Job Summary
The VP/SVP Client Success at PharmaForce is a strategic leader responsible for transforming client interactions and enhancing the customer experience. This role will oversee the development and execution of client success plans, driving process improvements and ensuring meaningful engagement with clients. The ideal candidate will have a passion for building relationships, coaching teams, and fostering a culture of accountability and excellence without direct sales responsibility.
Key Responsibilities:
Strategic Leadership and Vision:
- Develop and implement a customer-centric success strategy that aligns with PharmaForce's objectives and enhances client satisfaction, retention, and growth.
- Collaborate with sales, implementation, product, and operations teams to ensure a seamless and exceptional customer experience throughout the client lifecycle.
- Lead the evolution of the customer success function, establishing a framework for client success plans and setting clear KPIs and benchmarks for success.
- Focus on improving internal structures and frameworks to elevate the team to be strategic partners with clients.
Customer Relationship Management:
- Build and nurture strong relationships with clients, ensuring outstanding satisfaction and loyalty through proactive engagement and tailored strategies.
- Facilitate HealthCheck meetings with clients, providing a snapshot of performance metrics and highlighting areas for improvement and opportunities for growth.
- Actively advocate for clients, keeping them informed about new features, webinars, and events that can enhance their experience with PharmaForce.
- Ensure client business plans are developed, monitored, and aligned with client objectives and success measures.
Team Growth and Development:
- Recruit, train, and mentor a high-performing customer success team, fostering a collaborative and customer-focused culture.
- Provide continuous coaching and feedback to team members, ensuring alignment with customer success objectives and company values.
- Implement a comprehensive training and development program to enhance team capabilities and support ongoing professional growth.
Operational Excellence:
- Establish and monitor key performance indicators (KPIs) to drive continuous improvement in customer success processes and tools.
- Ensure operational excellence in every client interaction, from meetings and presentations to follow-ups and communication.
- Evaluate and optimize the use of CRM tools like Salesforce to manage customer accounts and track performance effectively.
Process Improvement and Innovation:
- Identify opportunities for process improvement and work with cross-functional teams to implement changes that enhance efficiency and effectiveness.
- Champion the voice of the customer (VOC) within the organization, using feedback to drive improvements in products, services, and client interactions.
- Stay informed about industry trends and emerging technologies to anticipate future customer needs and maintain a competitive edge.
Required Skills/Abilities:
- Strong leadership and strategic thinking skills, with the ability to inspire and motivate teams.
- Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
- Proven track record in customer success, client relations, or a related field, preferably within the healthcare or pharmacy industry.
- Demonstrated success in navigating complicated multifunctional teams and client relationships.
- Proven experience in managing a client portfolio with an annual value exceeding $50 million, demonstrating a track record of strategic growth and value creation.
- Strong problem-solving skills and the ability to handle complex issues with diplomacy and tact.
- Experience with CRM tools (Salesforce preferred) and customer success software.
Education and Experience:
- A minimum of 10 years of experience in customer success or client relations, with at least 5 years in a leadership role.
- Experience with 340B programs and knowledge of the pharmacy industry is strongly preferred.
- Preference given to those who have served in a VP or higher role within an enterprise-level organization.
Work Environment:
This role requires a dynamic and adaptive individual comfortable working in a fast-paced, transformative environment. Occasional travel may be required to engage with clients and support team development.