Customer Experience Manager

Overview

The Customer Experience Manager acts as both a strategic partner and operational lead for pharmaceutical clients of Medvantx, ensuring effective delivery, enhancement, and expansion of patient and pharmacy service programs. This pivotal role involves managing daily account activities while also driving strategic initiatives aimed at improving outcomes and fostering business growth. The role bridges collaboration among various departments including Operations, Technology, Quality, Finance, and Commercial teams to ensure programs meet client goals, comply with regulations, and satisfy financial objectives.

Key Responsibilities

• Maintain primary client relationships for assigned accounts, cultivating partnerships that promote customer satisfaction, retention, and strong program performance.
• Oversee daily client operations and proactively seek strategic enhancements to optimize service delivery and broaden service offerings.
• Lead client implementations, program rollouts, updates, and operational adjustments from inception through to ongoing management.
• Coordinate cross-functional teams to consistently meet client agreements, operational targets, and service expectations.
• Establish and enhance customer KPIs, dashboards, and reporting systems to track program performance and enable data-driven decisions.
• Interpret complex data trends and translate findings into practical recommendations to boost client success and operational effectiveness.
• Conduct executive-level business reviews presenting performance metrics, market insights, and strategic advice to clients and senior leadership.
• Act as a trusted consultant to clients and internal departments, supporting program improvements and uncovering new business opportunities.
• Manage client escalations effectively by analyzing root causes and collaborating across teams to resolve issues.
• Maintain comprehensive project documentation, including requirements, workflows, training content, and change initiatives.
• Partner with Finance and Commercial teams on proposal development, contract updates, and growth initiatives.
• Collaborate with Operational, Quality, Technology, and Compliance departments to ensure efficient, compliant, and profitable service delivery.
• Serve as a liaison among clients, internal stakeholders, and external partners to align goals and capabilities.
• Implement continuous improvement projects that enhance customer experience and streamline processes.
• Provide leadership with regular updates on account status, progress, risks, and key business indicators.

Qualifications and Skills

• Bachelor's degree is mandatory.
• A minimum of 5 years’ experience in pharmaceutical manufacturing, specialty/mail-order pharmacy, pharmaceutical distribution, healthcare logistics, medical device account management, or patient support is preferred.
• Proven track record in managing strategic customer relationships to boost satisfaction, retention, and operational outcomes.
• Strong analytical and critical thinking capabilities, with experience resolving complex operational challenges through sustainable solutions.
• Demonstrated ability to act as a trusted advisor for customers and internal teams.
• Experience in handling escalations and balancing customer demands with organizational goals.
• Familiarity with healthcare regulations, patient experience factors, and industry-specific performance metrics is advantageous.
• Excellent cross-functional teamwork skills, working effectively with operations, commercial, quality, supply chain, and customer teams.
• Leadership skills that enable influence, accountability, and management of competing priorities.
• Experience preparing and delivering business reviews and strategic recommendations to upper management.
• Strong client relationship management skills in pharmaceutical patient services or healthcare pharmacy operations, facilitating successful program delivery.
• Proficiency with Microsoft Office suite, Jira, and Power BI.
• PMP certification or equivalent project management experience is required.
• Ability to operate efficiently in a fast-paced environment managing multiple deadlines.
• Self-motivated with minimal supervision needed to manage job responsibilities.
• Willingness to travel approximately 10% to operational sites and client offices.

Additional Information

Reasonable accommodation is available to enable employees to fulfill essential job duties. Medvantx is committed to equal employment opportunity and prohibits discrimination based on race, religion, color, national origin, gender (including pregnancy or related conditions), sexual orientation, gender identity or expression, age, veteran status, disability, or other protected categories.