ScriptPro

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&rsquo;ll be part of a dynamic team that&rsquo;s at the cutting edge of technology, creating solutions that make a real difference in people&rsquo;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&rsquo;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&#39;ll have the opportunity to make a significant impact on the success of our organization. You&rsquo;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.
• 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.
• 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.