmacy services.
Previous experience in client management, customer service, or client support.
Previous client support experience in a healthcare or other business-to-business setting.
Licensed pharmacy technician, RN, or LPN credential.
SalesForce and Axiom experience.
Experience in project management and client-facing customer service.
Strong administrative management background and ability to manage multiple priorities and deadlines.
Strong business writing experience.

Responsibilities

Work with the Director, Senior Living Account Management, to develop strategies for retaining assigned clients.
Work with the Senior Living team to manage PharMerica clients and customers.
Conduct and document meetings with assigned clients.
Coordinate with PharMerica teams to fulfill client commitments and service-level agreements.
Own the client issue escalation and resolution process.
Prepare for and participate in client reviews, maintaining relevant documentation.
Document client retention, upselling activities, and interactions in the designated CRM platform.
Provide insights and recommendations for pricing negotiations and contract renewals.
Coordinate with billing, credit and collections, contracting, and marketing to support corporate billing and receivables standards.
Prepare quarterly business review materials and client engagement call materials as assigned.
Conduct routine client-facing training on PMC products, tools, and resources.
Provide educational materials that facilitate compliance with PMC procedures, tools, and resources.
Support solution selling and upselling of PharMerica products and services.
Ensure a positive experience for the assigned client base.
Collaborate with clients and PharMerica management to implement corporate initiatives and products, services, and tools, and oversee new facility start-ups and transitions.
Compile client reports and assist with CRM data management and issue resolution management.
Attend PharMerica corporate or networking events and conferences as needed.
Mentor other associates as needed or required.
Perform other tasks as assigned.
Conduct job responsibilities in accordance with the company’s Code of Business Conduct and Ethics, policies and procedures, Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.