What are the responsibilities and job description for the Pharmacy Support Account Manager position at Liberty Software?
Please note: This position does not involve sales or cold calling; this is a customer technical support role.
This is an in-person position working out of our Grapevine, TX office.
Liberty Software takes great pride in being set apart for its client relations and support and is looking to expand our support team by adding a new Account Manager who strives for stellar customer service and continuous improvement in every interaction.
Account Managers become subject matter experts of Liberty's software products and must be able to cater to a broad range of pharmacy's needs. Account Managers receive inbound phone calls, emails, chats, and escalated tickets from their accounts. Account Managers focus on software support while acting as the dedicated point-of-contact for their assigned pharmacy clients. It is their responsibility to ensure open tickets are addressed and updates are communicated back to the pharmacy in a timely and professional manner. By providing superior customer service and getting to know the unique needs of assigned accounts, Account Managers are able to build and maintain strong relationships with their clients. Account Managers should be able to troubleshoot and prioritize incoming inbound software support tickets and follow appropriate escalation paths.
Job responsibilities include (but are not necessarily limited to):
- Build and maintain strong, long-lasting customer relationships with all members of assigned accounts, including pharmacy owners, pharmacists, technicians, and clerks
- Provide guidance and aid to configure software and computer settings to customize software to best meet each client’s unique needs
- Ensure the timely and successful delivery of solutions to clients’ unique needs, working with internal departments to ensure project resolutions
- Communicate clearly with clients over the phone or by email about status of purchases, trouble tickets, and various requests
- Assist with high severity requests or issue escalations as needed
- Become an expert on Liberty’s software suite to guide clients in best practices for their specific needs
- Provide onsite and web-based training of Liberty’s pharmacy software as needed
- Provide on-call assistance when assigned
Position Qualifications:
- At least two years of relevant experience required, such as experience with customer service, retail pharmacy, computer technician, call center, or similar
- Pharmacy Technician certification and retail pharmacy knowledge a plus
- Bachelor's degree in business, communications, computer science, or other related field a plus
- Professional and friendly demeanor is a must
- Demonstrated ability to communicate by phone, ticketing system, and email internally and to members at all levels of client organizations, including pharmacy owners, pharmacists, technicians, and clerks
- Proven ability to shift between multiple tasks and manage competing needs
- Strong attention to detail
- Excellent listening, documentation, and critical thinking skills
Why work at Liberty Software? Our benefits start Day 1 and include...
- 100% paid medical and life Insurance for team members, with option to add dental and vision insurance coverage at no cost
- Option to enroll immediate family members available with Liberty contributing 50% of monthly premium
- Fully vested 401K matching on a pre- or post-tax basis
- Liberty-paid HSA contributions every paycheck
- Generous PTO plan and paid holidays
- Annual tuition reimbursement program and professional certification courses available
- Adoption expense reimbursement program
- Dependent Care FSA availability providing tax savings for qualifying child care expenses
- Counseling resources (including mental health, financial planning, etc.) freely available to all team members and dependents through Optum EAP
- Fully-stocked breakroom
...and much more! Learn more about Liberty Software at www.libertysoftware.com!