Customer Success Manager at PHARMALOGIC HOLDINGS

Job Title: Customer Success Manager

FLSA Status: Exempt

Position Type: Full-Time

Pay Type: Salaried

Pay Rate: $

Reports To:.

Job Overview:

As the Customer Success Manager, you will report to the Director Sales Support and be the primary point of contact between Sales, Accounting and Sponsors. You will be cross trained to handle the onboarding process, inbound inquiries, billing, and order management for our customers and act as a resource for the Field Sales and internal teams. "The CSM supports implementation and optimization projects while engaging with key personnel to promote a positive experience and drive customer success.

Our nationwide network of full-service nuclear pharmacies specializes in the manufacturing, compounding, and delivery of radiopharmaceuticals, which allows service to regional health systems, as well as standalone clinics and hospitals. The Customer Success Manager will be tasked with maintaining PharmaLogic’s proven track record of excellence across SPECT & PET product portfolios to all relevant customer types. Work within the sales team to drive increased business.

Job Responsibilities and Duties:

• Onboarding and Implementation: Guiding new customers through the process of adopting the product or service and ensuring they are set up for success.
• Customer Engagement: Establishing and maintaining strong relationships with customers, proactively checking in to understand their needs and address any concerns.
• Value Delivery: Helping customers understand how the product or service can meet their specific goals and objectives and maximize its value for them.
• Customer Retention: Identifying and addressing issues that might lead to churn, proactively addressing concerns, and building strong customer relationships to promote loyalty.
• Product Adoption and Usage: Monitoring customer activity, identifying areas where they can improve their usage, and providing training or support as needed.
• Relationship Building: Fostering trust and open communication with customers, building a strong network of advocates and stakeholders.
• Business Partner: Acting as a trusted advisor to customers and PharmaLogic U.S. Sales Force, providing insights and guidance to help them achieve their business objectives.
• Up-selling and Cross-selling: Identifying opportunities to expand the customer's usage of the product or service and increase their overall value.
• Internal Advocacy: Representing the customer's voice internally, providing feedback to product development, sales, and other teams.
• Ensure activities comply with all laws, regulations and PharmaLogic compliance policies.
• Adapt and perform other duties as assigned through evolution of job responsibilities.

Job Requirements │ Skills │ Education:

• Bachelor’s degree or equivalent experience required, MBA or advanced degree is desirable.

• A minimum of 5 years of related experience in: medical sales, healthcare, technical, or life sciences field. Radiopharmaceutical industry is preferred.

• Vast knowledge of the healthcare industry – business acumen with sales, marketing, and related reporting requirements
• Excellent organizational skills, strong ability to manage multiple priorities effectively, and attention to detail
• Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences
• Excellent problem-solving skills during stressful situations
• Ability to manage hard conversations
• Proficient in using various tools to manage customer relationships and ensure business continuity
• Demonstrated ability to work independently and lead initiatives

Physical and Intellectual Requirements:

Manual dexterity for manipulating small items; regularly lift at least 50 pounds throughout each shift and to be able to lift 75 pounds on occasion. Able to handle standing, walking and sitting for 4+ hours with limited rest intervals; good eye-hand coordination; fair eyesight (with or without correction lenses); normal hearing in at least one ear (hearing range of 20 Hz to 20 kHz); ability to analyze situations, set priorities and meet deadlines while maintaining attention to detail in a fast-paced and dynamic environment; effective organizational skills; a commitment to continuous learning; an ability to work well both independently and as part of a team.