Senior Customer Success Manager

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Job description

Employment Duration: Full time
Department: Corporate Office Orlando

Senior Customer Success Manager
Therigy / CPS®
Orlando, FL Office

As a Senior Customer Success Manager you will be an individual contributor in the Client Services / Support organization responsible for building strong relationships with an assigned portfolio of key and/or strategic TherigySTM clients. This role serves as advocate for all Therigy clients, with a focus on Health System Specialty Pharmacy clients. The purpose of this role is to help clients maximize the value of their TherigySTM software solution through proactive account management and strong client relationships based on accountability and trust.

Primary Responsibilities:

• Responsible for managing specialty accounts within health systems that have a more advanced and/or complex operations model. You must be able to bring your experience in specialty pharmacy to recognize opportunities to enhance our client's operational efficiency and provide guidance on best practices.
• Identify executive sponsors and key stakeholders within our client accounts in addition to operational points of contact to retain and build relationships with for long-term success.
• Ensure customer satisfaction through proactive responsiveness to client needs and professional communications as validated by customer satisfaction surveys.
• Establish client risk management criteria and develop custom analytical reports.

About Therigy: Therigy is the trusted source for innovative, best-in-class software and expert consulting services to the specialty pharmaceutical market. Clients leverage Therigy's solutions, data, and insights to achieve clinical and economic success by aligning strategy, technology, and people.

We are a knowledge company. It is our firm belief that great people, working with a shared vision, make a great company. All of us together are more powerful than any one of us alone. Decisions are made best by those who are closest to the customer; answers are best determined by those closest to the problem. For an organization to be successful, everyone must execute, and everyone is responsible to deliver results.

Required Qualifications:

• Bachelor's degree in Business, Health Science or related clinical discipline. Education requirements may be satisfied with equivalent specialty pharmacy experience.
• 5+ years of experience either as an operational user of patient therapy management software within a specialty pharmacy, preferably health system specialty pharmacy, or as an account manager of a software platform used within a specialty pharmacy such a dispensing or EHR system.
• Project management experience preferred. Certification is not required. Able to organize and lead effective meetings, internally and with clients; able to organize and document issues and actions in an easy-to-understand manner
• Exceptional verbal and written communication skills.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Ability to quickly grasp complex technical and business concepts and express them in clear language.
• Exceptional organization skills with the ability to quickly pivot attention across various client needs.
• Working knowledge of data analytics/reporting needs of a specialty pharmacy (pharma/payor reporting).
• Strong collaboration skills; able to work effectively with other functional areas.
• Ability and willingness to travel up to 25% of the time as needed.

CPS Requirements: All employment offers are contingent upon successfully passing a background check, drug test and signed onboarding documents. Additionally, you may be required to provide medical records or have additional medical examinations/background checks that are a specific requirement of the location or position in which you are hired. Due to the healthcare requirements of the location where you will work and the clients we support, this may include a COVID vaccine. This applies to internal transfers and status changes for internal CPS® team members. CPS® is also committed to a safe and drug free workplace. The use of marijuana for medical purposes accompanied by a prescription, even if permitted by state law, will not be considered acceptable for purposes of explaining a positive lab test result for marijuana.

Benefits: All employees enjoy a competitive salary, eligibility to participate in the 401(k) savings plan with a match. Full Time employees are also eligible for a comprehensive benefits package, including Medical, Dental and Vision Insurance, Time Off Plan, Company Paid Short- and Long-Term Disability, Basic and Supplemental Life Insurance, Medical Flex and Dependent Care Accounts and more.

About CPS: Founded nearly 50 years ago and employing over 2,500 clinical, regulatory, and operational pharmacy professionals, CPS Solutions, LLC, is one of the nation's largest providers of pharmacy services to more than 800 hospitals and healthcare facilities nationwide. CPS® helps clients tackle a variety of complex issues, such as operational efficiency, rising drug costs, regulatory & compliance, 340B, and specialty pharmacy strategy. CPS® helps healthcare leaders drive best in class pharmacy operations through skill, expertise and proprietary technologies. For more information, visit

We are an Equal Opportunity Employer and do not discriminate against any qualified employee or applicant for employment because of race, color, sex, age, national origin, ancestry, religious creed, sexual orientation, gender identity and/or expression, status as a veteran, mental or physical disability or any other federal, state or local protected class .

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