Client Services Manager - Life Sciences

The Client Services Manager is a trusted advisor for our customers who can drive strategic and financial value for customers and Surescripts by promoting and supporting the programs we deploy together. The CSM will work directly with the client's Account Executive as hand-offs occur from the sale to implementation, management, and expansion. The Client Services Manager will need to understand customer reporting and data needs and business problems and then work with the customer to advance their goals and strategy. The Client Services Manager will collaborate with all groups within Surescripts, most notably Finance, Data & Analytics, Product Innovation, Marketing, and Sales to drive valued results. They will proactively identify and deliver, often partnered with an Account Executive, new and expansion opportunities on accounts. They work towards establishing a positive client experience through delivery excellence.

Responsibilities:

• Develop highly effective relationships with customers and solicit feedback to bring back to internal business units. Serve as the day-to-day point of contact for Life Sciences customers.
• Identify customer specific benefits and value of Surescripts products to drive adoption and utilization of Surescripts products based on specific customer needs.
• Identify and operationalize opportunities to expand value for the customer and revenue for Surescripts within the customer account.
• Translate customer business needs into service and product requirements.
• Identify and initiate pilot and early adoption opportunities with internal and external partners. Identify best practices to share with internal and external partners.
• Manage customer concerns that require insight from management or other internal business partners.
• Lead components of the planning, coordination, and strategic effort for account reviews on a regular basis, sometimes in partnership with Account Executives, to evaluate client demands and product utilization. Present to executive members within account reviews.
• Drive business enhancements across multiple segments as it relates to helping make the networked products more effective. Influence significant and measurable outcomes to the betterment of the network by being an established expert on network activities.
• Bring the voice of the customer to teams across Surescripts. Apply understanding of customers' strategic plans and share with internal partners.
• Serve as a Life Sciences Subject Matter Expert (SME).
• Track Life Sciences industry trends relevant to client business and bring forth proactive ideas and solutions.
• Lead the onsite project teams and ensure they understand the client environment.
• Develop and execute an account plan that includes transactional and strategic initiatives to drive profitable growth.
• Collaborate with Product, Sales, Marketing, and others across the organization towards achieving the account plan.

Qualifications:

Basic Requirements:

• Bachelor's degree or equivalent experience.
• 8+ years of experience in related, progressive roles within healthcare.
• 7+ years of experience in account management.
• 5+ years of Life Science Patient Service / Access or HUB experience.
• Experience as the main point of contact for one or more large, premiere accounts with responsibilities of:
  
  
  • Building relationships with customer accounts. Using a needs-based approach to evaluate how Surescripts can be of service via products & services.
  • Driving revenue growth via upselling & a consistent focus on increasing product adoption & utilization.
  • Ensuring customer satisfaction, growth, and revenue retention.
  • Collaborating across teams during implementations and for other customer-related initiatives.
  • Leading meetings with the premiere customer/s.
  • Experience managing client P&L of $15+ Million dollars including reporting and metric assessment for the account.
• Strong Excel skills, PowerPoint, & Tableau experience desired.
• Experience in a KPI & NPS environment.
• Knowledge of privacy laws and regulations around health data (HIPAA, ONC, NCPDP, etc.).
• Strong interpersonal, communication, and client relations skills.
• 4+ years of experience leading projects.
• Experience with CRM systems and maintaining a clear and dependable view of pursuits, progress, and pipeline conversion.

Preferred Qualifications:

• Advanced Degree.
• Health IT industry knowledge with a special focus on e-prescribing.
• Experience using Salesforce.com or other Customer Relationship Management (CRM) tools.
• 2+ years of experience with project management.

Travel: Some travel for internal meetings, conferences, and customer meetings.

Keywords: life sciences, HUB, patient access, account management, revenue growth, retention

#LI-REMOTE

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .

What You're Like

You're an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas, you're also grounded in good data, real market insights and measurable results.

What We're Like

We're a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We're storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun.

What the Work is Like

Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.

Why Wait? Apply Now

We're a midsize company. This means you're not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.

At Surescripts, base pay is one part of our Total Rewards Package (which may also include bonus, benefits etc.) and is determined within a range. The base pay range for this position is $118,900 - $145,300 per year. Your base pay may vary within or outside of this range depending on a number of factors, including (but not limited to) your qualifications, skills, experience, and location.

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.

Physical and Mental Requirements

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Work Environment

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.