Empower Pharmacy

Compensation

Full Description

Position Summary: The Manager, Customer Success Management plays a key role in building long-term partnerships with clients by ensuring every interaction delivers value, trust, and clarity. Through team leadership, process refinement, and proactive performance analysis, this role drives retention, satisfaction, and meaningful results across Empower’s provider and partner network. As we work to bring affordable, life-changing medications to 300 million people, this leader ensures our clients feel supported, understood, and confident in every step of their journey with Empower. Duties and Responsibilities: • Guides the Account Management Sales team with coaching, call improvement exercises, and monitoring key performance indicators to ensure performance and customer satisfaction. • Develops Standard Operating Procedures, analyzes sales metrics, and reviews pipelines to improve efficiency and resource use. • Leverages Customer Relationship Management software to document activities, ensure data accuracy, and strengthen client relationships. • Collaborates across departments to drive improvements, execute campaigns, and address customer feedback to enhance retention and satisfaction. • Manages team development, hiring, onboarding, and fosters a collaborative, positive work culture. While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Knowledge and Skills: • Demonstrates exceptional leadership, adaptability, strategic thinking, and customer-oriented skills, with the ability to exceed sales goals, build client relationships, and thrive in fast-paced, dynamic environments. • Possesses technical expertise in pharmaceutical products, clinical treatments, healthcare regulations, and Salesforce applications, with proficiency in medical terminology and knowledge of compounding or specialty pharmaceuticals preferred. Key Competencies • Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions. • Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement. • Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. • Resourcefulness: Secures and deploys resources effectively and efficiently. • Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems. • Ensures Accountability: Holds self and others accountable to meet commitments and objectives. • Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations. • Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Values • People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth. • Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce. • Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service. • Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care. Experience and Qualifications: • Minimum 5 years of experience in sales management role, preferably in the healthcare industry. • Bachelor's degree from an accredited college or university in business administration, healthcare administration, or related field required. Benefits: We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/