Client Success Manager

Job Title: 340B Client Success Manager

Location: Remote
Department: Client Success

Reports To: Director, Client Success
Job Type: Full-Time, Exempt

Position Summary:

The 340B Client Success Manager is responsible for developing key client relationships. This role will serve as a trusted advisor to our clients, ensuring they derive maximum value from our software solutions while aligning our services with their business goals. This client-facing position is critical to the client experience and drives our personalized approach to client management. Success will be measured by client satisfaction, retention, and revenue growth.

Key Responsibilities:

• Client Partnership & Strategy: Develop deep relationships with key client stakeholders to understand their business objectives, challenges, and success metrics. Translate these into actionable strategies using our software solutions.

• Client Relationship Management: Manage client accounts through Salesforce, ensuring all interactions, client profile and contacts are documented accurately. Provide training and support to clients on product features and best practices.

• Client Retention: Foster long-term relationships to ensure client satisfaction. Conduct regular cadence with clients to assess satisfaction levels, address concerns and elevate as needed.

• Client Advocacy: Champion the voice of the client internally, influencing product development, service enhancements, and strategic initiatives.

• Problem Solving: Proactively identify issues or concerns and work cross-functionally with support teams to ensure seamless delivery and continuous improvement of client experiences.

Qualifications:

• Bachelor's degree in business, healthcare, operations, or a related field (master's degree preferred).

• 5+ years of experience in client relationship management, account strategy, or client management in a software delivery model.

• Proven ability to manage enterprise clients and deliver business outcomes through technology.

• Advanced Excel skills, including V-Lookup, Pivot Tables, Charts & Graphs, Formulas, etc.

• Ability to manage and lead effectively during times of organizational change and transformation.

• Strong business acumen with the ability to link software capabilities to client KPIs and strategic goals.

• Excellent communication, presentation, and negotiation skills.

• Experience with CRM and analytics tools (e.g., Salesforce).

Preferred Attributes:

• 340B ACE certification.

• Pharmacy experience preferred.

• Skilled in data reporting and interpretation.

• Understanding of hospital/pharmacy systems, workflows, prescribing, and revenue cycle.

• Willingness and ability to travel for client meetings.

• U.S. citizenship and compliance with hospital credentialing standards.

Success Metrics:

• Client retention and renewal rates

• Revenue growth within existing client relationships

• Client satisfaction improvement

• Effective management of client risks, escalations, and client health

What We Offer:

• Health insurance

• Flexible Spending Account (FSA)

• Dental and vision insurance

• 401(k) retirement plan

• Paid time off

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