Client Success Lead

Role Summary

Serve as primary liaison between pharmacy and client accounts, ensuring service delivery meets contractual obligations while identifying opportunities for account expansion and service improvement.

Core Responsibilities

Service Level Management

· Monitor and report on SLA compliance across fulfillment timelines, accuracy rates, and communication metrics

· Track key performance indicators: order turnaround time, fill rates, error rates, client response times

· Escalate potential SLA breaches proactively and coordinate resolution

· Maintain SLA dashboards and provide regular reports to clients and internal stakeholders

Client Relationship Management

· Conduct scheduled touchpoints (weekly/monthly/quarterly based on account tier)

· Serve as single point of contact for operational questions and concerns monitoring slack

· Document client interactions and action items in CRM

· Facilitate quarterly business reviews with key accounts

· Coordinate onboarding for new client locations or service lines

· Escalate any unresolved client issues

Continuous Improvement

· Deploy client satisfaction surveys (quarterly/bi-annually)

· Conduct structured feedback sessions to identify pain points

· Collaborate with operations and pharmacy teams to implement process improvements

· Track and communicate resolution of client-reported issues

· Analyze trends in client feedback to inform service enhancements

Business Development & Growth

· Identify expansion opportunities within existing accounts (new locations, additional compounds, increased volume)

· Present solutions for unmet client needs

· Collaborate with sales team on renewal strategies and upsell opportunities

· Monitor utilization patterns to recommend optimized formulary or service packages

· Track account health scores to prevent churn

Required Qualifications

· 3+ years client/account management experience (healthcare/pharmacy preferred)

· Understanding of pharmaceutical operations, compounding regulations, and fulfillment logistics

· Proficiency with CRM systems and data analysis tools

· Strong communication and relationship-building skills

· Problem-solving orientation with attention to detail

Success Metrics

· SLA compliance rate (target: >95%)

· Client retention rate

· Net Promoter Score (NPS) or satisfaction ratings

· Account growth/expansion revenue

· Issue resolution time