Sales

Empower Pharmacy; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

A leading pharmacy company in the United States is seeking a Customer Retention Specialist to enhance customer relationships and drive renewals. This role involves executing retention strategies and utilizing data analytics to identify at-risk accounts. The ideal candidate will have a strong background in customer engagement and a minimum of 3 years' experience in a regulated industry. Join us to help improve patient care with high-quality medication and exceptional service.

Qualifications

• Minimum of 3 years of experience in customer retention preferably in healthcare or pharmaceutical.
• Bachelor’s degree in business or healthcare management preferred.
• Experience in process improvement or Six Sigma training is a plus.

Responsibilities

• Build trusted relationships with customers.
• Execute retention strategies and monitor customer behavior.
• Utilize AI tools and data analytics for proactive interventions.

Skills

Customer engagement

Problem-solving

Relationship management

Data analytics

Communication

Education

Bachelor’s degree

Tools

AI tools

Job description

The Customer Retention Specialist at Empower Pharmacy plays a mission-critical role in safeguarding customer relationships, ensuring renewals, and delivering an exceptional experience that supports Empower’s transformational growth. Reporting to the Manager, Revenue Retention, this role strengthens loyalty and trust by addressing customer needs with care, urgency, and professionalism. As Empower Pharmacy produces more than 300 million doses annually as the nation’s largest 503A compounding pharmacy and an FDA-registered 503B outsourcing facility, the Customer Retention Specialist helps ensure patients, providers, and partners continue to rely on Empower for safe, high-quality, and affordable medication. By combining customer-first service, operational excellence, and data-driven insights, this role directly contributes to Empower’s vision of helping people live healthier, happier lives.

Duties and Responsibilities

• Builds trusted relationships with customers by actively listening, resolving issues with urgency, and demonstrating the value of Empower’s services to strengthen loyalty, renewals, and long-term satisfaction.
• Executes retention strategies with precision and compliance, monitoring customer behavior and proactively addressing risks, gaps, or concerns that could impact ongoing revenue and trust.
• Partners with sales, customer success, operations, and compliance to deliver seamless customer engagement strategies that reinforce confidence, reduce churn, and safeguard business continuity.
• Utilizes AI-enabled tools and data analytics to detect early warning signals, identify at-risk accounts, and generate actionable insights that drive proactive, customer-focused interventions.
• Maintains accurate documentation of customer interactions, case resolutions, and outcomes, ensuring transparency, data reliability, and continuous learning across Empower’s teams.
• Champions continuous improvement by sharing customer feedback, recommending process enhancements, and contributing to scalable solutions that elevate the retention experience and support Empower’s growth trajectory.

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

• Strong skills in customer engagement, problem-solving, and relationship management with a proven ability to influence positive outcomes.
• Familiarity with AI tools and technologies, including their application in data analytics, workflow automation, and customer engagement strategies.
• Ability to interpret customer insights, identify churn indicators, and contribute to actionable strategies that strengthen customer loyalty.
• 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 of 3 years of experience in customer retention preferably in healthcare, pharmaceutical, or another regulated industry.
• Bachelor’s degree in business, healthcare management, or a related field preferred.
• Preferred Certifications include Customer Experience Management Certification; process improvement or Six Sigma training is a plus.