Customer Success Manager - 340B Pharmacy Programs

Job Description

Job Description

Description:

NPS Pharmacy and its affiliates are seeking a highly organized, analytical, and proactive Customer Success Manager – 340B Pharmacy Programs to serve as the relationship and performance owner for an assigned portfolio of 340B covered entities. This individual will develop a deep understanding of each client's pharmacy and 340B program to help clients achieve measurable results. The ideal candidate will be comfortable working in a fast-paced environment and possess strong accountability, communication and interpersonal skills. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Serve as the primary day-to-day relationship owner for an assigned portfolio of clients while building trusted relationships with client leadership, pharmacy, clinical, finance, compliance, and 340B stakeholders

· Develop client success plans outlining objectives, priorities, risks, opportunities, and action items

· Establish consistent engagement cadences based on client needs and program complexity while leading client meetings to ensure decisions, action items, owners, and timelines are clearly documented and executed

· Foster executive-level relationships with clients and ensure leadership remains informed of performance, opportunities, and significant concerns

· Analyze and translate trends in pharmacy and 340B performance across accounts using financial, utilization, prescription, and operational data to develop concise, actionable insights for various audiences

· Develop and deliver client scorecards and regular business reviews that clearly communicate performance, trends, risks, opportunities, and recommendations

· Identify opportunities to increase pharmacy utilization, rx capture, patient engagement, and overall program performance, i.e., new locations, pharmacy relationships, service lines, or additional NPS Pharmacy services

· Partner with NPS leadership, Business Development, Pharmacy Operations, 340B, Finance, and other internal matrix team members to evaluate and execute appropriate expansion opportunities

· Participate in prospective client discussions when pharmacy, operational, or 340B expertise is needed.

· Communicate clearly with clients on issue status, next steps, ownership, and expected timeline while identifying issues and making recommendations that address root cause rather than individual occurrences

· Serve as the central point of coordination for client needs that require involvement from Pharmacy Operations, 340B, Finance, Business Development, and other internal teams

· Maintain ownership of customer experience even when resolution requires another department's subject matter expertise

REQUIRED QUALIFICATIONS

· 3+ years of experience in customer success, account management, pharmacy, health care operations, 340B, consulting, or a related client-facing role

· Bachelor's degree or equivalent combination of education and relevant professional experience

· Demonstrated ability to manage complex customer relationships and multiple accounts simultaneously

· Excellent written and verbal communication skills with experience communicating to both operational stakeholders and senior/executive leadership

· Ability to work independently, troubleshoot complex issues and coordinate cross-functional resources through resolution within a remote-based team

· Comfort working in a fast-paced, growing organization where priorities and processes may evolve

· Willingness to travel approximately 15–20% for client meetings, implementations, conferences, and other business needs

Requirements: