[Hiring] 503A Customer Success Manager @Revelation Pharma LLC

Role Description

The 503A Customer Success Manager supports our 503A compounding pharmacy sales team by ensuring a positive and successful experience for veterinarians and veterinary hospitals. They play a pivotal role in nurturing newly onboarded clients, developing relationships with current prescribers, and cross-selling to increase revenue growth. They serve as the bridge between initial prospect interest and sustained account growth, ensuring a seamless and proactive approach to customer engagement. A customer success manager is key to improving the customer service experience for existing providers, fostering long-term satisfaction and loyalty.

Qualifications

• High school diploma required.
• Veterinary Technician or Pharmacy Technician education/certification is strongly preferred.
• 3+ years of veterinary industry or compounding pharmacy experience preferred.
• Strong verbal and written communication skills with the ability to build relationships.
• Comfortable working in a high-volume phone call and customer engagement environment.
• Knowledge of compounding pharmacy regulations, USP and GFI 256 compliance standards, and veterinary industry practices preferred.
• Strong organizational, problem-solving, and relationship-building skills.
• Self-motivated, goal-oriented, and proactive in identifying growth opportunities.
• Proficient in Microsoft Office, CRM platforms, and virtual meeting/presentation tools; HubSpot and Power BI experience is a plus.

Requirements

• Onboarding and supporting new doctors:
• Communicate the value of our compounded medications and services to support new account growth.
• Follow up with newly onboarded veterinarians and veterinary hospitals after their first order, in partnership with the outside sales representative.
• Assist with account setup and onboarding for customers unfamiliar with pharmacy processes.
• Serve as the primary point of contact following initial ordering.
• Coordinate in-person meetings with outside field representatives when additional support is needed.
• Identify additional product and service opportunities within the Revelation network, including commercial products, supplements, and 503B offerings.
• Current Account Support:
• Build and maintain strong relationships with existing veterinarians and veterinary hospitals through consistent communication and ongoing support.
• Partner with field sales representatives to provide tailored solutions that support customer retention and account growth.
• Clearly communicate the value of our 503A compounding pharmacy services while addressing provider needs and concerns.
• Serve as the primary point of contact for prescriber questions and issues, ensuring timely follow-up and resolution.
• Identify opportunities to expand products and services within existing accounts, including additional offerings across the Revelation network.
• Provide educational resources and training to prescribers and staff, including clinical materials, regulatory updates, and prescription support tools.
• Collaboration with Field Sales:
• Support field representatives through provider communication, account insights, and sharing relevant customer updates.
• Introduce and coordinate onsite meetings between providers and field sales representatives when appropriate.
• Provide account activity updates, growth opportunities, and customer history to support sales efforts.
• Market & Product Expertise:
• Maintain knowledge of therapeutic areas, compounding services, and industry trends to effectively support providers.
• Share customer feedback and market insights with sales and marketing leadership to support business strategies and product positioning.
• Optional: Participate in industry conferences, meetings, and networking events as needed.
• Reporting & Performance Tracking:
• Document customer interactions, activities, and opportunities within CRM systems.
• Monitor key performance metrics including account growth, retention, and activity levels.
• Support strategic initiatives to grow and diversify the customer network in collaboration with field sales leadership.

Benefits

• Comprehensive health benefits including medical, dental, and vision coverage
• Company-paid life insurance
• Supplemental insurance options
• Paid Time Off (PTO)
• 401(k) retirement plan with company match
• Paid sick leave