Client Success Manager - Pharma and Nursing (MA region)

Clarest Health - Vienna, VA

Full-time - Mid Level

Vienna, VA

About the position

The Client Success Manager at Clarest Health plays a crucial role in enhancing patient care by serving as the primary liaison between healthcare facilities and the pharmacy. This field-based position focuses on building strong relationships with facility staff, ensuring effective communication, and delivering exceptional service to meet client needs. The role involves significant travel within the Massachusetts region, with responsibilities including training staff, resolving concerns, and implementing new procedures to improve healthcare operations.

Responsibilities

• Build and nurture relationships with key facility stakeholders such as Administrators, Executive Directors, Directors of Nursing, Clinical and Operational Leaders, and Owners/Operators within assigned accounts and territories.
• Serve as the main point of contact for assigned accounts, ensuring client-centric relationships and achieving client success metrics through effective communication and coordination.
• Conduct regular and strategic facility visits and outreach to ensure timely solutions and the achievement of key performance indicators (KPIs).
• Provide in-depth quarterly business reviews, demonstrating mastery of the company's value proposition and delivering valuable insights to clients.
• Partner in monitoring KPIs and client metrics, identifying areas for improvement to drive client success.
• Collaborate with internal teams, including pharmacy operations, finance, billing, sales, technical support, and others, to ensure seamless service delivery and effective solutions.
• Stay updated on industry trends, regulations, training, and educational offerings. Proactively communicate and facilitate the adoption of emerging programs and service lines within assigned accounts.
• Provide comprehensive product demonstrations, in-service training sessions, and ensure all client requirements are met.
• Ensure compliance and act with integrity as a client advocate, effectively communicating needs, feedback, and recommendations for improvement.
• Maintain accurate client records, activity logs, and other documentation within the CRM and operating systems.
• Ensure successful client onboarding, program offerings, service implementation, and handle customer service activities, including complaint resolution.

Requirements

• Bachelor's degree in healthcare management, Pharmacy or related field.
• Pharmacy certification or nursing license required (must be in good standing).
• 3+ years of experience and proven success in similar account management positions.
• Must reside within the Massachusetts region/territory.
• A valid driver's license is required for this position, as travel will be a regular part of the job responsibilities.

Nice-to-haves

• Effective verbal and written communication skills.
• Exceptional leadership and motivational skills.
• Strong problem-solving abilities.
• Customer service focus.
• Exceptional organizational skills.
• Ability to communicate with and teach staff.
• Experience in developing training materials.
• Dependable and flexible.
• Ability to function independently and handle pressure with multiple tasks and deadlines.

Benefits

• Comprehensive Medical, Dental and Vision Insurance (as low as $13.33/pay).
• Paid Time Off.
• Free Virtual Care - Telemedicine.
• 401k with company match.
• Referral Bonuses.
• Life Insurance.