Senior Supervisor, Customer Success – Pharmacy Team

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.

Requirements

• 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.

Core Competencies

Demonstrates expertise in customer success management, with a focus on mentoring, data analysis, and program training. Proficient in utilizing Salesforce and advanced Microsoft Office tools to enhance account performance and team collaboration.

Tools & Technologies

• Salesforce
• Microsoft Office
• Excel
• Data Feed Mechanics
• Verity Tools