Reports To: Director, Client Success Job Type: Full-Time, Exempt
Position Summary:
The 340BClient 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 escalate 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