Nuvem

Customer Success Manager

• Own a portfolio of customers and ensure delivery of measurable outcomes aligned to each client’s goals.
• Deliver quarterly customer outcome scorecards that clearly articulate performance, insights, and value realized.
• Develop and maintain Customer Success Plans that align customer objectives with Nuvem’s solutions and strategic direction.
• Lead Quarterly Business Reviews (QBRs) focused on outcomes, insights, risks, and forward-looking opportunities.
• Monitor customer health indicators, engagement trends, and sentiment to proactively identify risk.
• Execute defined retention and save playbooks for at-risk accounts in partnership with Customer Success leadership.
• Ensure customers are positioned for predictable, on-time renewals through early value articulation and proactive engagement.
• Maintain consistent executive-level engagement with customers to reinforce partnership and confidence.
• Identify and pursue upsell and expansion opportunities within existing accounts, aligned to customer needs and value realization.
• Partner with Sales to support expansion execution and ensure continuity across renewals and growth motions.
• Build and maintain a qualified pipeline of expansion opportunities within the assigned portfolio.
• Clearly articulate the value of additional solutions, services, or capabilities to support customer growth.
• Maintain accurate and up-to-date customer records, success plans, health indicators, and opportunity tracking within Salesforce and Customer Success tools.
• Follow defined engagement cadences and success frameworks based on customer tier and segmentation.
• Support company initiatives such as Polaris and renewal programs through disciplined customer engagement and value storytelling.
• Contribute feedback and insights to Customer Success leadership to improve frameworks, scorecards, and customer programs.

Program Manager

• Manage and oversee day-to-day administration of assigned 340B programs to ensure compliance with HRSA guidance and applicable federal and state regulations.
• Serve as the primary point of contact and compliance resource for assigned Covered Entities regarding 340B program operations, audit readiness, and regulatory requirements.
• Conduct routine compliance reviews, internal audits, account monitoring, reconciliations, and operational assessments to identify potential risks or compliance concerns.
• Monitor program activity, data integrity, accumulations, replenishment activity, and operational workflows to ensure compliant program administration.
• Support and manage 340B ESP submission activities and manufacturer inquiry resolution processes as needed.
• Develop, maintain, and update policies, procedures, workflows, and standard operating procedures (SOPs) to support compliant 340B program operations.
• Support preparation for HRSA audits, manufacturer audits, payer reviews, and internal compliance assessments, including documentation collection, audit support, and corrective action tracking.
• Maintain accurate, organized, and audit-ready documentation related to compliance monitoring, operational activities, and client program management.
• Analyze program data and operational performance to identify opportunities for process improvement, operational efficiency, compliant savings optimization, and risk mitigation.
• Collaborate with Covered Entity leadership, pharmacy operations, finance, wholesalers, manufacturers, contract pharmacies, and third-party administrators (TPAs) to support compliant and effective program operations.
• Participate in client meetings, compliance discussions, operational reviews, onboarding activities, and strategic program initiatives.
• Provide education and operational guidance to clients and internal stakeholders regarding 340B program requirements and best practices.

Customer Success Manager

340B Program Manager