Customer Success Implementation Manager

Role Summary

The Customer Success Implementation Manager is an individual contributor in the Client Services / Support organization responsible for building strong relationships with an assigned portfolio of key and/or strategic TherigySTM clients. This role serves as a trainer and advocate for all Therigy clients, helping them maximize the value of their TherigySTM solution through careful relationship building based on accountability and trust.

 

Customer Success Implementation Managers (CSIM) are responsible for proactively ensuring that services are implemented, and system users are trained at a level that meets or exceeds customer expectations. The CSIM will build initial relationship with a defined portfolio of clients and make strategic recommendations and action plans to implement TherigySTM clinical and operational Best Practices for new implementations. The CSIM will also coordinate with other departments in order to ensure overall client satisfaction with the TherigySTM and product offering. 

 

Role Priorities

  • Provide training and guidance to customers in support of solutions for their individual pharmacy
  • Collaborate with stakeholders within the specialty pharmacy to build the initial relationship for long-term success
  • Identify Therigy professional services / Specialty Pharmacy consulting opportunities and drive the sales process for these offerings
  • Utilize your specialty pharmacy or healthcare specialty pharmacy experience to match Therigy technologies and services to identify improvement opportunities with our client’s
  • Analyze our pharmacy client’s business needs, priorities, & operational capabilities to establish appropriate onboarding steps and level of needed support 
  • Provide expert configuration or customization of the system as part of onboarding support or paid professional services to improve client efficiency and operations
  • Ensure customer satisfaction through follow-up, client responsiveness, and thorough communications
  • Actively and accurately manage and document client expectations
  • Develop reusable training tools for the clients to support new employee onboarding

 

Responsibilities

  • Constantly identify and introduce new practices to efficiently support and educate the client on how to better utilize Therigy’s proprietary software for patient clinical management.
  • Provide training and guidance to clinical users in support of solutions for their individual pharmacy operational needs
  • Collaborate with other departments as needed to insure implementation timelines and quality deliverables are met
  • Serve as the primary point person for client throughout their software implementation through all associated training until account is handed off to a Customer Success Manager. 
  • Effectively communicate implementation status and client business needs to Directory Customer Success, Sales and Customer Success Managers throughout implementation process so that all parties remain informed
  • Ensure that both the client and Therigy are in compliance with contractual obligations
  • Responsible for client satisfaction during implementation process
  • Responsible for quality of implementations and adhering to defined turn-around times for implementations as measured by client feedback via end of implementation surveys
  • Keep track of and distribute implementation data in either Salesforce or via JIRA tickets to track weekly volume and activity
  • Help drive continuous improvement of TherigySTM and processes through careful consideration and effective communication of client feedback.
  • Collaborate closely with Sales, Customer Success Managers, Product Management, Support and Marketing to continually improve customer experience, expand business, and improve operations
  • Set and manage customer expectations of the product capabilities and future enhancements as outlined within the technical and clinical roadmaps
  • Escalate when appropriate to drive client retention and adoption of TherigySTM
  • Willing to travel to client site (33% travel), usually 2-3 days at time. 

Essential Skills and Experience

 

    • Must have experience in either an independent or health system specialty pharmacy with aptitude for acquiring strong industry knowledge
    • Bachelor’s Degree in preferred. Education requirements may be satisfied with commensurate experience.
    • Relevant experience in pharmacy dispensing system, EMR/HER preferred
    • Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
    • Ability to work under pressure, organize and prioritize responsibilities
    • Ability to quickly grasp complex technical and business concepts and express them in clear language
    • Self-motivated with the ability to work independently as well as part of a team
    • Able to organize and lead effective meetings, internally and with clients; able to organize issues and problems so next actions and current status are easy to understand.
    • Strong collaboration skills; able to work effectively with other functional areas (Sales, Product Management, etc.) toward a common goal.
    • Strong sense of initiative and accountability.
    • Excellent professional verbal and written communication skills.
    • Must display initiative and resourcefulness in solving problems and following issues through to completion
    • Must display analytical and critical thinking skills and have ability to show good judgment when handling various situations
    • Must be well organized, detail-oriented and possess excellent verbal and written communication skills
    • Must possesses ability to work in a team environment where collaborative effort is a necessity for team’s success
    • Ability to work with high-level customer contacts via telephone and face-to-face and convey confidence and professionalism
    • Excellent professional verbal and written communication skills.

 

Therigy Benefits

  • 100% fully paid health and dental insurance for the employee
  • Optional dependent coverage available
  • Optional vision coverage available
  • Company-paid Life Insurance Policy
  • Company-paid short term and long-term Disability coverage
  • Simple IRA Retirement Savings Plan with match
  • Company-contributed HRA and HSA plans
  • 22 days Paid Time Off (PTO)
  • 7 company-recognized paid holidays
  • ADA: The position requires being seated in front of a computer and utilizing a keyboard in excess of eight hours per day. May require lifting in excess of ten pounds
  • Therigy is an Equal Opportunity Employer

 

DWFP / Background Checks Required

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