Customer Success Manager

Position Summary

An FFF Enterprises strategic investment, KlearTrust is an exciting, tech-enabled startup that provides the technology and services required to design, implement, and operationalize value-based healthcare agreements. With an initial focus on specialty pharmaceutical products, KlearTrust supports drug manufacturers in launching and administrating product warranty programs and works with all associated stakeholders to promote and drive toward the best outcomes for each step of the value chain, including for the patient.

As a Customer Success Manager, you will be at the forefront of our organization, dedicated to owning and executing the entire Customer Journey. Your mission is to ensure that our clients and their stakeholders consistently experience value and success in their interactions with KlearTrust. This pivotal role requires you to act as the "quarterback" of our organization, serving as the primary point of contact for customers, orchestrating cross-functional efforts, resolving issues, and establishing shared processes which become the foundation of our customer-centric approach.

Essential Functions and Duties

• Take full ownership of the Customer Journey for assigned accounts, serving as the primary interface point between KlearTrust and our clients, ensuring they receive value every step of the way.
• Act as a liaison within the organization, collaborating with various teams to complete tasks, resolve issues, and deliver value to customers.
• Oversee and nurture a collection of client accounts, maintaining a deep understanding of their needs, goals, and challenges.
• Establish and promote shared processes that serve as a framework for how KlearTrust interacts with customers, ensuring consistency and alignment with customer-centric goals.
• Review key customer health metrics for assigned accounts, proactively identifying areas for improvement and growth.
• Lead and facilitate client meetings, fostering open communication, addressing concerns, and driving progress.
• Conduct regular account strategy reviews to ensure that customers are continuously evolving and expanding their engagement with KlearTrust.
• Dive in to facilitate projects and issue resolution, taking on the role of project manager as needed to ensure successful outcomes.
• Maintain organized and clear communication with clients, following a defined framework.
• Lead special projects and contribute to process improvement initiatives as needed.
• Ability and willingness to travel when necessary (less than 30%)
• Adheres specifically to all company policies and procedures, Federal and State regulations and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Represent the Company in a professional manner and appearance at all times.
• Understand and internalize the Company’s purpose, display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Required Education, Knowledge, Skills and Experience

Required Education:

• Bachelor’s degree in Healthcare, Finance, Accounting, Economics, or other relevant field or four (4) additional years of experience in lieu of degree.
• Advanced degrees (e.g., MBA, MPH) preferred.

Preferred Knowledge:

• Working knowledge of and/or experience with pharmaceutical manufacturer market access strategies, organizations, and operations.
• Familiarity with healthcare technology, pharmaceutical processes, drug product warranties, and/or value-based contracting.

Required Experience:

• Four (4) or more years of experience [nine (9) or more years of experience for non-degreed candidates] working in healthcare in a client-facing role (Customer Success, Account Management, or related role).
• Experience with CRM software and Customer Success platforms and programs.

Preferred Experience:

• Prior work experience in the pharmaceutical space.
• Experience working with data and/or SQL.

Required Skills:

• Excellent problem-solving skills and a proactive, solution-oriented approach.
• Proficiency in creating professional presentations and reports using software such as Microsoft Office Suite.
• Excellent project management skills, with the ability to keep projects on track and deliver within established timelines.
• Analytical mindset, with an ability to derive actionable insights from data and an enthusiasm for continued learning.
• Highly organized with the ability to multitask and prioritize effectively.
• Ability to lead and facilitate client meetings, presenting solutions and driving strategic discussions.
• Customer-focused attitude, demonstrating empathy and a commitment to exceeding client expectations.
• Exceptional communication and interpersonal skills, with a focus on building and maintaining strong customer relationships.

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. The employee occasionally lifts up to 20 lbs. and occasionally kneels and bends. Must have the ability to travel occasionally. Working condition include normal office setting.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.

Direct Reports

None

EEO/AAP Statement

FFF Enterprises/Nufactor is an equal opportunity employer to all and prohibits discrimination and harassment based on the following characteristics: race, color, caste, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic conditions), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran or military status, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or any state protected leaves), domestic violence victim status, political affiliation, reproductive health decision-making, and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.