Description:

NPS Pharmacy and its affiliates are seeking a highly organized, analytical, and proactive Customer Success Manager - 340B Pharmacy Programs to serve as the primary strategic relationship and performance owner for an assigned portfolio of 340B covered entities. In this high-impact role, the Customer Success Manager goes beyond basic account management to act as a trusted advisor, managing the holistic client experience, driving retention, and ensuring long-term program health. By developing a deep understanding of each client's unique pharmacy operations and 340B structure, the ideal candidate will monitor ongoing performance, identify risks, and help clients achieve measurable operational, financial, and patient-care value. Taking a proactive, data-driven approach, the Customer Success Manager leverages analytics to deliver actionable insights, identify untapped capture opportunities, and optimize overall pharmacy efficiency. The successful candidate will maintain direct oversight of the operational health of assigned programs knowing how client operations function, asking the right questions, recognizing anomalies, and coordinating internal resources through complete issue resolution. As NPS Pharmacy continues to expand, this individual will thrive in a fast-paced, evolving environment by demonstrating strong personal accountability, excellent communication skills, and a commitment to helping establish scalable processes and best practices for future growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Serve as the primary day-to-day relationship owner for an assigned portfolio of clients while building trusted relationships with client leadership, pharmacy, clinical, finance, compliance, and 340B stakeholders. Develop client success plans outlining objectives, priorities, risks, opportunities, and action items. Establish consistent engagement cadences based on client needs and program complexity while leading client meetings to ensure decisions, action items, owners, and timelines are clearly documented and executed. Foster executive-level relationships with clients and ensure leadership remains informed of performance, opportunities, and significant concerns. Analyze and translate trends in pharmacy and 340B performance across accounts using financial, utilization, prescription, and operational data to develop concise, actionable insights for various audiences. Develop and deliver client scorecards and regular business reviews that clearly communicate performance, trends, risks, opportunities, and recommendations. Identify opportunities to increase pharmacy utilization, Rx capture, patient engagement, and overall program performance, i.e., new locations, pharmacy relationships, service lines, or additional NPS Pharmacy services. Partner with NPS leadership, Business Development, Pharmacy Operations, 340B, Finance, and other internal matrix team members to evaluate and execute appropriate expansion opportunities. Participate in prospective client discussions when pharmacy, operational, or 340B expertise is needed. Communicate clearly with clients on issue status, next steps, ownership, and expected timeline while identifying issues and making recommendations that address root cause rather than individual occurrences. Serve as the central point of coordination for client needs that require involvement from Pharmacy Operations, 340B, Finance, Business Development, and other internal teams. Maintain ownership of customer experience even when resolution requires another department's subject matter expertise.

Note:

This list of essential job functions is comprehensive but not exhaustive. Other duties may be assigned based on business needs and the individual's skill set.

Requirements:

REQUIRED QUALIFICATIONS

3+ years of client-facing experience in customer success, account management, healthcare operations, or pharmacy, with direct experience in the 340B Drug Pricing Program including familiarity with covered entities, contract/specialty pharmacies, third-party administrators (TPAs), and overall program management processes. Bachelor's degree or equivalent combination of education and relevant professional experience. Demonstrated ability to manage complex customer relationships and multiple accounts simultaneously. Excellent written and verbal communication skills with experience communicating to both operational stakeholders and senior/executive leadership. Ability to work independently, troubleshoot complex issues and coordinate cross-functional resources through resolution within a remote-based team. Comfort working in a fast-paced, growing organization where priorities and processes may evolve. Willingness to travel approximately 15-20% for client meetings, implementations, conferences, and other business needs.

PREFERRED QUALIFICATIONS

Apexus 340B ACE certification or willingness to obtain certification within the six months of employment. Experience with Ryan White, Section 318 STD, FQHC, or other 340B-eligible entity types. Familiarity with pharmacy operations, wholesalers, PBMs, health care providers, and pharmacy-related data. Conducted review of pharmacy purchasing, invoicing, replenishment, or financial reconciliation. Analyzing prescription utilization, pharmacy capture, savings, or other pharmacy performance metrics. Experience conducting client business reviews or presenting performance results to executive leadership. NPS Pharmacy (Hartwinn Group) is an Equal Opportunity Employer committed to a diverse, inclusive, and equitable workplace. Employment decisions are based on merit, qualifications, and business needs, without regard to race, color, religion, creed, sex, gender, gender identity or expression, sexual orientation, pregnancy, age, national origin, ancestry, disability, HIV status, marital status, protected military status, or any other legally protected status. We are dedicated to fostering a safe, affirming environment and will provide reasonable accommodation for qualified individuals with known disabilities unless it causes an undue hardship. Candidates from diverse backgrounds, including BIPOC and LGBTQIA+ communities, are encouraged to apply.