Client Success Manager

Title: Client Success Manager

Dept: Account Management

Reports To: VP, Client Success

FLSA: Exempt

Location: Remote

Cost Center: $80-90k

Who We Are

Clarest Health (Parent Company of CSS Health) is not your typical pharmacy. We are a closed-door pharmacy that services long-term care/group facilities, ensuring the best quality of care. Our mission is to embrace modern technology and personalized medication data analytics to support both professional care providers and home-based caregivers, advancing a patient’s health at every step on their wellness journey.

Job Summary

Clarest Health has a thriving office in the heart of Buffalo’s Larkin District. We are changing the face of healthcare by providing better care, lowering costs, and helping to save lives -- all with our industry-leading Medication Therapy Management platform. We strive to make Clarest Health a great place to work, with rewarding opportunities in a fast-paced yet inclusive and fun work environment. We embrace diversity, equity, and work-life balance.

The Client Success Manager is responsible for managing and building relationships with Clarest Health’s key accounts. This individual works closely across all Clarest Health departments to facilitate the successful execution of client-specific programs. As a key member of the Client Success team, the Client Success Manager collaborates with Business Development, Clinical Operations, IT Engineering, Product Development, and Contracting personnel to ensure that client expectations are met and/or exceeded. The Client Success Manager works with a diverse client mix, supporting various Medication Management and Quality Improvement programs directly managed by Clarest Health or client-administered with licensing of the Clarest Health software platform. These clients include health plan program sponsors, self-insured employers, academic institutions, long-term care facilities, and individual clinicians.

Individuals must possess strong client relationship-building skills and critical thinking capabilities that align with client satisfaction and Clarest Health corporate goals. The Client Success Manager will constantly explore means for creating solutions that strengthen relationships, develop new revenue, and establish unbreakable partnerships.

Role Responsibilities

• Day-to-day management of client relationships, serving as the Clarest Health lead point of accountability and ensuring responses to all day-to-day client needs (i.e., program development and implementation, reporting, financial).
• Coordinate interdepartmental communications for effective program implementation and updates.
• Collaborate with IT, Product Management, and Project Management to facilitate program implementations.
• Responsible for project ownership and execution of Account Management related corporate projects.
• Analyze opportunities for growth and strategically upsell into current client accounts.
• Follow all Clarest Health policies, including HIPAA, privacy, and security.
• Actively participate in cross-functional projects to support Clarest Health operational, customer service, and sales objectives.
• Adhere to Clarest’s Code of Conduct, follow Clarest Compliance policies and procedures, and report any suspected violations of any federal or state laws to either their direct supervisor, Human Resources, or the Compliance Officer.
• Perform additional responsibilities as assigned to support departmental goals.
  
  

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of this employee for this role.

Required Skills

• Education: Bachelor’s Degree required.
• Experience: Minimum of 4 years’ experience in program management, account management, and/or client-based project management. Direct experience working in the healthcare/medication management industry or with a SAAS company is preferred.
• Client Support: Proven track record of successfully implementing and supporting client-vendor relationships.
• Customer Service: Previous experience in client-facing roles, with a preference for those with a pharmacy background.
• Payer Experience: Experience with government programs preferred.
• Analytics: Strong analytical skills and ability to strategically analyze opportunities for growth.
• Technology: Tech-savvy, with advanced knowledge of Microsoft Office programs (Excel, PowerPoint, Word, etc.).
• Communication: Excellent presentation, verbal, and written communication skills, with the ability to communicate effectively across diverse teams and clients.
• Multitasking: Ability to multitask, set priorities, track project status, and meet strict deadlines.
• Attention to detail: Extreme attention to detail with the ability to be flexible and change directions easily.
  
  

Competencies

• Strong client relationship-building skills and critical thinking capabilities.
• Ability to work as a team member, promote attention to detail, and exercise good communication skills to deliver results on the customer’s behalf.
• Experience in healthcare, with health plans preferred but not required.
• Ability to operate office equipment such as voicemail messaging systems, email, and use various software applications to support Clarest Health’s MTM operational processes.
  
  

Work Environment: This position provides the opportunity to work remotely, but there will be days and times that in-person office meetings are required.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands, reach with hands and arms, and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type/Expected Hours: This is a full-time position, which is traditionally 40 hours a week.

Travel (if Yes, Percentage Of Travel Time Required)

On occasion, you may be required to attend out-of-town client meetings at the discretion of your supervisor. Participation in on-site quarterly business reviews (QBRs) and/or annual meetings will be necessary as needed.

Clarest is an Equal Opportunity Employer. Reasonable accommodations will be made to enable individuals with disabilities to apply for a job or to perform the essential functions of their job. Please advise us if you require a reasonable accommodation.