Customer Success Advisor

Job Summary

The Customer Success Specialist is a non-clinical role responsible for building and maintaining relationships internally and externally with customers. In addition, the Customer Success Specialist provides consultation, coaching, training, and education to customers who partner in program execution, helping to ensure greater adoption and utilization, success, and outcomes for their patients and pharmacies. The Customer Success Specialist will report to the Vice President of Clinical Services and work cross-functionally with Sales, Operations, Marketing, Product Development, and Training.

Key Duties

Customer Engagement, Retention & Program Success

• Build strong, trust-based relationships with key customer stakeholders.
• Serve as the main point of contact for ongoing support and consultation.
• Maintain regular check-ins to assess satisfaction and anticipate needs.
• Monitor customer health, engagement and usage patterns.
• Proactively address potential issues before they lead to dissatisfaction or churn
• Coordinate with the Pharmacy Consultant and Sales teams to support customer coaching and consultative calls.
• Work directly with customers to enhance program knowledge, improve utilization, and promote retention.
• Educate customers on the use of business metrics and data to drive ongoing program success.
• Identify opportunities for workflow and software utilization improvements and provide actionable insights.
• Serve as a communication resource for customers where peer-to-peer relationships are critical.

Customer Onboarding & Training

• Guide new customers through setup, implementation, and initial training of add-on products/programs and services.
• Ensure customers understand how to use products and services effectively.
• Establish success metrics and goals early in the customer relationship.

Industry Expertise & Representation

• Serve as a pharmacy expert and liaison, articulating the company’s solutions, services, and program offerings to customers.
• Provide knowledge and expertise in pharmacy best practices, workflow, and service offerings.
• Attend and participate in relevant industry meetings, events, and conferences to represent the company, support sales, and stay informed of market trends.
• Maintain open communication regarding industry issues, news, and trends with peers across RedSail Technologies.
• Serve as a source of professional and industry information for internal teams, including executive leadership, product management, sales, and account management.

Product & Process Improvement

• Provide feedback and input to RedSail’s software and product development teams for feature and functionality enhancements.
• Participate in continuous improvement initiatives for both customer programs and internal operations.
• Assist with the development and delivery of training programs, both internally and externally.
• Demonstrate solutions and workflow processes to customers and partners.

Collaboration & Communication

• Work closely with cross-functional departments to ensure consistent and effective communication with customers.

Education/Training

• Minimum 2 years of applicable pharmacy experience
• Experience in both community/retail and/or long-term care pharmacy preferred

Required Work Experience/Skills

• Strong business acumen and analytical skills.
• Ability to collaborate with customers and organizations at many different levels.
• Leadership skills to manage projects across teams and departments.
• Problem solving and good judgment.
• Excellent oral, written communication, and presentation skills.
• Ability to work independently and in a team setting
• Ability to present ideas and information clearly and influence others.

Preferred Work Experience/Skills

• Advanced understanding of all types of pharmacy practice, LTC, Retail, Specialty, etc.
• Advanced understanding of Pharmacy laws and regulations
• Advanced knowledge of Pharmacy workflows in all practice settings
• Advanced understanding of Pharmacy Business practices and ancillary business opportunities in pharmacy.
• Experience working with PioneerRx, BestRx and/or QS/1 Software platforms
• Intermediate knowledge of interactive opportunities with pharmaceutical manufacturers as they relate to RedSail pharmacies.

Discretionary Judgment

• Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services.
• Uses good judgment and possesses ethical work values.

Physical Demands, Working Conditions, and General Employment Guidelines

• High levels of stress may be experienced in the performance of the job.
• Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.
• Travel Required for conferences and occasional customer visits; Travel less than 25%

Equipment

• PC and various software applications
• Moderate telephone usage, working with customers, prospects, and consultants.
• If new to RedSail, must develop a sound working knowledge of both Pioneer, BestRx & QS/1’s principal healthcare products and Network Service Program offerings and major services within six months.

Safety to Self and Others

• The job is performed in an office setting and/or remote location where there are no hazardous materials or equipment.

Working Conditions/Hazards

• Position is performed in an open office environment or approved remote work location.

Work Location

• Remote