Relationship Manager, Pharmacy Partnership Operations

Position summary

The Relationship Manager, Pharmacy Partnership Operations is responsible for providing support to Sentry Data Systems’ 340B qualified hospitals (covered entities) or contracted pharmacy partners (approximately 70 accounts.) In this position, the Relationship Manager is responsible for owning and cultivating strong client relationships with existing customers to drive customer satisfaction, value, retention and penetration.  He/she will help ensure that the customer/client is receiving considerable value from our services and continuously understand and track specific and measurable adoption and ROI goals.  In-depth understanding of Sentry products and services coupled with a strong understanding of the business environment, strategy, needs and direction of assigned customers to create solutions for the customer by leveraging existing, upgraded or new Sentry products and services.

Position description

  • Build and maintain strong and lasting relationships with decision-makers and key stakeholders within client organizations; generate proper levels of adoption, drive client satisfaction and ensure renewals
  • Provide best practices, coaching and training to clients to ensure smooth onboarding and adoption of our solutions
  • Drive client lifetime value by offering/upselling recommendations that generate additional revenue
  • Define business, savings and other key objectives with the customer and develop a strategic direction for long-term success and adoption
  • Manage customer renewals; learn and recognize triggers based on customer behavior and engage with customers who request to terminate or downgrade service
  • Attend conferences and actively participate in conference exhibitions
  • Establish a clear plan to convert customers to be references for Sentry
  • Facilitate enhancements to communications, tools, capabilities, and product lines
  • Follow up activities to drive customer satisfaction through solution development with appropriate internal Sentry resources and trouble ticket monitoring
  • Represent Sentry at select trade shows and user conferences and remain current on in-depth knowledge of Sentry products, services, competitors and business environment to enable both expert representation and lead retention and renewals
  • Contract management, annual price increase and renewals – work with Sentry sales and legal departments to facilitate contract renewal and price negotiations
  • Lead regular reviews (e.g., quarterly business reviews, etc.) with customers regarding their milestones, adoption, customer metrics, key goals, CSAT and engage other areas of the Sentry team as needed
  • Perform other duties that drive overall customer success, engagement and adoption as assigned
  • Based out of Deerfield Beach with up to 25% travel required outside the local area and overnight

 Qualifications / requirements

  • S. or B.A. in business, healthcare or technology-related fields
  • Experience with customer service and account management in the healthcare field
  • Minimum five (5) years of experience in pharmacy and/or hospital environment highly recommended
  • Strong knowledge of healthcare/hospital environment and/or 340B Program preferred
  • Proven customer service orientation with exceptional interpersonal and communication skills
  • Excellent organizational skills with attention to detail
  • Demonstrated ability to lead people and get results through others
  • Demonstrated problem solving, analysis, and resolution at strategic and functional levels
  • Ability to cultivate and build a client relationship that creates value for the customer through routine business reviews that increase engagement and retention
  • High level of computer proficiency required for Microsoft Office (Word, Excel, and PowerPoint). PC, printers, computerized voice & e-mail systems, as well as CRM tools such as Salesforce.com
  • Ability and willingness to work in a fast-paced, demanding, and unstructured environment
  • Effectively use reports and other analytical tools to target efforts for maximum program results
  • Communicate effectively and diplomatically with pharmacy and clients’ staff as well as with Sentry personnel
  • Ability to prioritize workload and communicate priorities to supervisor and flexibility with schedule changes
  • Ability and availability to travel for job-related activities as necessary
  • Possess a valid driver’s license with a clean record

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Diversity creates a healthier atmosphere: Sentry Data Systems, Inc. is an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.