Client Success Manager / Sr Living Pharmacy

PharMerica•Vancouver, WA

2d•$80,000 - $90,000•Hybrid

About The Position

The Client Success Manager, Senior Living cultivates and maintains an on-going strategic relationship with their clients. They are responsible for the ensuring customer satisfaction with pharmacy services, issue resolution and overall retention of their clients. This position requires entails 70% travel in and throughout the territory. In order to meet the needs of our Clients and PharMerica standards, this position cannot be performed remotely outside of the listed territory. PharMerica, an affiliate of BrightSpring Health Services, delivers personalized pharmacy care through dedicated local teams, serving health care providers such as skilled nursing facilities, senior living communities, and hospitals. We also cater to individuals with behavioral needs, infusion therapy needs, seniors receiving in-home care, and patients with cancer. Operating long-term care, home infusion, and specialty pharmacies across the nation, we combine the personal touch of a neighborhood pharmacy with the resources of a national network. Our comprehensive solutions, backed by industry-leading technology and regulatory expertise, ensure accurate medication access, cost control, and compliance with best-in-class clinical standards. We are committed to enhancing resident health, reducing staff burdens, and supporting our clients' success.

Requirements

Bachelor’s Degree in business or related field
3 or more years’ 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
advanced Microsoft Office proficiency
outstanding problem solving skills
experience in root cause analysis
able to collaborate cross-functionally
experience working within a team

Nice To Haves

Experience with Long Term Care Pharmacy Services a plus.
previous experience in a client management, customer service, or client support role
previous experience in a client support role within a healthcare setting or other business-to-business setting.
Licensed pharmacy technician, RN, LPN preferred
SalesForce and Axiom experience
previous experience in a project management and client-facing customer service role
strong background in administrative management with the ability to manage multiple priorities and deadlines at once
strong experience in business writing

Responsibilities

Works with the Director, Senior Living Account Management in developing strategies that result in retention of assigned PharMerica Clients
Works with the Senior Living team to manage PharMerica’s Clients and customers.
Conducts and documents meetings with assigned clients
Works directly with key PharMerica teams to deliver on client commitments and to meet service-level agreements.
Owns client issue escalation and resolution process.
Prepares for and participates in a client review process to include maintaining documents for such review.
Documents Client retention, upselling activities, and interactions, in PharMerica’s designated CRM platform
Owns proving insight and recommendations on pricing negotiation and contract renewals.
Works with other disciplines (billing, credit/collections, contracting, and marketing) to assure that corporate billing, and receivable standards are achieved.
Prepares quarterly business review materials and client engagement call materials as assigned.
Conducts routine client-facing training for PMC products, tools and resources.
Provides educational materials to facilitate compliance with PMC procedures, tools and resources.
Supports solution selling or up-selling of PharMerica products and services.
Ensures an overall positive experience for the assigned client base.
Works collaboratively with clients and key PharMerica management to implement various corporate initiatives, implement PharMerica products/services/tools, and oversee new facility start-ups/transitions.
Compiles Client reports and assists with CRM data management and issue resolution management.
Attend PharMerica corporate/networking events and conferences, as needed.
Mentor other associates as needed or required
60-70% Travel Required
Performs other tasks as assigned.
Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.