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JOB SUMMARY

The Senior Client Success Manager is responsible for elevating the client experience and strengthening strategic engagement across the Pharma Solutions pillar. This role serves as the primary relationship owner for assigned clients, ensuring that client goals, contracted commitments, program execution, reporting, and long-term partnership opportunities remain aligned.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Serve as the primary post-sales point of contact and relationship owner for assigned pharma clients, ensuring continuity from contract execution through implementation, reporting, renewal, and expansion
• Acts as an advisor to clients to promote business discussions and identify operational strategies that meet client objectives and align with Outcomes corporate vision or inspire innovative solutions
• Develop and maintain strong relationships with pharma clients to establish a trusted partnership
• Represents the client internally and coordinates with other departments to implement new programs and services, coordinate resources for projects, and address ongoing service needs
• Conduct market, client and competitive analysis to recommend sales strategies, and advise clients on Outcomes solutions and services that meet their needs
• Uses a consultative approach to understand the client’s needs, identifies next steps, and leads the engagement between Outcomes and the client

KNOWLEDGE & REQUIREMENTS

• Demonstrates exceptional written, verbal, and interpersonal communication skills, with the ability to clearly convey priorities, expectations, strategies, and outcomes to internal teams, clients and cross-functional stakeholders.
• Builds strong working relationships across departments and stakeholder groups by facilitating alignment, promoting transparency, and ensuring teams are informed, coordinated, and moving toward shared goals.
• Creates clear, engaging presentations and executive-level updates that translate complex information, reporting insights, and strategic recommendations into concise, audience-appropriate messaging.
• Collaborates effectively with teams across functions to clarify roles, remove barriers, coordinate next steps, and support successful execution of programs, initiatives, and client-facing deliverables in a fast-paced setting.
• Applies strong organizational, time management, and teamwork skills to manage competing priorities, adapt quickly to change, and maintain follow-through in a dynamic, fast-paced environment.
• Uses sound judgement and creative problem-solving to address challenges effectively, align solutions with business objectives, and keep stakeholders informed of risks, decisions, and progress.
• Builds senior-level, performance-based client relationships by understanding client goals, strengthening engagement, and aligning ongoing support to promote retention and long-term value.
• Utilize Salesforce for opportunity, lead, and account management updates, ensuring accurate documentation, visibility, and follow-through on client and business development activities.

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience: 5 years
• Minimum level of education or education/experience: Bachelors or equivalent work experience in Account Management within the Pharma Pharmacy segment
• Experience supporting managed operational and client success activities for high-value pharma contracts and programs
• Working knowledge of the US healthcare and insurance system, including the roles of patients, providers, payers, pharmacies, and other stakeholders involved in access to benefits
• Demonstrates professional communication, phone etiquette, and relationship-building skills in internal and external interactions
• Ability to work efficiently in Microsoft Office tools, including PowerPoint for client-ready presentations, Excel for tracking and reporting, Outlook for professional communication and calendar management, and Microsoft Teams for collaboration, meeting coordination, and internal alignment.
• Experience using SharePoint to organize, access, and maintain shared documentation, client materials, process resources, and cross-functional project information.
• Demonstrates adaptability and strong collaboration skills in a fast-paced, evolving work environment.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing

What’s In It For You?

• Medical, Dental and Vision Plans
• Voluntary Benefits
• HSA & FSA
• Fertility & Family Planning Benefits
• Paid Parental Leave
• Adoption Assistance Program
• Employee Resource Groups
• Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
• 11 Paid Holidays
• Corporate Wellness Program
• 401k Employer Match & Roth Option Available

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