Our ideal candidate is experienced in specialty pharmacy clinical operations and implementing a completely new service with clinical professionals with a range of talents and specialties and technologies to support efficient and effective operations. The perfect clinician for this role needs to be results-driven, self-motivated performer that enjoys managing all aspects of customer product implementation and services from inception to maintenance of high performance.

This candidate will partner with Trainers, the Pharmacy Implementation Team, and Account Managers to help Therigy customers through the process of incorporating Therigy technologies into their patient care process. This includes assessment of the current operations and clinical services, development of a transition plan from current state to full use of the Therigy system, preparing and training staff, operational workflow support during go-live with elbow-to-elbow support for clinicians, and post go-live support to ensure a full knowledge transfer to users.

Role Priorities

  • Assess/evaluate client needs for initial scope of project, determine project plan, and schedule agenda with timeline for implementation. Develop a detailed project plan to monitor and track progress
  • Coordinate resource availability and allocation required for the execution of projects
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
  • Develop and execute comprehensive communications plan with all stakeholders
  • Manage changes to the project scope, project schedule, and project costs in coordination with the Pharmacy Implementation SMEs
  • Perform risk management to minimize project risks and escalate to management as needed
  • Create and maintain comprehensive project documentation
  • Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication
  • Actively and accurately manage client expectations
  • Implementation of Pharmacy Technology

Responsibilities

  • Manage multiple concurrent complex, global, multi-phased implementations
  • Actively develop and deliver fundamental software implementation strategies for newly acquired customers, identifying best practices for application usage aligned to the customer’s existing processes and product; and internally to enlighten and educate the account management team
  • Deliver highly informative presentation to engage a variety of learning styles and stimulate operational workflow discussion
  • Collaborate with the Technology Trainer and Instructional Designer to design and develop new training modules as the product grows and evolves
  • Envision processes and relate those processes to the customer-facing applications, translating this to customer productivity best practices
  • Measure program effectiveness and recalibrate based on feedback to improve client satisfaction, knowledge transfer, behavior change, and business results (customer productivity)
  • Design and execute internal processes to streamline and scale customer-success work
  • Support and manage the development of client specific training manuals and user guides
  • Identify and document best practices relating to the customer’s process and our product
  • Identify shortcomings in our product(s) or service(s) and communicate internally with partners in sales, marketing, client services, and/or development to remove them
  • Maintain and improve customer satisfaction levels by assisting Client Services team in managing customer’s account and experience with the organization
  • Analyze our customer learning needs during onboarding and use insight to contribute to the development of training plans/resources according to customer’s specifications
  • Participate in the planning, successful execution and follow up for a diverse range of customer retention campaigns with a cross-functional team; track and report results to organization
  • Participate in the development and maintenance of customer relationship programs that will assist in ensuring customers’ overall satisfaction with the product and the organization
  • Provide feedback to the company regarding service failures, customer concerns and/or customer-requested features and enhancements
  • Manage data for customers in Salesforce.com, ensuring all communications are logged, information is accurate and documents are attached
  • Effectively analyze problems, determine appropriate action for solutions, and exhibit timely and decisive action
  • Represent the Therigy brand with integrity through an engaging personality, exceptional customer service, and accurate representation of the product and its current features
  • Deliver outstanding client service to achieve high implementation survey scores
  • Work effectively with peers, other departments, and management
  • Maintain in-depth working knowledge of Therigy systems, proactively learning new features and enhancements
  • Act as a resource in resolving customer issues brought to the department by utilizing excellent Therigy process knowledge
  • Stay relevant and current by conducting research, blog reading and training to stay on top of industry trends, updates, etc.
  • Work flexible schedules to accommodate project deadlines, tradeshows, or marketing events
  • Travel up to 60%
  • Perform other duties as assigned by management

Essential Skills and Experience

  • Bachelor’s or advanced degree in Pharmacy with 3+ years of successful and relevant work experience
  • Hands-on experience in patient counseling and patient care management
  • Keen ability to understand how data collection is structured for accurate reporting
  • Extremely detail-oriented with high degree of accuracy working with data and configuration standards
  • Impeccable time-management skills and able to manage priorities to meet deadlines
  • Self-starter with the ability to work independently, as well as part of a team
  • Ability to quickly grasp complex technical and business concepts and express them in clear language
  • Exceptional presentation, communication (written and verbal), and inter-personal skill
  • Ability to accommodate varying work assignments that may require different levels of expertise
  • Capable of building good rapport with customers and leadership teams
  • Experience managing both large and small customers creatively in tune with their needs
  • Aptitude for acquiring strong industry knowledge
  • Proficient in MS Office products (Excel, Word, Outlook, PowerPoint)

About Therigy

Therigy is the trusted source for innovative, best-in-class software and expert consulting services to the specialty pharmaceutical market. Clients leverage Therigy’s solutions, data, and insights to achieve clinical and economic success by aligning strategy, technology, and people.

We are a knowledge company. It is our firm belief that great people, working with a shared vision, make a great company. All of us together are more powerful than any one of us alone. Decisions are made best by those who are closest to the customer; answers are best determined by those closest to the problem. For an organization to be successful, everyone must execute, and everyone is responsible to deliver results.

Our Benefits

  • 100% fully-paid health and dental insurance for the employee
  • Optional employee-­purchased spouse and/or family coverage available
  • Optional employee-purchased vision coverage available
  • Company­-paid life insurance policy
  • Company­-paid short-­term and long­-term disability coverage
  • Simple IRA retirement savings plan with match
  • HRA, HSA, & FSA
  • 18 days paid time off (PTO)
  • 7 paid holidays

Compensation

  • Competitive market-based salary, commensurate with experience and education

Position reports to: Senior Director of Client Services

ADA: The position requires being seated in front of a computer and utilizing a keyboard in excess of eight hours per day.  May require lifting in excess of ten (10) pounds.

Therigy is an Equal Opportunity Employer

DFWP/Background Check Required

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