Manager, Customer Success Management

Empower Pharmacy; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

A leading healthcare company seeks a Manager for Customer Success Management to strengthen client relationships and enhance team performance. The role involves process improvements and driving customer loyalty, with a focus on agility, leadership, and collaboration in a remote setting with competitive benefits.

Benefits

Comprehensive medical, dental, and vision coverage

Paid time off

401(k) matching

Wellness perks

IV therapy

Compounded medications

Qualifications

• Minimum 5 years of experience in sales management role, preferably in healthcare.
• Exceptional customer-focused skills with a proven ability to exceed sales goals.

Responsibilities

• Guides the Account Management Sales team with coaching and performance monitoring.
• Develops Standard Operating Procedures and analyzes sales metrics to improve efficiency.
• Collaborates across departments to enhance retention and satisfaction.

Skills

Leadership

Adaptability

Strategic Thinking

Customer-Oriented

Education

Bachelor's degree in business administration, healthcare administration, or related field

Tools

Salesforce

Job description

Location: Remote - (United States), United States

Job Type: FULL TIME

Req# 4657

Company Overview

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary

The Manager, Customer Success Management strengthens client relationships and drives team performance to support Empower’s mission of expanding access to affordable medications. This role enhances customer loyalty through process improvements, performance analysis, and team development.

Duties and Responsibilities

• Guides the Account Management Sales team with coaching, call improvement exercises, and monitoring key performance indicators to ensure performance and customer satisfaction.
• Develops Standard Operating Procedures, analyzes sales metrics, and reviews pipelines to improve efficiency and resource use.
• Leverages Customer Relationship Management software to document activities, ensure data accuracy, and strengthen client relationships.
• Collaborates across departments to drive improvements, execute campaigns, and address customer feedback to enhance retention and satisfaction.
• Manages team development, hiring, onboarding, and fosters a collaborative, positive work culture.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Knowledge and Skills

• Demonstrates exceptional leadership, adaptability, strategic thinking, and customer-oriented skills, with the ability to exceed sales goals, build client relationships, and thrive in fast-paced, dynamic environments.
• Possesses technical expertise in pharmaceutical products, clinical treatments, healthcare regulations, and Salesforce applications, with proficiency in medical terminology and knowledge of compounding or specialty pharmaceuticals preferred.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

Experience and Qualifications

• Minimum 5 years of experience in sales management role, preferably in the healthcare industry.
• Bachelor's degree from an accredited college or university in business administration, healthcare administration, or related field required.

Employee Benefits, Health, and Wellness

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/ - Link Opens in New Tab