Client Success Manager

For over 20 years, PSG (an EPIC owned company) has been singularly focused on helping our clients navigate the complex and ever-changing challenges of drug management. Through our leading pharmacy intelligence and technologies, we save our clients billions of dollars every year with an unwavering commitment to serving as an advocate and strategic partner to our clients.

PSG’s vision is to be the world’s innovator in drug management solutions, providing clinically appropriate and affordable pharmaceutical care for all.

Artemetrx is PSG’s robust data and analytics platform that drives measurable financial and clinical results. The Client Success Manager serves as the operational owner of assigned client relationships, connecting client priorities with the appropriate PSG resources and ensuring commitments are communicated, coordinated, and completed. Working in collaboration with the lead consultant, the Client Success Manager provides continuity across client communication, account operations, platform utilization, and cross-functional delivery while the consultant leads strategy, clinical recommendations, and consulting engagements.

• Partner with the lead consultant, aligning before communicating material recommendations, commitments, scope changes, or sensitive commercial matters.
• Establish and manage an appropriate client communication and meeting cadence, including agendas, internal preparation, meeting facilitation, notes, collateral, action items, decisions, and follow-up.
• Provide timely, accurate, and proactive status updates on deliverables, support activity, risks, dependencies, delays, and completion so clients do not need to repeatedly request updates.
• Coordinate client needs across Consulting, Product, Data, Clinical, Analytics, Finance, Contracting, and other PSG teams; confirm ownership, next steps, due dates, and closure of commitments.
• Maintain accurate and current Salesforce account and project records, including contacts, milestones, client health, risks, commitments, utilization, contract details, and renewal status.
• Monitor project plans, service-level agreements, performance guarantees, contractual deliverables, platform access, user counts, membership thresholds, and other account obligations; elevate riskspromptly.
• Steward client hours and utilization by confirming appropriate Harvest project setup, reviewing billable status and hours against contractual allocations, and addressing potential overages, under utilization, or misalignment.
• Support invoice accuracy by validating account-level information, active statements of work and orders, applicable rates, membership or user counts, and alignment among services delivered, contract terms, Salesforce, Harvest, and Finance processes.
• Coordinate renewal planning and execution, including timelines, internal alignment, client communication, signatures, approvals, purchase-order needs, effective dates, execution risks, and post-execution operational updates.
• Maintain sufficient awareness of implementations, configurations, data processing, technical issues, product enhancements, support tickets, and data investigations to communicate client impact and coordinate next steps.
• Review platform utilization and client needs to expand adoption and value through tailored training, enablement, best-practice sharing, product education, and appropriate service recommendations.
• Identify client satisfaction, retention, growth, and relationship risks; communicate material feedback to leadership and coordinate corrective actions with the appropriate owners.
• Support business reviews, sales and best-and-final activities, scope development, and client presentations as appropriate while presenting a consistent…