Responsible for owning pre- and post-implementation customer relationships and overseeing regular, daily communications with Verity Solutions customers. Manage and guide the contract pharmacy operations team to streamline the customer on-boarding process, timely and complete resolution of customer issues, and proactive customer outreach where appropriate to ensure customer satisfaction and retention. Oversee team standards by educating, guiding and setting appropriate expectations with external customers to maximize the benefit of Verity Solutions products for cost savings and compliance with program guidelines.
Duties and Responsibilities:
Oversee all contract pharmacy implementation and operational support activities with the goal of setting and exceeding customer expectations.
Develop team performance KPIs to monitor overall team performance, as well as individual team member performance.
Provide first-class support and operational guidance for new and existing Verity customers.
Serve as the escalation point for customer issues, contractual agreement review, compliance concerns and other pertinent data to develop clear service solutions.
Develop support and operations team members, with a focus on servicing customers in a professional consulting demeanor.
Partner with sales to support new and on-going relationships for Verity customers.
Work closely with product management to identify customer-impacting issues as they relate to our software, including the identification of new product feature ideas.
Partner with the Accounting team to ensure that all billable transactions are properly captured in the downstream accounting system for customer billing.
Orchestrate and manage operational support for customer migrations to our new software platform. This includes preparing customers for the move, and ensuring that training is conducted for our distinct user types.
Oversee the creation of project plans and processes tied to new account onboarding and training.Monitor progress, communications and documentation within SalesForce.com.
Create standards for the ongoing education and training of Veritycustomers on Verity Solutions product features and reporting tools.Train and mentor team members on serving customers with educational tips and tricks attaining the highest program performance for Verity customers.
Create, monitor, and enforce team SLAs for quick response times on issues.
Consistently review downline strategic or critical accounts to ensure a standard for Verity Solutions benchmarking of account performance and 340B savings.Analyze and review reports across multiple accounts and customer locations. Execute on findings to ensure data reliability and consistency.
Develop, document and maintain a customer retention process which includes: regular contact with hospitals and pharmacies to ensure customer satisfaction, understanding of reporting and processes, follow-up on escalated issues reported and ultimate resolutions, etc.
Ensure Verity team members are up to date on current best practices of Verity’s systems, as well as, fully trained in all aspects of the 340B program.
Regularly contact assigned large accounts and pharmacies to ensure customer requirements are being met, understanding of reporting and processes and general market feedback.
Document and regularly update reporting standards, common issue resolution, steps for data extraction and analysis, reporting standards, etc.
Translate the daily outputs into trends, financial summaries and statistics for senior management and other product stakeholders.Regularly create, customize and manage report requests utilizing various data sources.
Manage, coach, develop, mentor and regularly assess and review performance metrics for a team of direct reports composed of support, implementation, and individual contributor roles.
Support and promote the Verity Solutions performance standards and values through positive interactions with both internal and external stakeholders on a regular basis
Support occasional after-hours/weekend support escalations as needed.
Attend to other corporate initiatives and goals as assigned
Experience, Skills and Qualifications:
BA or BS in Business or related field or equivalent work experience.
8+ years in a customer support, technical support or account management position. 4+ years in direct management of entry level to mid-level support or account management roles.
Experience operating within the 340B market space a major plus.
Experience in a hospital or pharmacy environment a major plus.
Successful team management and team building experience required.
Proven ability to analyze data issues and troubleshoot problems with customer data.
Strong experience and comfort level with MS office products, especially excel.
Proven experience with a CRM (SalesForce.com or similar).
Proven experience and comfort navigating and using web based software technology solutions.
Ability to professionally and calmly communicate in both written and verbal forms with all levels of customer staff and management.
Be able to multi-task, prioritize tasks and monitor details working in a fast paced environment.
Passion for being helpful, customer focused and doing a deep dive into troubleshooting
Excitement for regularly coaching and guiding customers in a professional environment both remotely and in person
Experience working in a goal oriented, delivery focused, and dynamic environment.
The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Occasional corporate travel (up to 25%)
About Verity Solutions
Verity Solutions products simplify the complex process of maintaining 100% 340B program compliance and results in critical cost savings.