Customer Experience Manager

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Full Time US

7 days ago Requisition

The Customer Experience Manger serves as a strategic and operational partner for company pharmaceutical clients, ensuring the successful delivery, optimization, and growth of Medvantx patient and pharmacy service programs. This role manages day-to-day account operations and program execution with strategic planning, performance improvement, and business growth initiatives. The Manager serves as a trusted advisor to clients and internal stakeholders, leveraging expertise in patient services, pharmacy operations, and customer experience to drive program success, enhance client satisfaction, and deliver measurable business outcomes.

The role leads cross-functional collaboration across Operations, Technology, Quality, Finance, and Commercial teams to ensure programs meet client objectives, operational requirements, compliance standards, and financial goals.

Key Responsibilities

• Serve as the primary relationship manager for assigned client accounts, building strong partnerships and ensuring high levels of customer satisfaction, retention, and program performance.
• Manage day-to-day client operations while proactively identifying strategic opportunities to optimize programs, improve outcomes, and expand services.
• Lead client implementations, program launches, enhancements, and operational changes from planning through execution and transition to ongoing support.
• Coordinate cross-functional teams to ensure successful delivery of client commitments, operational objectives, and service-level expectations.
• Develop, maintain, and improve customer KPIs, service metrics, dashboards, and reporting to monitor program performance and support informed decision-making.
• Analyze complex data sets, identify trends, and translate insights into actionable recommendations that improve client outcomes and operational efficiency.
• Lead executive business reviews, presenting program performance, key metrics, industry insights, and strategic recommendations to clients and senior leadership.
• Serve as a trusted advisor to clients and internal stakeholders, providing consultative guidance on program performance, operational capabilities, and business opportunities.
• Manage client escalations, resolve operational challenges, and drive issue resolution through effective root-cause analysis and cross-functional collaboration.
• Oversee project and operational documentation, including business requirements, client work instructions, process maps, training materials, and change management activities.
• Partner with Finance and Commercial teams to support proposals, Statements of Work (SOWs), pricing updates, contract amendments, and account growth opportunities.
• Collaborate with Operations, Quality, Technology, and Compliance teams to ensure services are delivered efficiently, compliantly, and profitably.
• Act as the liaison between clients, internal teams, and third-party partners to align business requirements, operational capabilities, and program objectives.
• Identify and implement continuous improvement initiatives that enhance customer experience, streamline operations, and support organizational growth.
• Provide leadership with regular updates on account performance, implementation progress, risks, opportunities, and key business metrics.

Skills & Qualification

• Bachelor's degree required
• 5+ years experience in pharmaceutical manufacturing, specialty pharmacy, mail-order pharmacy, pharmaceutical distribution, healthcare supply chain, healthcare logistics and customer operations, medical device account management, or patient support services preferred.
• Proven experience managing strategic customer relationships and driving customer satisfaction, retention, and operational performance.
• Exceptional analytical and critical thinking skills with a demonstrated ability to solve complex operational and customer challenges and implement sustainable solutions.
• Proven ability to serve as a trusted advisor to key customers and internal stakeholders.
• Experience managing escalations, resolving issues, and balancing customer needs with business objectives.
• Understanding of healthcare regulations, patient experience considerations, and industry-specific performance measures is a plus.
• Strong cross-functional collaboration skills with the ability to work effectively across operations, commercial, quality, supply chain, and customer teams.
• Ability to lead through influence, drive accountability, and manage competing priorities.
• Experience presenting business reviews and recommendations to senior leadership.
• Experience building and managing executive-level client relationships in pharmaceutical patient services, pharmacy service operations, or related healthcare environments, with the ability to support successful program execution and client outcomes.
• Skilled with MS Office…