Client Success Manager
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Job Description
Client Success Manager owning client operations for EPIC Brokers’ pharmacy intelligence and drug-management services. Coordinating teams, renewals, utilization, reporting, and platform adoption.
Responsibilities:
- Serve as the operational owner of assigned client relationships
- Connect client priorities with appropriate PSG resources and ensure commitments are communicated, coordinated, and completed
- Collaborate with the lead consultant across client communication, account operations, platform utilization, and cross-functional delivery
- Establish and manage client communication and meeting cadence, including agendas, preparation, facilitation, notes, collateral, action items, decisions, and follow-up
- Provide proactive status updates on deliverables, support activity, risks, dependencies, delays, and completion
- Coordinate client needs across Consulting, Product, Data, Clinical, Analytics, Finance, Contracting, and other PSG teams
- Maintain 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 account obligations; escalate risks
- Steward client hours and utilization through Harvest project setup and review of billable status and hours against contractual allocations
- Support invoice accuracy by validating account information, statements of work, orders, rates, membership or user counts, and alignment across systems and Finance processes
- Coordinate renewal planning and execution, including timelines, communication, signatures, approvals, purchase orders, effective dates, risks, and operational updates
- Coordinate communication and next steps regarding implementations, configurations, data processing, technical issues, product enhancements, support tickets, and data investigations
- Expand platform adoption and client value through training, enablement, best-practice sharing, product education, and service recommendations
- Identify satisfaction, retention, growth, and relationship risks; communicate feedback to leadership and coordinate corrective actions
- Support business reviews, sales and best-and-final activities, scope development, and client presentations
- Travel to client sites as needed and perform other assigned duties
Requirements:
- Bachelor’s degree in business administration, healthcare, analytics, or a related field, or an equivalent combination of education and relevant experience
- Three or more years of experience in PBM, health plan, healthcare consulting, client management, customer success, or business-to-business technology services
- Demonstrated ability to manage client relationships, competing priorities, action items, risks, and deliverables with strong attention to follow-through
- Strong written, verbal, presentation, meeting facilitation, and executive communication skills
- Ability to interpret contracts, reports, utilization measures, service metrics, financial information, and client trends and translate them into clear actions
- Proficiency with Microsoft Excel, Outlook, Word, PowerPoint, and client or project management systems
- Experience with Salesforce, Harvest, ticketing systems, or similar platforms is preferred
- Ability to collaborate effectively across consulting, clinical, product, data, analytics, finance, contracting, and technical teams without direct authority over each workstream
- Working knowledge of pharmacy benefits, healthcare data and analytics, or SaaS platform operations is preferred
- Ability to travel up to 25% as needed
- Must reside in the United States
Benefits:
- Managed PTO (salaried) or 22 days (hourly)
- 12 paid holidays + 4 early-close days
- Paid parental leave
- Pregnancy disability & bonding leave
- Organ donor leave
- $1,500 employee referral bonus
- Mentorship program
- Tuition reimbursement
- Leadership development
- Pet insurance
- Identity & fraud protection
- Legal planning
- Family planning & midlife support
- 401(k) with company match and immediate vesting
- Medical, dental, vision
- Employee assistance programs
- Collaborative 50/50 producer-service model
- Employee Resource Groups
- Charitable initiatives through EPIC Gives Back
- Eligibility for bonuses
- 100% remote work
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