Account Retention Specialist

 

Main characteristics

Location

Houston, Texas

Company

Empower Pharmacy

Industry

Cleaning

Job summary

Position Summary:
The Account Retention Specialist is responsible for the account retention and overall customer success of Empower Pharmacys current customers and clients This role involves cross functional work with sales and marketing to help identify and execute retention strategies to reduce revenue loss. The Account Retention Specialist will partner with Empower Pharmacys Sales teams, Marketing and other department specialists to ensure providers receive in-depth product information, responses to pricing inquires, and resolution to any problems or service issues.

Duties and Responsibilities:
Nurtures the development of opportunities by working with sales and marketing on educating clients on products to promote retention and increase pharmacy sales.

Builds and maintains a rapport with past and current clients by regular check-ins and staying up to date on their progress and challenges.

Investigates, tracks, and analyzes account revenue loss to identify customer retention needs and offers solutions to bridge the gaps.

Develops and implements strategies to maximize customer satisfaction and retention.

Proactively researches existing customers to understand their needs, address any issues or concerns, and provide personalized solutions to ensure their ongoing satisfaction.

Enters all prospective client information in the CRM and maintains each CRM profile with detailed and accurate information.

Collaborates with marketing and sales teams to develop campaigns and initiatives to promote Empower Pharmacys products and to improve customer retention.

Works closely with the Sales Representatives, Account Managers and Customer Service teams to identify accounts who have declining sales to gather information such as incidents reported to the Customer Services teams which may have lead to the loss of business.

Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is required on a daily basis to analyze and interpret data, communicate and to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Knowledge and Skills:
In-depth understanding of company services and their position in the industry: pharmaceutical products, compounding, and specific clinical treatments preferred.

Strong computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).

Ability to type a minimum of 45 words per minute.

Self-motivated and self-directed.

Key Competencies

Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.

Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.

Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.

Resourcefulness: Secures and deploys resources effectively and efficiently.

Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.

Ensures Accountability: Holds self and other accountable to meet commitment.

Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.

Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Experience and Qualifications:
Bachelors degree in business, communications, science or in a related field or equivalent (4 years) experience in retention services, customer service, sales, outbound call center or related administration experience.

CRM/Salesforce experience required.

Experience with PowerBI, preferred.

Benefits:
No-Cost Medication: Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.

Onsite Health & Wellness IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.

Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.

Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.

Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.

Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.

Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.

FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).

401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.

Company Paid Long-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.

Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.

Rewards & Recognition Program: Your hard work doesn't go unnoticed enjoy rewards and recognition beyond your paycheck.

Additional Voluntary Benefits

Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.

Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.

Critical Illness: Protect your finances from the expenses of a serious health issue.

Short-Term Disability: Protect your income during illness or injury with short-term disability coverage.

Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.

Legal Services: Access professional legal assistance to address concerns confidently.

Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.

Pet Insurance: Care for your furry family members with our pet insurance coverage.

Employee Assistance Program: Confidential counseling and support services for a holistic approach to your well-being.