Job Summary

As a Junior Customer Success Manager at Alto Pharmacy, you will be responsible for driving the success of our enterprise customers, including pharmaceutical companies, pharmacy benefit managers, health plans, and digital health organizations. Your role will involve building strong relationships, leading the onboarding process, driving product adoption, and ensuring overall customer satisfaction and growth. You will work closely with cross-functional teams to deliver exceptional value and drive long-term partnerships.
Job Description

Accelerate Your Career as You

• Client Relationship Management: Build and maintain strong relationships with enterprise clients, including pharmaceutical, pharmacy benefit management, health plans, and digital health customers. Drive improved system use and maximize the benefits of working with and using Alto's technology solutions.
• Customer Onboarding: Lead the onboarding process for new enterprise customers, ensuring seamless integration and adoption of Alto's pharmacy solutions.
• Customer Retention and Growth: Develop strategies to ensure high levels of customer satisfaction and retention. Work to identify opportunities for upselling and cross-selling Alto's products and services within existing enterprise accounts.
• Product Adoption and Usage: Drive product usage by working closely with clients to ensure they are fully leveraging Alto's services and technology. Provide training, product demonstrations, and ongoing support to ensure customers realize the full potential of our solutions.
• Collaborate Across Teams: Work cross-functionally with Alto's Product, Engineering, and Supply Chain teams to identify, develop, and deliver custom patient workflows, integrations, and product functionality. Partner with the Enterprise Partnerships team on strategy, revenue forecasting, retention, and KPI reporting.
• Customer Health Monitoring: Regularly assess the health of enterprise accounts by tracking key performance indicators (KPIs) such as product usage, renewal rates, and customer satisfaction. Proactively address any challenges or concerns to mitigate churn risk.
• Process Improvement and Automation: Identify process automation and improvement opportunities and work with cross-functional teams-including Product, Engineering, Sales, Marketing, and Finance-to drive these initiatives.
• Problem Resolution: Act as an advocate for customers, working quickly and effectively to resolve any issues or concerns that arise. Escalate issues as needed to ensure timely resolution.
• Reporting and Analysis: Provide regular updates on customer success metrics, including customer satisfaction, retention, and product adoption, to internal stakeholders.

A Bit About You

Minimum Qualifications:

• At least 3+ years of experience working as a Customer Success Representative, supporting technology applications.
• 2+ years of experience working in pharmacy operations (e.g. pharmacy technician, pharmacist or pharmacy manager) performing dispensing, benefits determination, billing operations, inventory management.
• You have a proven track record of working with customers on their journey from stabilizing new system implementations to growth.
• You have successfully grown annual revenue and business volumes at accounts.
• You have experience analyzing operational and business data to determine the level of system use and opportunities for improvement.
• You have experience presenting data to customers as part of a standard review cadence, including quarterly business review meetings.
• You have experience supporting multiple customers performing different workflows and using varying aspects of a technology solution.
• You're solid at time management and effective at multitasking across simultaneous activities without getting overwhelmed.
• You have experience supporting the rollout and adoption of new functionality deployments and product launches.
• Effectively work across customer and internal teams to communicate operational and technical requests and requirements, ensuring the business needs and ROI of identified functionality is clearly understood.
• Excellent presentation, written, communication and interpersonal skills.
• You are empathetic and can put yourself in other's shoes, understanding customer needs and pain points to provide solutions.
• You're a collaborative, data-driven, and creative problem-solver who loves diving into the details.
• You thrive in dynamic fast-moving environments where you can strategically identify, propose and support systems, processes, and tools to create best-in-class customer experiences.
• You are constantly looking for ways to efficiently support customer operations and system use and provide new sources of value.
• Experience scaling high growth organizations and have a passion for designing processes that scale.
• Strong, data-driven mindset, with a commitment to process improvement and identifying opportunities through analysis, including revenue growth opportunities.
• Experience using requirement management systems for ticket management (e.g. Jira, Confluence suite).
• Proficient with Excel/Google Sheets and analytics tools like Looker or SQL based queries.

Preferred Qualifications:

• Experience in healthcare technology or life sciences
• Experience working directly with pharmacists, health care providers
• Experience working in fast-paced, dynamic and startup environments
• Salesforce

Additional Information

Additional Physical Job Requirements

• Reading English, comprehending, and following simple oral and written instructions.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Assessing the accuracy, neatness and thoroughness of the work assigned.
• Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Frequent repeating motions required to operate a computer or phone that may include the wrists, hands and/or fingers.
• Environmental Conditions: occasional exposure to low temperatures or high temperatures, outdoor elements such as precipitation and wind, and noisy environments.
• Physical Activities:
  
  • Occasionally ascending or descending stairs, ramps and the like.
  • Moving about to accomplish tasks and/or moving from one worksite to another.
  • Adjusting or moving objects up to 20 pounds in all directions.
  • Operating motor vehicles.
  • Occasional sedentary work that primarily involves sitting/standing/driving/flying

Salary and Benefits

Salary Range: $94,118 - $117,647

Base: $ 80,000 - $100,000

Commission Eligible: Yes

Commission: $14,117.65 - $17,647.06

Equity Eligible: Yes

Travel: Yes - Required up to 15% of the time

Location Requirement: Employment at Alto is limited to individuals residing in the following states: Arizona, Arkansas, California, Colorado, Florida, Kansas, Maryland, Missouri, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Washington (WA), and Wisconsin.

Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. At this time, Alto is unable to sponsor or take over sponsorship of an employment Visa.

Benefits: Full-time employee benefits include: Multiple group medical, dental and vision plans to choose from, 401(k) plan, group life, AD&D, FSA/HSA, employer paid STD/LTD, Take-What-You-Need vacation time, accrued paid sick time, 11 paid holidays (7 for Pharmacy and Care teams), 8 weeks paid parental leave for eligible employees.

Application deadline: January 15 2025

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Alto Pharmacy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at CandidateHelp@alto.com.

Alto Pharmacy considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, and New York City Fair Chance laws. We are an E-Verify participating company.

To learn about Alto's privacy practices including compliance with applicable privacy laws, please click here.