Customer Service Account Manager
About The Position
The Customer Success Account Manager (Individual Contributor) works to build long-term relationships with a diverse group of Macro Helix’s customers. These clients hold a wide range of needs, from issue resolution that may be driving dissatisfaction to enhancing the compliance of their 340B program. The role will focus on more advanced, critical issues that directly affect revenue and coordinate with support agents on completion of standard requests. The overall goal is to ensure client retention and instill confidence in their 340B program. Tasks may involve project management, strategic planning, and product support.
Requirements
- Degree or equivalent and typically requires 4+ years of relevant experience.
- 4+ years of experience in a customer service role/account management.
- In-depth knowledge of 340B program.
- Experience in the Hospital or Pharmaceutical Industry.
- Process improvement experience.
- Strong Customer Service mindset.
- Critical thinker, generally curious, problem solver.
- Passionate about guiding and instilling knowledge in others.
- Highly organized and able to effectively handle multiple tasks, details and demands simultaneously.
- Excellent interpersonal skills including active listening and customer advocacy.
- Able to manage time and workload independently without direct supervision.
- Working knowledge of tangential systems that work alongside Macro Helix software (e.g., pharmacy software, wholesaler ordering systems, switch, etc.)
Responsibilities
- Act as customers’ primary point of contact on all needs related to the Macro Helix product portfolio, with a focus on the customer experience.
- Create long-term, strategic customer relationships with Assigned Accounts focusing on proactive, value creation.
- Respond promptly and accurately to incoming customer inquiries, escalating if needed to the appropriate resource(s).
- Fully understand and assess client reported issues to determine prioritization and work required to provide a solution.
- Understand drivers of success, constraints, & pain points that customers face with their 340B Program and articulate them to leadership to drive improvements in products and services.
- Apply superior product knowledge in answering questions on functionality and best practices
- Handle advanced/critical/sensitive issues that could result in a loss of revenue.
- Special projects – involves reaching out to customers to gain buy-in on suggested changes or recommendations, explain next steps and impact on system issues
- Translate conceptual ideas and complex client feedback into coherent and actionable requests
- Help expand the Customer Success team’s capabilities through process improvement and tools automation
- Serve as the voice of the customer in internal discussions to relay feedback on our products and services to our teams.
Benefits
- competitive compensation package
- Total Rewards
- annual bonus or long-term incentive opportunities may be offered
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
