Customer Experience Manager - Remote

Overview

The Customer Experience Manager will work with the VP of Customer Experience to serve as one of the primary business contacts for the organization related to Medvantx Pharmacy Services for pharmaceutical manufacturers. This position must provide excellent customer service to accounts along with a strong understanding of patient services and mail order pharmacy.

In Short

• Coordinate with all levels to maintain, evolve and enhance current and new programs.
• Project manage the implementation of all assigned and new incoming clients.
• Lead the writing and maintenance of programs’ SOWs, PRDs, CWIs.
• Responsible for all assigned client communications and conflict resolution.
• Facilitate client and internal meetings to build a cohesive relationship.
• Assess client needs for best resolution within operational parameters.
• Ensure client issues are dealt with efficiently.
• Liaise between clients, technology and third-party partners.
• Filter, approve and coordinate change requests.
• Understand the company’s capabilities to effectively communicate offerings.

Requirements

• Excellent Customer Service skills.
• Proficient at project management and multitasking.
• Exceptional solutioning skills.
• Strong written and oral communication skills.
• Ability to work well in a team environment.
• Adept at working within a dynamic, high-intensity environment.
• Ability to plan and execute responsibilities with minimal direction.
• Bachelor's Degree.
• 5+ years’ experience in this or related space.
• Account and/or operational management experience.

Benefits

• Remote work flexibility.
• Opportunity for professional growth.
• Collaborative team environment.
• Engagement with leadership on client accounts.
• Exposure to pharmaceutical services.
• Development of client relationships.
• Involvement in project management.
• Access to training and reference tools.
• Support from quality and finance departments.
• Potential for travel during non-lockdown periods.