Client Success Manager

The Client Success Manager will work with the Sr. Director of Client Success to serve as one of the primary business contacts for the organization related to Medvantx pharmaceutical patient support services with a focus on direct-to-patient and e-commerce.  Dedicated accounts will be assigned to the role and this person will be responsible for overall ongoing client satisfaction of those assigned groups as well as with others as needed. The Client Success Manager will work with the Sr. Director of Client Success, VP Business Development, VP Product Development and other members of leadership to design, develop, launch and oversee new and existing programs focused on DTP and e-commerce. This process will start early in the sales process and continue through the program launch.  This position must provide excellent customer service to accounts, as well as represent client needs and goals within the Medvantx organization to ensure quality services throughout the program’s life.  The role will also require the building upon existing relationships with clients to encourage new and repeat business opportunities for future growth.

Key Responsibilities

• Work with the Senior Director of Client Success and other members of leadership including the VP of Sales, to help design and develop direct to patient, e-commerce programs for both new and existing clients. This includes working through all of the various operational and service options that will ultimately benefit both the client and Medvantx.  
• Act as a subject matter expert in the area of pharmaceutical direct to patient/e-commerce programs.
• Liaise between current clients, Medvantx technology and applicable third party partners to insure program goals and system requirements align.
• Manage, coordinate and complete assignments as needed to facilitate all new implementations including e-commerce launches and client projects to ensure necessary players are included and requests are completed based on established timelines
• Responsible for all assigned client communications, conflict resolution, and compliance on client deliverables.   This requires ongoing interaction with Operations and Quality leadership.
• Assess client needs and requests for best resolution within operational and contractual parameters.
• Review all major deliverables (i.e. strategic brief, program requirements, etc.) to ensure quality standards and client expectations are met.
• Ensure that client issues are dealt with in an efficient manner, informing the Senior Director of Client Services of any problems that may arise and determine communication to resolve.
• Apply pharmaceutical commercialization and product launch concepts into ongoing program design, support and reporting.
• Filter, approve and coordinate change requests to plan specs to ensure all updates are completed and communicated effectively. 
• Work with the Quality and Finance departments to ensure all projects and programs meet quality and contracted standards while remaining profitable.
• Update current and new program overviews to be used for training and ongoing reference tools. 
• Be aware and in pursuit of opportunities for account growth and new business, involving the Senior Director of Client Success as well as Sales leadership when appropriate. 
• Communicate the client's goals and represents the client's interests to the team at all times to build a cohesive relationship between the client and Medvantx.
• Complete all required contracted reports and communicate results, trends and other insight gained from the data to assigned clients.
• Lead client business review preparation, working closely with Senior Director of Client Success in evaluation and presentation of program performance and potential program improvements.
• Be an active and collaborative member of the Medvantx Management Team.
• Provide Senior Director of Client Success regular input on all account activity, including status and outgoing volume reports and escalations.  
• Understand client’s product(s), therapeutic area and patient types.

Critical Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Direct-to-patient pharmaceutical / E-commerce expertise
• Excellent Customer Service skills
• Proficient at project management, solutioning, multitasking and attention to details
• Skillful at balancing the needs of the client with the needs of Medvantx
• Strong written and oral communication skills
• Understanding of pharmaceutical product conversion and commercial sales
• Ability to work well in a team environment
• Adept at working within a dynamic high intensity work environment with deadline constraints
• Ability to plan and execute responsibilities of the job with minimal direction

Qualifications

• Bachelor’s Degree
• 5+ years’ experience in this space
• In depth understanding of e-commerce tools for digital transformation
• Technical competence (understand software, hardware, networks, etc.)
• Experience in tactical execution and management
• Pharmaceutical product commercialization experience preferred
• Account and/or operational management experience
• Knowledge of pharmaceutical support programs or related experience a plus

Physical Demands

• While performing the duties of this job, the employee is regularly required to sit, talk, hear, and use hands and fingers to operate a computer and telephone.
• Specific vision abilities required by this job include close vision requirements due to computer work.

Work Environment

• Extended time on calls and computer
• Mix of mail order pharmacy facilities & pharmaceutical client offices  
• 20% travel requirements
• Location: Sioux Falls, SD

Supervisory Responsibility

None.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.