Client Success Manager

As a Client Success Manager, you will be the primary point of contact for our B2B telehealth clients, ensuring their success, satisfaction, and growth. You'll play a pivotal role in onboarding new clients, optimizing their experience, and proactively identifying opportunities to expand services. This is an opportunity to be at the forefront of healthcare innovation, working with cutting-edge telehealth companies to provide patients with seamless pharmacy solutions.

Essential Functions and Responsibilities

Client Onboarding and Relationship Management

• Guide new clients through onboarding and ensure a smooth transition into our services
• Work closely with Operations, Compliance, IT, Finance to properly onboard clients and ensure seamless service delivery. Maintain contacts and follow up with updates

Account Growth and Optimization

• Identify opportunities to expand client accounts and enhance their experience
• Effectively communicate product information, policies, and procedures to customers. Schedule routine check-ins with clients

Proactive Problem-Solving

• Address client concerns, anticipate their needs, and work cross-functionally to deliver tailored solutions
• Provide customers with updates on their order status and resolve any discrepancies when issues arise

Customer Interaction and Performance Tracking

• Build and maintain positive relationships with customers through exceptional service
• Monitor key account metrics and document customer interactions and feedback to improve service quality

Problem Solving

• Ability to work cross-functionally and solve problems with the ability to anticipate client needs and act proactively
• Additional projects and responsibilities may be designated by the supervisor

Qualifications

• Experience in B2B account management, client success, preferably in healthcare, telehealth, or pharma
• Strong communication and relationship-building skills
• Data driven decision making skills to track performance and optimize processes
• Proven ability to multitask effectively
• Proficiency in Microsoft Excel and email communication

Additional Skills and Competencies

• Familiarity with pharmacy software systems preferred but not required
• Customer service experience, particularly in a healthcare or pharmacy setting
• Excellent interpersonal and communication skills

Cognitive and Physical Demands

• Requires prolonged sitting and telephone usage
• Requires the use of office equipment such as computer terminals, telephones or copiers
• Requires normal vision range
• Ability to read, hear, speak, keyboard, reason and problem solve

Schedule

5 days per week Monday through Friday, 100% onsite in the office in Miami Gardens.