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 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
What We Offer:
- Health insurance
- Flexible Spending Account (FSA)
- Dental and vision insurance
- 401(k) retirement plan
- Paid time off