Senior Supervisor, Customer Success – Pharmacy Team

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

📋 Description

• Guide, mentor, and enhance the skills of customer success managers to provide proactive, consultative support for 340B accounts.

• Act as the primary escalation point for designated pharmacy partners, addressing program inquiries, financial reconciliation, and service solutions.

• Implement team practices to oversee data metrics, data feed processes, system configurations, and financial outcomes across assigned accounts.

• Evaluate account performance and direct the team in delivering insights that enhance program results and drive revenue for Verity Solutions.

• Function as a program training authority for customers and team members, devising plans that promote the use and understanding of Verity tools.

• Guide team members through mentorship, feedback, and exposure to intricate customer programs to facilitate career progression.

• Exemplify outstanding customer service, prompt communication, professional business assessments, and consistent performance standards.

• Utilize departmental tools and Salesforce to log account activities, oversee projects, and enhance team visibility.

• Collaborate with internal departments to champion customer and team requirements while enhancing tools, processes, and standards.

• Review timecards, track PTO, assist with performance management, and supervise special projects as assigned.

⛳️ Requirements

• A minimum of 6 years of experience in customer support, technical support, SaaS account management, or other related customer-facing positions.

• At least 2 years of experience managing complex customer accounts or mentoring fellow team members.

• Excellent communication abilities with a talent for leading challenging discussions and achieving realistic solutions.

• Proven capability to analyze complex data issues, troubleshoot challenges, and formulate effective solutions.

• Proficient in Microsoft Office, particularly Excel, including pivot tables, VLOOKUPs, and data analysis functions.

• Capacity to handle changing priorities and urgent customer demands in a dynamic, delivery-oriented environment.

• Proven professionalism, discretion, customer-centric focus, and dedication to the development of team members.

🏝️ Benefits

• Health insurance

• 401(k)

• Company paid life insurance

• Tuition reimbursement

• Minimum of 18 days of paid time off per year

• Paid holidays

• Leaves of absence