Sr. Supervisor, Customer Success - Pharmacy Team - Verity 340B Solutions - Remote

Responsibilities 

• Lead, coach, and develop customer success managers to deliver proactive, consultative 340B account support. 

• Serve as the first escalation point for assigned pharmacy partners, supporting program questions, financial reconciliation, and service solutions. 

• Establish team routines to monitor data metrics, data feed mechanics, system settings, and financial results across assigned accounts. 

• Analyze account performance and guide the team in delivering insights that improve program outcomes and Verity Solutions revenue. 

• Serve as a program training expert for customers and team members, creating plans that strengthen adoption and knowledge of Verity tools. 

• Mentor team members through coaching, feedback, and exposure to complex customer programs to support career development. 

• Model excellent customer service, timely communication, professional business reviews, and consistent performance expectations. 

• Use department tools and Salesforce to document account activity, manage projects, and support team visibility. 

• Partner with internal departments to advocate for customer and team needs and improve tools, processes, and standards. 

• Review timecards, monitor PTO, support performance management, and oversee special projects as assigned. 

Required Qualifications 

• Minimum 6 years of experience in customer support, technical support, SaaS account management, or related customer-facing roles. 

• At least 2 years of experience handling complex customer accounts or mentoring team members. 

• Strong communication skills with the ability to lead difficult conversations and achieve practical outcomes. 

• Seasoned ability to analyze complex data issues, troubleshoot problems, and develop solutions. 

• Advanced Microsoft Office skills, especially Excel, including pivot tables, VLOOKUPs, and data analysis functions. 

• Ability to manage shifting priorities and urgent customer needs in a fast-paced, delivery-focused environment. 

• Demonstrated professionalism, confidentiality, customer focus, and commitment to team member development. 

Preferred Qualifications 

• Bachelor’s degree in Business, Healthcare, or a related field (preferred, not required). 

• Experience working in pharmacy, healthcare, or 340B program environments. 

• Experience using Salesforce or similar client management tools. 

• Experience presenting to customers and C-level leaders remotely or in person. 

• Experience sharing knowledge,