Customer Success Coordinator jobs in Cleveland, OH

Pharmacy Solution Group (PSG), a member of the CommuniCare Family of Companies is seeking a skilled and experienced candidate for the position of Director of Customer Success.

Overview: 

The primary purpose of this position is to oversee the process of customer retention and success for our long-term care pharmacies. This includes interacting with existing, new, and potential customers on a regular basis and directing the customer success representatives to help customers in implementing pharmacy service policies and procedures to enhance their success. 

Reports to: Pharmacy COO

Qualifications:

• Previous Long-Term Care pharmacy customer service/success experience.  Minimum 3 years’ experience required.
• Expert communication skills and the ability to hold customer conversations from C-suite level to the floor staff level within a skilled nursing facility.
• Strong analytical and goal-oriented mindset backed by proven expert-level project management knowledge and skillset.
• A top-level ability to assess customer concerns and problem solve issues with internal pharmacy stakeholders
• Ability to manage, guide, and track progress of multiple direct reports.
• Frequent travel required
• Bachelors or nursing degree highly preferred.

Responsibilities:

• Lead the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first approach.
• Maintain relationship management across the entire pharmacy team; help others on the team maintain and improve customer relationships both internally and externally.
• Regularly obtain customer feedback to guide the success of the pharmacy from the customers' perspective.
• Develop and implement policies with pharmacy operational leaders that address customer concerns.
• Monitor frequency and effectiveness of the on-site visits of the customer success staff with designated nursing facility team leaders and staff.
• Manage the process of new customer on-boarding and training to ensure successful implementation of pharmacy services.
• Regularly meet with customers, pharmacy leadership, and customer success team.
• Interact regularly with pharmacy operational leaders and CommuniCare senior management.
• Share team wins and updates with company leadership.