Client Success Manager
- Compensation
- Not disclosed
- Location
- Remote US Based
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 20+ years
- Category
- Customer success
- Posted
Skills
Must have
- 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.
Full description
Come Join Our Team
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.
The Opportunity
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.
Primary Responsibilities
- 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; escalate risks promptly.
- Steward client hours and utilization by confirming appropriate Harvest project setup, reviewing billable status and hours against contractual allocations, and addressing potential overages, underutilization, 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.