Client Service and Success Manager

About Us

At The Pharmacy Hub, we collaborate with pharmaceutical brands, manufacturers, health brands, telemedicine providers, and healthcare companies to deliver essential products directly to patients. Our expertise allows us to seamlessly distribute pharmaceuticals, medical devices, and other healthcare products to consumers, ensuring greater accessibility and convenience.

Core Values
The Pharmacy Hub is dedicated to breaking barriers in healthcare by championing access, intervention and affordability.

• Customer-first mindset - we develop strong partnerships with telehealth platforms and healthcare companies to enhance access and understand their specific needs
• Innovation for intervention in care - we develop advanced compounding solutions and products to better support patient health outcomes
• Continuous improvement - we continuously improve our processes and offerings through intelligent, honest and transparent practices to deliver cost-effective solutions that truly benefit our clients and their patients.

You will play a pivotal role in maintaining these values and contributing to the company’s mission of redefining healthcare delivery through superior pharmacy services.

Job Summary:
A Client Service and Success Manager builds and maintains relationships with clients, ensuring they achieve their desired outcomes with a company's product or service. They focus on customer satisfaction, loyalty, and retention by providing support, guidance, and strategic advice. This role acts as a bridge between the client and the company, advocating for the client's needs while also identifying opportunities for growth and improvement. 

Key Responsibilities:

Team Leadership & Development

• Recruit, onboard, and train new Client Services team members.

• Provide ongoing coaching, feedback, and professional development to drive team excellence and engagement.

Client Relationship Management

• Oversee resolution of escalated client inquiries via Freshdesk, collaborating with internal departments as needed.

• Communicate directly with clients to address order issues, delays, or clarification needs.

• Coordinate internally once client feedback or missing information is received.

• Proactively share inventory updates and recommend alternatives when stock is unavailable.

Operations & Internal Communication

• Lead weekly syncs with Compounding and Fulfillment Supervisors to address workflow or order-related concerns.

• Manage and schedule on-site client visits, ensuring alignment and coordination with all departments.

Reporting & Performance Metrics

• Monitor and analyze KPIs related to client satisfaction and team efficiency.

• Work collaboratively across departments to ensure service standards and goals are met.

Qualifications:

• Fluent in English; bilingual proficiency in Spanish preferred.
• 3+ years of experience in client services, account management, or a similar role
• Bachelor’s degree in business administration, marketing, communications, or a related field
• Previous supervisory or team lead experience (at least 1 year)
• Excellent written and verbal communication skills 
• The ability to identify and resolve client issues effectively 
• Exceptional organizational skills and attention to detail
• Proficiency in analyzing data 
• Ability to multitask and work efficiently under pressure
• Familiarity with customer relationship management (e.g. Freshdesk) software 
• Familiarity with pharmaceutical or healthcare industry is a plus
• Leadership skills 
• Ability to adjust strategies and communication styles to meet evolving client needs and market trends.
• Strong organizational skills and the ability to manage multiple clients and tasks simultaneously, ensuring timely and successful outcomes

This is a full-time position, working 44 hours per week, Monday through Friday

This is a 100% onsite role; remote or hybrid work is not available

Benefits:

• 401(k) with up to 4% matching
• Medical, dental, vision and life insurance
• Paid time off
• Paid public holidays 

At The Pharmacy Hub, we don’t just offer jobs—we offer opportunities for career growth and development. We take pride in our fast-paced, team-driven culture and are committed to supporting our employees in achieving success.

If you’re ready to join a company that values hard work, dedication, and teamwork, apply today! We look forward to welcoming you to The Pharmacy Hub and working together to deliver top-tier pharmacy fulfillment solutions.