Customer Success Manager bei ScriptPro

Job Title: Customer Success Manager

Who is ScriptPro?

Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, 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. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada.  

ScriptPro’s Learning and Development department creates and delivers cutting-edge educational content that empowers our employees and customers to maximize the potential of our technology. You'll have the opportunity to make a significant impact on the success of our organization. You’ll be apart of a team that values collaboration, creativity, and problem solving.

Job Summary: The Customer Success Manager is responsible for working directly with customers and internal teams to identify user needs, solve complex end-user problems, optimize pharmacy workflow, and advocate for our customer base in the design of high quality and serviceable solutions. The Customer Success Manager serves as the subject matter expert for assigned products and takes ownership for customer success with those products, including ongoing engagement with beta customers, educating internal teams on best practices, and measuring product performance in the field. This position requires up to 25% travel.

Reporting Relationship: Director, Learning and Development

Shift: Generally, Monday through Friday 8 am to 5 pm CST. This is a hybrid position with a combination of in office and remote work. While preference is given to candidates located in the Kansas City Metro area, exceptional remote candidates will also be considered. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.

Scope of the Role:

• Act as the subject matter expert on assigned ScriptPro products, providing advanced support and guidance on end-user functionality and serving as an escalation point for complex customer issues and workflows.
• Complete scheduled workflow reviews for pharmacy management system customers using established protocols and lead efforts on advanced workflow development in specific areas of expertise.
• Travel to customer sites to observe workflow, advise on best practices, gather product feedback, and facilitate issue resolution in partnership with Customer Service.
• Work closely with Product Owners for designated products in design planning to assist with vision and develop recommendations for workflow integration with an end-user focus.
• Manage the transition of knowledge from Field Operations to Customer Care to prepare for the support of new products, features, and releases. This includes participating in release planning, creating documentation, reviewing and contributing to release notes, performing demos, and assisting with training and implementation support, which may include site or remote support for customers.
• Measure product performance through ongoing SR and SIR review, direct customer contact, and meetings with customer-facing teams at ScriptPro, including Executives, Sales, System Implementation, Field Training, and Customer Service.
• Support competitive intelligence efforts by gathering and documenting market and product research to inform strategic decisions.
• Review and provide feedback on product-specific training materials developed by the Learning and Development team to ensure accuracy and relevance.
• Take on additional responsibilities and special projects as assigned, contributing to cross-functional initiatives that enhance customer success and product quality.

Required Qualifications:

• 4+ years experience with ScriptPro products, including the Pharmacy Management System.
• 2+ years experience with workflow and user story development, troubleshooting, testing.
• Expert-level knowledge of industry best practices and technologies.
• Exceptional problem-solving skills, with a creative and customer-focused approach to challenges.
• Strong project management abilities, including the coordination of multiple projects, priorities, and stakeholders.
• Analytical mindset with the ability to objectively assess and clearly communicate market needs, pain points, and customer expectations.
• Exceptional written and verbal communication skills, including public speaking, meeting facilitation, interpersonal communication, technical writing, and editing.
• Proven customer service expertise, with a demonstrated ability to build rapport and establish credibility quickly.
• Strong qualitative data collection skills, including observation, interviewing, facilitation, and note-taking, and ability to interpret and act upon quantitative data.
• Proven ability to both lead and influence cross-functional teams and to work independently.
• Demonstrated proficiency in all commonly used ScriptPro policies, processes, and procedures.
• Positive attitude, drive, and tenacity.

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 ScriptPro, 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), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services.

Working Conditions: Requires routine use of standard equipment and extended computer use. Candidates must be able to sit, use hands and fingers, and occasionally lift, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential.  

ScriptPro appreciates the unique qualities of each team member, and as an Equal Opportunity employer does not discriminate on the basis of race, color, religion, national origin, sex, pregnancy, age, disability, genetic information, veteran status, or any other legally protected status.

The company utilizes internal resources for sourcing and filling positions and, when external assistance is needed, will engage only with pre-approved, contracted agency partners. The company does not offer visa sponsorships. All applicants must have legal authorization to work in the United States.

Please visit www.scriptpro.com to learn more about ScriptPro.