Role Summary
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.
Job Activities and Responsibilities
The responsibilities listed below are subject to change.
Onboarding and supporting new doctors:
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Communicate the value of our compounded medications and services to support new account growth.
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Follow up with newly onboarded veterinarians and veterinary hospitals after their first order, in partnership with the outside sales representative.
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Assist with account setup and onboarding for customers unfamiliar with pharmacy processes.
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Serve as the primary point of contact following initial ordering.
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Coordinate in-person meetings with outside field representatives when additional support is needed.
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Identify additional product and service opportunities within the Revelation network, including commercial products, supplements, and 503B offerings.
Current Account Support:
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Build and maintain strong relationships with existing veterinarians and veterinary hospitals through consistent communication and ongoing support.
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Partner with field sales representatives to provide tailored solutions that support customer retention and account growth.
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Clearly communicate the value of our 503A compounding pharmacy services while addressing provider needs and concerns.
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Serve as the primary point of contact for prescriber questions and issues, ensuring timely follow-up and resolution.
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Identify opportunities to expand products and services within existing accounts, including additional offerings across the Revelation network.
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Provide educational resources and training to prescribers and staff, including clinical materials, regulatory updates, and prescription support tools.
Collaboration with Field Sales
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Support field representatives through provider communication, account insights, and sharing relevant customer updates.
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Introduce and coordinate onsite meetings between providers and field sales representatives when appropriate.
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Provide account activity updates, growth opportunities, and customer history to support sales efforts.
Market & Product Expertise
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Maintain knowledge of therapeutic areas, compounding services, and industry trends to effectively support providers.
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Share customer feedback and market insights with sales and marketing leadership to support business strategies and product positioning.
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Optional: Participate in industry conferences, meetings, and networking events as needed.
Reporting & Performance Tracking
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Document customer interactions, activities, and opportunities within CRM systems.
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Monitor key performance metrics including account growth, retention, and activity levels.
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Support strategic initiatives to grow and diversify the customer network in collaboration with field sales leadership.
Qualifications & Education Requirements
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High school diploma required.
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Veterinary Technician or Pharmacy Technician education/certification is strongly preferred.
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3+ years of veterinary industry or compounding pharmacy experience preferred.
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Strong verbal and written communication skills with the ability to build relationships.
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Comfortable working in a high-volume phone call and customer engagement environment.
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Knowledge of compounding pharmacy regulations, USP and GFI 256 compliance standards, and veterinary industry practices preferred.
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Strong organizational, problem-solving, and relationship-building skills.
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Self-motivated, goal-oriented, and proactive in identifying growth opportunities.
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Proficient in Microsoft Office, CRM platforms, and virtual meeting/presentation tools; HubSpot and Power BI experience is a plus.
Competencies
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Ability to Thrive in a Remote Environment
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Strong Time Management & Self-Leadership
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Positive attitude and strong work ethic
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Customer-focused mindset
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Strong communication and presentation skills
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Active listening and relationship-building abilities
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Highly Organized and Self-Sufficient
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Adaptable and collaborative team player
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Results-driven with a sense of ownership and initiative
Benefits
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Comprehensive health benefits including medical, dental, and vision coverage
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Company-paid life insurance
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Supplemental insurance options
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Paid Time Off (PTO)
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401(k) retirement plan with company match
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Paid sick leave
Revelation Pharma is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees
