Customer Account Manager

Location: Remote

Who is Script Pro?

Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At Script Pro, you'll be part of a dynamic team that's at the cutting edge of technology, creating solutions that make a real difference in people's lives. Script Pro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada.

Joining the Account Management team at Script Pro means being part of a dynamic group that plays a crucial role in the company's success. You'll be the primary point of contact for Script Pro's clients, building and maintaining strong relationships.

Job Summary:

The Customer Account Manager works with customers in a one-on-one, customer-facing role to develop valuable, long-lasting relationships that promote customer satisfaction and success with Script Pro solutions. Customer Account Managers act as a resource to our customers, serving as a path of escalation for technical support issues, workflow, and training needs, and advocating on their behalf. In this role, Customer Account Managers will oversee a portfolio of customer accounts with the goal of increasing retention and maintaining mutually beneficial business relationships.

The ideal candidate is characterized by their strong organizational and communication skills, has a customer focused mind set, and can adapt to the unique needs of each customer.

Reporting Relationship:
Senior Manager, Client Relations

Shift: Generally, Monday through Friday, 8am to 5pm. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Generally, all positions may be performed on-campus. Regular, punctual, and predictable attendance is an essential function of every job at Script Pro.

Scope of the Role:

* Responsible for the development and maintenance of customer relationships

* Effective and consistent communication to ensure customer needs are being met

* Serve as a path of escalation for problem resolution

* Address customer complaints in a timely fashion

* Work to onboard new customers; establishing regular meeting cadence and ensuring success milestones are being met

* Ensure customer satisfaction through regular communication and adjusting to the needs of each unique customer

* Take ownership of customer issues and driving resolution by engaging and monitoring internal teams

* Track customer satisfaction levels and use this information to identify gaps in service delivery and the customer experience

* Advocate on behalf of the customer to prioritize bug fixes and enhancement requests for product development

* Maintain and update site documentation

* Ensure all contractual service commitments are being met

* Coordinate service-related projects

* Partner with other departments to define clear actions and deliverables

* Communicate strategic updates to internal teams, including executive leadership

* Develop, maintain, and continually expand product and industry knowledge

* Travel to customer sites to strengthen relationships, gather feedback, and facilitate issue resolution

* Perform other duties as assigned

Required Qualifications:

* Bachelor's degree in business, communications, computer science or related field, or an equivalent combination of education and experience

* 4+ years of experience in customer-facing role, ideally at Script Pro or a software-driven company

* Self-motivated, quick learner in a fast-paced environment

* Excellent organizational, communication and time management skills

* Ability to multi-task and prioritize customer needs

* Operate with a sense of urgency

* Strong analytical skills including a high level of attention to detail

* Positive attitude and willingness to collaborate in a team environment

* Problem-solver with excellent analytical and critical thinking skills

* Ability to work independently and resourcefully

* Communicate technical issues effectively and efficiently

* Confidence leading high-level meetings with a wide range in audiences

* High proficiency in Microsoft Office, with emphasis on Outlook, Excel, and Word

* Ability to travel, as needed

Remote Work Requirements:

* Must have high-speed reliable internet access with a hard-wired connection

* Must have a distraction free home office workspace

* Must be willing to participate in video virtual meetings (camera on)

Benefits:

At Script Pro, we believe that our employees are our greatest asset. That's why we are committed to fostering a workplace that prioritizes and enhances your personal health and well-being.

* Health:
Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs

* Well-being:
Paid Time Off (PTO, Maternity, Paternity, Adoption Leave), nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events…