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Customer Success Manager

NOTE:  This position will be based in Puerto Rico. This is a new position due to growth.


In order to understand the client’s needs, the CSM will grow relationships with multiple stakeholders in an assigned group of customers (accounts). A CSM will drive feature software adoption, resulting in greater perceived value. They will typically be assigned to the same set of accounts throughout the lifetime of a business relationship. In that time, CSM’s will be responsible for deeply understanding a customer’s needs, and helping customers get the most of the existing products they have purchased and increase revenue by introducing an account contact to new products or services. For new products, the CSM will lead the project planning, implementation, training, installation, conversion, and taking the customer Live. The CSM completes or coordinates ongoing training as required. The CSM always remains the primary contact.


What You'll Be Doing:

  • Primary owner of client success across all products with each respective brand.
  • Oversees Implementation of all products, verifying all business requirements are addressed.
  • Trains and On-Boards clients on features, and benefits of specific product brands: SharpRx, NRx, and POS.
  • Leads overall project management. Manages new accounts from order entry to Live.
  • Ensures all deliverables meet quality standards for timeliness and customer satisfaction.
  • Ensures appropriate documentation is prepared.
  • Consults with clients to translate business needs into software capability.
  • Reviews business partnerships with the client quarterly, identifies opportunities, and executes /coordinates actions.
  • Identifies new or improved products / features and services that would benefit the evolving needs of the customer.
  • Brings visibility of account problems, customer concerns, and suggestions to company subject matter experts and facilitates the resolution of problems keeping the customer informed.
  • Participate in seminars with presentations.
  • Attend regional, state and national trade shows or conferences.
  • May be asked to up sell existing accounts for new products and or services.
  • Work with and assist Sales Staff.
  • Understand Products / Services available

Who Are We Looking For:

  • Highly detailed and results oriented.
  • Ability to work with diverse groups of people
  • Excellent interpersonal and communication skills.
  • Strong problem solving abilities.
  • Outstanding organizational skills.

What Skills You’ll Need to Have:

  • Excellent knowledge of Company’s products and services.
  • Must be able to explain benefits of brands, products, features, and services.
  • Excellent relationship building skills.
  • Effective communication, presentation and interpersonal skills.

What Education and Experience You'll Need to Have:

  • Must possess at least a two-year degree, bachelor’s degree preferred.
  • Must have a minimum of 5 years’ experience with pharmacy operations, software and/or consulting.
  • Documented experience beyond requirements may substitute for a degree.

Please note the following items before submitting your resume and cover letter:

  • This position is in the field.
  • Please submit your cover letter and resume in PDF format. Thank you!
  • Relocation assistance available.
  • Smith Technologies is an Equal Opportunity Employer and embraces diversity.  We follow the Federal Guidelines for a Drug-Free Work Environment.
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