客户服务项目经理（2026-8034）
Program Lead, Client Services (2026-8034)
客户服务项目负责管理客户群，作为持续业务的主要联系人。该计划领导专注于不断执行客户程序和与账户经理 (AM) 的合作伙伴在实施新方案时。该计划领导是对客户的业务范围和健康周围的所有活动的日常接触者。该计划负责与管理人员合作以确保客户团队所执行的所有行动都符合处方药营销法规则 (PDMA),内部标准运营程序以及客户特定商业规则。责任 · 作为客户和内部部门之间的联系人，以将客户的业务需求转化为功能和运营指令。· 与尼珀的功能部门 （即接触中心，集中团队，邮政中心，运营等）合作，确保客户程序，文档和设置完成。· 负责执行新和现有项目到期货水平并进行质量检查。·持续审查商业规则和跟踪器来确定和纠正计划中的不准确性和关闭差距。· 审查日常仪表板，报告和文件上传趋势，以确保分配的程序按预期运行。· 支持 AM 和/或高级项目领导在创建客户业务复盘演讲中。· 准备由团队成员编制的工作订单和/或审查工作订单。· 根据需要应对客户升级，并在必要时向管理层进行升级。· 管理并支持所有用于支持业务或业务变化的变化的变更控制，系统门票和分数卡所需的情况。确保状态得到追踪和更新相应。· 在样本问责计划中，监控和审查销售代表采样活动，交易文档以及报告活动以确保遵守业务规则和法规要求。·通过客户，销售代表，本地办公室和内部利益相关者的进来电话通话，语音消息和电子邮件信息及时响应询问和请求。·研究并提供建议以解决业务和/或系统挑战。·扩大/要求内部质量事件提交 (QE) 并提供必要且及时分配/要求后续工作。·与账户经理或高级程序领导审查合作。
查看英文原文
The Client Services Program Lead is accountable for managing a base of clients, acting as the primary contact for ongoing business. The Program Lead is focused on the on-going execution of client programs and partners with the Account Manager (AM) on implementations of new programs. The Program Lead serves as the day-to-day contact for all activities surrounding the scope and health of business with the client.
The Program Lead is also responsible for working with Management to ensure all actions performed by the client team are in compliance with the Prescription Drug Marketing Act regulations (PDMA), internal standard operating procedures, and client-specific business rules.
Responsibilities
- Serve as a liaison between the client and internal departments to transform the client’s business needs into functional and operational instructions.
- Work with Knipper functional departments (i.e., Contact Center, Centralized Team, Mail Center, Operations, etc.) to ensure client programs, documentation, and setups have been completed.
- Responsible for executing new and existing programs to completion and at expected level of quality
- Ongoing review of business rules and trackers to identify and correct inaccuracies and close gaps in program(s).
- Review the daily dashboard, reports and file uploads for trends to ensure assigned programs are performing as expected.
- Support AM and/or Sr. Program Lead in the creation of client business review presentations.
- Prepare work orders and/or review work orders prepared by team members.
- Respond to client escalations as necessary and escalate to management if needed.
- Manage and support all change controls, system tickets and scorecards needed to support the business or changes to the business. Ensure statuses are tracked and updated accordingly.
- For Sample Accountability program, monitor and review Sales Representative’s sampling activities, transaction documentation and reported activities to ensure adherence to business rules and regulatory requirements.
- Respond timely to inquiries and requests via inbound phone calls, voice messages, and email messages from Client, Sales Representatives, Home Office and internal stakeholders.
- Research and provide recommendations to resolve business and/or system challenges.
- Escalate/request internal Quality Event submission (QE) and provide necessary and timely assigned/required follow-up.
- In conjunction with the Account Manager or Sr. Program Lead review monthly invoicing and work directly with the Finance department to resolve billing inconsistencies.
The above duties are meant to be representative of the position and not all-inclusive.
Qualifications
MINIMUM JOB REQUIREMENTS:
- Education/Training: Associate’s or Bachelor’s degree preferred, however, equivalent certificate training and/or experience may be considered.
- Business Experience: Approximately two to four years’ experience in customer service environment, with demonstrated ability to lead projects with minimal over-site while showing success in interacting and collaborating with internal and external stakeholders.
Knowledge, Skills & Abilities:
- Strong working knowledge of Microsoft Outlook, Microsoft Word and Power-Point, advanced knowledge of Microsoft Excel (Pivot Tables Charts, Graphs, etc.).
- Quick learner with strong systems aptitude
- Strong organization, analytical, both written and verbal communication and team building skills
- Effectively communicate to provide solutions for clients to achieve client and company objectives.
- Strong time-management, attention to details and prioritizing skills
- Punctual, dependable with a positive attitude
- Ability to use sound judgment and maintain professionalism in a deadline-driven environment.
- Support leadership in identifying potential business and system challenges, and present suggested resolutions.
PHYSICAL DEMANDS:
- Location of job activities 100% inside
- Extensive manual dexterity (keyboarding, mouse, phone)
- Regular use of phone for communication
- Noise and/or vibrations exposure
- Frequently reach (overhead), handle, and feel with hands and arms
- Sit for prolonged periods of time
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The expected base pay range for this position is $25.00–$36.00 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.
CareTria is an Equal Opportunity Employer.
Originally posted on Himalayas