Position Summary:
Responsible for owning the ongoing account relationship and regular communications with a group of Verity Solutions accounts. Educates, guides and set appropriate expectations with customers on maximizing Verity Solutions products for cost savings and compliance with 340B program guidelines.
Key Responsibilities:
- Educate and train customers on platform interaction specifics and new features/functions of all Verity products.
- Use primary client management toolset (Salesforce) to manage and document all client interactions and projects as assigned.
- Consistently apply the client business review standards and expectations for consistent communication with assigned accounts, including frequency of scheduled contact and topics for review.
- Proactively report on findings for data anomalies to the appropriate team members and advise on next steps for resolution when possible.
- Develop ongoing account relationships and serve as the key contact with assigned customers to understand their 340B program, compliance obligations, concerns and other pertinent data to develop clear service solutions.
- Respond timely and completely to customer cases as assigned, ensuring our service level standards are achieved.
- Attend to other initiatives and goals as assigned
- 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 on-call support expectations
- Establish routines to review and analyze key savings metrics and account elements to maintain compliance and visibility to account performance including, but not limited to multipliers, ignores, unknowns, and savings reports.
Required Education & Experience:
- Experience in a hospital or pharmacy environment a major plus.
- Strong experience and comfort level with MS office products, especially Excel.
- Experience using a CRM toolset, preferably SalesForce.com
- Passion for working with customers, proactive problem-solving, and embodying a culture to exceed expectations.
- BA or BS in Business or related field or equivalent work experience.
- Ability to be a self-starter, including strong multi-tasking capability, track record of managing multiple client accounts with shifting priorities and details in a fast-paced environment.
- Strong written business communication skills, including proven ability to deal with competing goals, ability to lead difficult conversations, and the ability to achieve compromise outcomes.
- Ability to professionally and calmly communicate in both written and verbal forms with all levels of customer staff and management.
- Experience working in a goal oriented, delivery focused, and dynamic environment.
- Aptitude to analyze data issues and troubleshoot problems with customer data.
- 3+ years in a customer support, technical support or SaaS account management position.