Client Success Lead

GoGoMeds Select; Fairfield (OH); On-site; USD 70,000 - 95,000; Full time

Job summary

GoGoMeds Select is seeking an Account Manager to act as the primary liaison between the pharmacy and client accounts in Ohio. The role focuses on ensuring service delivery meets contractual obligations while identifying opportunities for account expansion and service improvement.

You will monitor SLA adherence, track KPIs, and coordinate with operations to implement process enhancements. Strong CRM and communication skills are essential for quarterly business reviews and client satisfaction

Qualifications

• 3+ years of client/account management experience, healthcare/pharmacy preferred.
• Strong understanding of pharmaceutical operations and fulfillment logistics.
• Proficiency with CRM systems and data analysis tools.

Responsibilities

• Maintain SLA compliance and report on fulfillment timelines, accuracy, and communication metrics.
• Serve as single point of contact for account questions; document interactions in CRM.
• Collaborate with operations and pharmacy teams to implement process improvements and growth opportunities.

Skills

Client management

Communication

Analytical thinking

Tools

CRM systems

Data analysis tools

Job description

Serve as primary liaison between pharmacy and client accounts, ensuring service delivery meets contractual obligations while identifying opportunities for account expansion and service improvement.

Core Responsibilities

• Monitor and report on SLA compliance across fulfillment timelines, accuracy rates, and communication metrics
• Track key performance indicators: order turnaround time, fill rates, error rates, client response times
• Escalate potential SLA breaches proactively and coordinate resolution
• Maintain SLA dashboards and provide regular reports to clients and internal stakeholders

Client Relationship Management

• Conduct scheduled touchpoints (weekly/monthly/quarterly based on account tier)
• Serve as single point of contact for operational questions and concerns monitoring slack
• Document client interactions and action items in CRM
• Facilitate quarterly business reviews with key accounts
• Coordinate onboarding for new client locations or service lines
• Escalate any unresolved client issues
• Deploy client satisfaction surveys (quarterly/bi-annually)
• Conduct structured feedback sessions to identify pain points
• Collaborate with operations and pharmacy teams to implement process improvements
• Track and communicate resolution of client-reported issues
• Analyze trends in client feedback to inform service enhancements

Business Development & Growth

• Identify expansion opportunities within existing accounts (new locations, additional compounds, increased volume)
• Present solutions for unmet client needs
• Collaborate with sales team on renewal strategies and upsell opportunities
• Monitor utilization patterns to recommend optimized formulary or service packages
• Track account health scores to prevent churn

Required Qualifications

• 3+ years client/account management experience (healthcare/pharmacy preferred)
• Understanding of pharmaceutical operations, compounding regulations, and fulfillment logistics
• Proficiency with CRM systems and data analysis tools
• Strong communication and relationship-building skills
• Problem-solving orientation with attention to detail

Success Metrics

• SLA compliance rate (target: >95%)
• Net Promoter Score (NPS) or satisfaction ratings