Client Success Manager / Senior Living

Client Success Manager, Senior Living

Operations Management focuses on efficiently meeting the needs of our clients across various lines of business. If your passion is managing and developing staff to ensure quality care to help our clients live their best life we encourage you to apply today!

The Client Success Manager, Senior Living cultivates and maintains an on-going strategic relationship with their clients. They are responsible for ensuring customer satisfaction with pharmacy services, issue resolution, and overall retention of their clients.

This position entails 60-75% travel in and around the San Jose, CA area.

Ideal location to reside is within that location to enable home officing 25% of the time. In order to meet the needs of our Clients and PharMerica standards, this position cannot be performed remotely.

Required:

3 or more years' experience in client management (customer service) or sales in Long-Term Care.

We offer:

DailyPay

Flexible schedules

Competitive pay

Shift differential

Health, dental, vision and life insurance benefits

Company paid STD and LTD

Tuition Assistance

Employee Discount Program

401k

Paid-time off

Tuition reimbursement

Non-retail/Closed-door environment

Our Pharmacy group focuses on providing exceptional customer service and meeting the pharmacy needs for hospitals, rehabilitation hospitals, long-term acute care hospitals, and other specialized care centers nationwide. If your passion is service excellence and top-quality care come join our team and apply today!

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.

Qualifications:

Education/Learning Experience

Required: Bachelor's Degree in business or related field

Work Experience

Required: 3 or more years' experience in client management or sales in Long-Term Care or related industries

Desired: 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.

Preferred: Licensed pharmacy technician, RN, LPN preferred

Skills/Knowledge

Required: 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

Desired: 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

About our Line of Business

PharMerica, an affiliate of BrightSpring Health Services, is a full-service pharmacy solution providing value beyond medication. PharMerica is the long-term care pharmacy services provider of choice for senior living communities, skilled nursing facilities, public health organizations, and post-acute care organizations. PharMerica is one of the nation's largest pharmacy companies, offering unmatched company culture, employee development, and advancement opportunities.

Salary Range

USD $85,000.00 - $106,000.00 / Year