Client Success Lead

GoGoMeds; Southgate (KY); On-site; USD 60,000 - 90,000; Full time

Job summary

GoGoMeds seeks an experienced client relationship manager to serve as the primary liaison between the pharmacy and client accounts, ensuring contractual service delivery and identifying opportunities for expansion and improvement.

Responsibilities include monitoring SLA compliance, tracking KPIs, coordinating resolutions, and maintaining dashboards. The role also covers quarterly reviews, onboarding for new locations, and collaboration with pharmacy teams to enhance processes.

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.

Responsibilities

• Serve as primary liaison between pharmacy and client accounts to ensure contractual service delivery.
• Monitor SLA compliance across fulfillment timelines, accuracy rates, and communication metrics.
• Track KPIs: order turnaround time, fill rates, error rates, client response times.
• Escalate SLA breaches and coordinate resolutions with teams.
• Maintain SLA dashboards and provide regular reports to clients and internal stakeholders.
• Conduct quarterly business reviews with key accounts and coordinate onboarding for new locations.

Skills

Client management

Communication

Relationship-building

Problem-solving

Healthcare operations understanding

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