Client Success Manager

Title: Client Success Manager

Reports To: Market Leader/VP

Location: Nassau, Suffolk, & Queens County

Cost Center: MSO

Position Type: Travel

Salary Range: $60,000-$80,000 annually

Position Summary:

At ProCare LTC, a division of Clarest Health, we are a trusted leader and partner in the delivery of personalized medication management; combining exceptional service with data-driven insights and the latest technologies to provide an unmatched level of pharmacy care for patients in a care facility setting and in the place they call home. We are the pharmacy provider that stays with the patient throughout their care journey, partnering with Long term care partners, providers, payors, patients and care givers to deliver exceptional long term outcomes. We strive to continuously strengthen our team and improve our client experience.

Currently, we are seeking an experienced and highly motivated Client Success Manager to join our ProCare LTC team within our Client Success/Growth organization. As a vital team member, you will serve as a liaison between our long-term care and senior living communities and our organization. You will be responsible for actively supporting and managing our customer relationships to achieve and maintain client success metrics and long-lasting partnerships.

Essential Functions – primary position responsibilities:

• Identify, establish, and maintain a trusted partnership with Key Facility Stakeholders such as Administrators, Executive Directors, Directors of Nursing, Clinical and Operational Leaders, Owners/Operators within an account and territory assignment.
• Serve as a primary contact and coordination for assigned accounts and clients at all levels in nurturing long term, client centric relationships and achieving metrics for client success.
• Conduct proactive and strategically aligned Facility visit and outreach expectations ensuring timely solutions and KPI’s are met.
• Deliver comprehensive Quarterly Business review with a commitment to mastery and value prop for clients and Clarest Health
• Partner in monitoring key performance indicators ( KPI’s) and client metrics to identify areas for improvement and drive client success

• Collaborate with internal teams including pharmacy operations, finance, billing, sales, technical support, and others to ensure seamless service delivery and solutions.
• Stay current with Industry trends, regulations, training and educational offerings, emerging programs and service lines and proactively communicate and initiate adoption within account assignment.
• Provide comprehensive product demonstrations, in servicing and training sessions to clients, ensuring all requirements are met.
• Act with integrity as a Client Advocate and Organizational champion, effectively determining and communicating needs, feedback, and recommendations for improvement.
• Maintain accurate client records, activity logs and other documentation within the CRM and Operating systems as directed.
• Ensure success metrics are achieved in Client onboarding, new program offerings and service implementation strategies.
• Customer service activities; complaint investigation and resolution in partnership with organizational and Client stakeholders
• Informs and supports both directly and indirectly, Industry updates, changes in Clarest/ProCare LTC policy and procedures, updates in processes and proprietary form requirements.
• Partner with Consultant services to ensure pharmacy regulatory compliance.

……The ability to adhere to Clarest’s Code of Conduct, follow Clarest Compliance policies and procedures, and report any suspected violations of any federal or state laws to either their direct supervisor, Human Resources, or the Compliance Officer

• Any and other responsibilities as assigned by the manager to support these and other responsibilities in the department.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of this employee for this role.

• Required Skills (Education/Certification/ Licenses/Years of Experience):
• Bachelor’s degree in healthcare management, Pharmacy or related field, pharmacy certification or nursing license preferred.
• 3 years of experience and proven success in similar customer-facing positions

• Business acumen in the long-term care pharmacy industry preferred not required.

• Exceptional communication skills (verbal, written, and non-verbal) to be able to convey thoughts, ideas succinctly and effectively.
• Demonstrated ability to build and maintain trusting relationships with all levels of individuals within assigned client groups and within Clarest Health as a whole.
• Proven Collaborator, Relationship and Team Builder

• Commitment to Continuous improvement
• CRM acumen and experience
• Strong communication skills (verbal, written, and non-verbal) to be able to convey thoughts and ideas succinctly and effectively.
• Demonstrated ability to build and maintain trusting relationships with all levels of individuals within assigned client groups and within Clarest as a whole.
• Utilize a consultative business approach to understand/comprehend the client success/business issues and the underlying drivers to provide solutions and recommendations.
• Strategy and business acumen
• Demonstrated ability to collaborate with and present to small and larger groups, depts and the organization to drive enhance business optimization recommendations.
• Ability to operate in a fast-paced environment with flexibility and adapt to changing priorities.
• Ability to critically think, analyze data, and issues to arrive at recommendations, conclusions and proposed solutions taking into legal, organizational, departmental and interpersonal issues.
• Agility to make sound recommendations/decisions, considering a multitude of relevant variables.
• Resilience to constructively diffuse and handle conflict and difficult situations with a solutions-based approach in accordance with Clarest’s business and approaches
• Steward of integrity with the ability to uphold and mentor Clarest’s values and approaches.
• Lifelong learner who seeks to gain knowledge about their role, work, the industry to add and deliver value.
• Ability to effectively incorporate feedback into their work, for growth and development
• Self-starter who proactively can identify and seize opportunities for Clarest growth and make recommendations for enhancement.
• Strong organizational skills to handle multiple priorities within agreed upon deadlines.

Competencies (what are the skills, abilities they need to do the above essential functions): Long Term Care Industry Knowledge, Client Relationship Management, Customer centric mindset, Effective communication skills, Problem solving and analytical skills, Effective Collaborator and Team builder, Organizational skills, Microsoft office suite and proprietary software proficiency, Upsell/Cross sell/Sales competencies.

Supervisory Responsibility: NA

Budget Responsibility: NA

Describe the nature and scope of independent decisions made in this position:

Work Environment: This job is a Hybrid environment of office and within client facilities.

Physical Demands: Request for assistance from HR to complete-Consider the physical demands of the job: Standing for long periods of time, operating a type of machinery, computer, phone, ability to lift 20lbs

moving, lifting or carrying boxes (for sustained periods of time or details if appropriate. Ability to stand for extended periods. Fine Motor Skills to …. . Visual acuity …. .

Position Type/Expected Hours: 40 hours per week, typically, Monday through Friday The role is a full-time position, which is traditionally 40 hours a week.

Travel (if yes, percentage of travel time required) Yes, 40-60% on average

Other unique responsibilities or conditions not previously addressed (driver’s license, bilingual, etc.) Current Driver’s license and insured vehicle required.

Clarest is an Equal Opportunity Employer. Reasonable accommodations will be made to enable individuals with disabilities to apply for a job or to perform the essential functions of their job. Please advise us if you require a reasonable accommodation.