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Client Success Manager
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Job Description:

Client Success Manager – Alinea Software Solutions

 

Position Summary

The Client Success Manager (CSM) at The Alinea Group is a vital, client-facing role designed to deliver exceptional service and drive client success. More than just a problem solver, the CSM actively partners with clients, their 340B management teams, and Alinea’s internal team to ensure seamless service delivery. This role combines strategic oversight with hands-on support, providing expert guidance on software-related needs. The CSM’s effectiveness is measured by client satisfaction and retention, directly contributing to Alinea’s success through positive client feedback, program growth, and strong client references.

Roles and Responsibilities

  • Develop strong relationship with client during implementation phase to understand the client’s needs, issues, and other pertinent data required to develop clear success plan(s). 

  • Develop, update, and execute a plan to implement client on software platform in accordance with schedule guidelines.

  • Collaborate with internal support team to promptly identify any service issues and take the lead in resolving and preventing complex service issues. 

  • Provide account management service, including proactively highlighting monthly visibility into key activities and drivers impacting activity levels and driving program profitability. Memorialize all client related interactions (i.e., meeting agenda, minutes, project plans, initiatives, strategic goals, etc.). 

  • Maintain regular communication with client contacts and conduct stewardship meetings to review overall program results and opportunities. 

  • Manage client expectations, service commitments, and anticipate needs. 

  • Build and grow client relationships to solidify consultative service partnership. 

  • Understand client specific data and emerging trends; articulate to client how our solutions and services might further enhance savings in additional areas. 

  • Undertake all other reasonable duties as required by the Alinea executive team. 

  • Provide subject matter expertise and technical expertise to resolve client needs and issues.  

  • Work with external vendors as required to ensure client success. 

  • Enter and prioritize operational IT tickets required for product support and developmental needs to support the client experience as needed. 

  • Leverage Alinea internal project management tools to create and present project management plans to clients. 

  • Partner with Alinea IT, Operations, Pharmacy Support, and broader client success teams to ensure optimal operational success of the client. 

  • Schedule and conduct periodic report-outs to clients

Qualifications and Education Requirements

Minimum Qualifications

  • An intelligent and articulate individual who possesses excellent communication skills and can relate to people at all levels of an organization. 
  • Must be well-organized, detail-oriented, and self-directed with the ability to work in a fast-paced environment. 
  • Strong analytical, technical, and problem-solving skills. 
  • 3+ years of experience in a client-facing position. 
  • Demonstrates persistence and tenacity when advocating for clients with external vendors.
  • Ability to work with multiple clients simultaneously.
  • Experience in preparing and interpreting reports. 
  • Capability to efficiently complete tasks in a fast-paced environment. 
  • Strong experience in data validation, product testing, and project management. 
  • Strong experience with MS Office Suite with intermediate Excel knowledge (advanced preferred).  
  • Excellent organizational and time management skills with the ability to adapt to challenging priorities.  

Preferred Qualifications

  • Experience with 340B operations and regulations.  

  • Experience working with retail and mixed-use (hospitals) pharmacies, drug wholesalers, Group Purchasing Organizations (GPOs), and drug manufacturers.   

  • PMP certification a major plus.  

  • Pharmacy supply chain experience. 

Additional Information

Benefits

  • Health insurance 

  • Healthcare spending account (FSA) 

  • Dental insurance 

  • Vision insurance 

  • Retirement plan (401k) 

  • Paid time off 

Job Type: Full-time

 

Location: REMOTE (work from home) based.

Apply Now!