Customer Success Manager – 340B Pharmacy Programs

ESSENTIAL DUTIES AND RESPONSIBILITIES

• · Serve as the primary day-to-day relationship owner for an assigned portfolio of clients while building trusted relationships with client leadership, pharmacy, clinical, finance, compliance, and 340B stakeholders
• · Develop client success plans outlining objectives, priorities, risks, opportunities, and action items
• · Establish consistent engagement cadences based on client needs and program complexity while leading client meetings to ensure decisions, action items, owners, and timelines are clearly documented and executed
• · Foster executive-level relationships with clients and ensure leadership remains informed of performance, opportunities, and significant concerns
• · Analyze and translate trends in pharmacy and 340B performance across accounts using financial, utilization, prescription, and operational data to develop concise, actionable insights for various audiences
• · Develop and deliver client scorecards and regular business reviews that clearly communicate performance, trends, risks, opportunities, and recommendations
• · Identify opportunities to increase pharmacy utilization, rx capture, patient engagement, and overall program performance, i.e., new locations, pharmacy relationships, service lines, or additional NPS Pharmacy services
• · Partner with NPS leadership, Business Development, Pharmacy Operations, 340B, Finance, and other internal matrix team members to evaluate and execute appropriate expansion opportunities
• · Participate in prospective client discussions when pharmacy, operational, or 340B expertise is needed.
• · Communicate clearly with clients on issue status, next steps, ownership, and expected timeline while identifying issues and making recommendations that address root cause rather than individual occurrences
• · Serve as the central point of coordination for client needs that require involvement from Pharmacy Operations, 340B, Finance, Business Development, and other internal teams
• · Maintain ownership of customer experience even when resolution requires another department's subject matter expertise

REQUIRED QUALIFICATIONS