Strategic Customer Experience Manager

Evolving Solution Services; Idaho; On-site; USD 90,000 - 130,000; Full time

Job summary

Medvantx in the United States seeks a Customer Experience Manager to serve as a strategic and operational partner for pharmaceutical clients, driving program success and client satisfaction. You will lead cross-functional teams across operations, technology, quality, finance, and commercial to ensure objectives, compliance, and profitability.

The role requires 5+ years of relevant experience, PMP certification, and strong data analytics with Power BI and Jira, plus a travel requirement of up to

Qualifications

• Bachelor's degree required in a related field.
• 5+ years experience in pharmaceutical manufacturing, specialty pharmacy, mail-order pharmacy, pharmaceutical distribution, healthcare supply chain, healthcare logistics and customer operations, medical device account management, or patient support services preferred.
• Proven experience managing strategic customer relationships and driving customer satisfaction, retention, and operational performance.
• Exceptional analytical and critical thinking skills with a demonstrated ability to solve complex operational and customer challenges and implement sustainable solutions.
• Proven ability to serve as a trusted advisor to key customers and internal stakeholders.
• Experience managing escalations, resolving issues, and balancing customer needs with business objectives.
• Understanding of healthcare regulations, patient experience considerations, and industry-specific performance measures is a plus.
• Strong cross-functional collaboration skills with the ability to work effectively across operations, commercial, quality, supply chain, and customer teams.
• Ability to lead through influence, drive accountability, and manage competing priorities.
• Experience presenting business reviews and recommendations to senior leadership.
• Experience building and managing executive-level client relationships in pharmaceutical patient services, pharmacy service operations, or related healthcare environments, with the ability to support successful program execution and client outcomes.
• Skilled with MS Office products, Jira, and Power BI
• PMP certification or related experience required
• Ability to work effectively in a fast-paced environment with competing priorities and deadline constraints.
• Ability to plan and execute responsibilities of the job with minimal direction.
• 10% travel requirements to operational facilities and client offices.

Responsibilities

• Serve as the primary relationship manager for assigned client accounts, building strong partnerships and ensuring high levels of customer satisfaction, retention, and program performance.
• Manage day-to-day client operations while proactively identifying strategic opportunities to optimize programs, improve outcomes, and expand services.
• Lead client implementations, program launches, enhancements, and operational changes from planning through execution and transition to ongoing support.
• Coordinate cross-functional teams to ensure successful delivery of client commitments, operational objectives, and service-level expectations.
• Develop, maintain, and improve customer KPIs, service metrics, dashboards, and reporting to monitor program performance and support informed decision-making.
• Analyze complex data sets, identify trends, and translate insights into actionable recommendations that improve client outcomes and operational efficiency.
• Lead executive business reviews, presenting program performance, key metrics, industry insights, and strategic recommendations to clients and senior leadership.
• Serve as a trusted advisor to clients and internal stakeholders, providing consultative guidance on program performance, operational capabilities, and business opportunities.
• Manage client escalations, resolve operational challenges, and drive issue resolution through effective root-cause analysis and cross-functional collaboration.
• Oversee project and operational documentation, including business requirements, client work instructions, process maps, training materials, and change management activities.
• Partner with Finance and Commercial teams to support proposals, Statements of Work (SOWs), pricing updates, contract amendments, and account growth opportunities.
• Collaborate with Operations, Quality, Technology, and Compliance teams to ensure services are delivered efficiently, compliantly, and profitably.
• Act as the liaison between clients, internal teams, and third-party partners to align business requirements, operational capabilities, and program objectives.
• Identify and implement continuous improvement initiatives that enhance customer experience, streamline operations, and support organizational growth.
• Provide leadership with regular updates on account performance, implementation progress, risks, opportunities, and key business metrics.

Skills

Client relationship management

Strategic planning

Data analysis

Cross-functional collaboration

PMP certification

Power BI

Jira

MS Office

Education

Bachelor's degree

Tools

Jira

Power BI

MS Excel

Job description

Medvantx in the United States seeks a Customer Experience Manager to serve as a strategic and operational partner for pharmaceutical clients, driving program success and client satisfaction. You will lead cross-functional teams across operations, technology, quality, finance, and commercial to ensure objectives, compliance, and profitability.

The role requires 5+ years of relevant experience, PMP certification, and strong data analytics with Power BI and Jira, plus a travel requirement of up to