Client Success Lead
Job in
Fairfield, Butler County, Ohio, 45014, USA
Listed on 2026-09-13
Listing for:
GoGoMeds Select
Full Time
position Listed on 2026-09-13
Job specializations:
-
Business
Client Relationship Management, Customer Success Management, Business Development
Job Description & How to Apply Below
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- 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
- 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
- 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
- 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
- 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
- SLA compliance rate (target: >95%)
- Net Promoter Score (NPS) or satisfaction ratings
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