Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary relationship manager and main point of contact for a designated portfolio of small to mid-sized pharmaceutical manufacturer accounts and programs.

• Develop and sustain relationships with client stakeholders across Commercial, Market Access, and Operations.

• Assist with quarterly business reviews, client interactions, meetings, and industry events.

• Elevate executive-level relationship requirements, risks, and growth opportunities to the SVP of Client Success.

• Aid in the implementation of the HUB client portfolio strategy and roadmap.

• Collaborate with Operations, Technology/Product, and Compliance to ensure HUB services delivery aligns with program specifications.

• Advocate for manufacturer needs internally and guarantee adherence to operational commitments.

• Support budgeting, forecasting, contract renewals, expansion SOW documentation, and annual account planning.

• Track program SLAs, KPIs, delivery timelines, patient journey gaps, and performance dashboards.

• Utilize HUB data and reporting to monitor performance, identify obstacles, and assist in optimization efforts.

• Facilitate audits, corrective action planning, client implementations, new launches, special projects, and enhancements.

• Provide updates on program performance to internal leadership.

• Recognize account expansion opportunities and collaborate with Sales and Account leadership on launches, transitions, and conversions.

• Perform additional related tasks as assigned.

⛳️ Requirements

• A Bachelor's degree is required.

• A minimum of 5 years of experience in the pharmaceutical or biotech industry, preferably within HUB services, patient services, market access, or specialty channel strategy.

• Familiarity with the U.S. access and reimbursement landscape, including Commercial, Medicare Part B/D, Medicaid, Specialty Pharmacy, and Patient Assistance Program design.

• Experience in supporting client relationships or account management roles.

• Proficiency with CRM platforms is preferred.

• Experience with Business Intelligence software is a plus.

• Strong analytical and problem-solving abilities.

• Exceptional written, verbal, and presentation communication skills.

• Customer-service oriented with a proactive, solutions-driven approach.

• Capacity to manage multiple priorities in a dynamic environment.

• Detail-oriented with excellent organizational skills.

• Ability to function as an effective and collaborative team member across all organizational levels.

• Flexibility in schedule and hours is essential.

• Overnight business travel may be required up to 15% of the time.

• Capability to remain seated in a stationary position for extended periods.

• Good manual dexterity is necessary for operating common office equipment.

• Ability to occasionally exert around 20 lbs. of force.

🏝️ Benefits

• Up to 15% travel may be necessary for client visits, industry conferences, and internal meetings.

• CareMetx acknowledges equivalent combinations of experience and education for most positions.

• Equal employment opportunity employer.