About Intelliguard:

Intelliguard protects patients and hospitals by creating a continuously improving environment of safety around every medication decision through an advanced data platform, interoperable software architecture, and RFID-powered station and cabinets. Ours is a global, data-first company that delivers clinical, supply chain, and regulatory solutions to ensure safety and positive outcomes from supplier to patient.

We continue to expand our product lines and deploy groundbreaking solutions that enable safety across the healthcare supply chain. Join our team of engineers, developers, pharmacy professionals, quality control experts, and commercial team associates as we drive toward breakthroughs every day.

Ours is a history we’re proud of. And our future is one we look forward to. Come join us!

About The Role:

The Sr. Client Success Manager (CSM) will focus on establishing long-term, trusted relationships with Intelliguard clients. They will be responsible for ensuring the adoption, satisfaction, and ongoing success of Intelliguard solutions, while identifying opportunities for upselling and cross selling. This role plays a key part in driving revenue growth, retention, and client advocacy.

The Sr. CSM will develop and execute customer success strategies, ensuring that clients maximize the value of their partnership with Intelliguard. This individual will work proactively with cross-functional teams to drive account health, enhance engagement, and advocate for clients at the executive level.

What You'll Be Doing:

• Client Relationship Management: 
• • Develop and maintain strong, long-term relationships with key clients and executive stakeholders. 
  • Serve as the executive sponsor for high-value strategic accounts, ensuring high-level client satisfaction and engagement.
  • Act as a trusted advisor to clients, understanding their needs and ensuring that Intelliguard delivers impactful solutions. 
• Client Success Strategy & Operations: 
• • Lead the development and execution of the customer success strategies, ensuring clients derive maximum value from the company's products/services and aligning with business objectives.  
  • Implement best-in-class tools and technologies (e.g., CRM, CS platforms) to enable data-driven decision-making and customer success operations and track customer engagement, health scores, and success milestones. 
  • Ensure consistent and effective use of customer success platforms (e.g., CRM, CS tools) to track customer engagement, health scores, and success milestones. 
• Business Growth & Retention: 
• • Identify opportunities for upselling, cross-selling, and expanding client relationships, working closely with the sales team to drive revenue growth. 
  • Analyze client data to spot trends, uncover risks, and develop action plans to improve client retention and loyalty. 
  • Drive the development of service level agreements (SLAs) and ensure they are met or exceeded. 
  • Develop and track customer product usage goals to maximize adoption and long-term value. 
  • Advocate for clients internally, influencing product development and service enhancements. 
• Client Feedback & Continuous Improvement: 
• • Lead client feedback initiatives (surveys, interviews, etc.) and translate client insights into actionable business improvements. 
  • Ensure that customer satisfaction data is collected, analyzed, and acted upon in a timely manner to improve service offerings and processes.
  • Collaborate with sales, product, and support teams to drive continuous service enhancements. 
  • Regularly update clients on new functionality and how it impacts their business. 
• Training, Onboarding & Account Management: 
• • Conduct regular virtual and in-person client visits to assess satisfaction and gather feedback. 
  • Coordinate and host semi-annual business reviews with key accounts to ensure alignment and success. 
  • Deliver ongoing client training and software updates, ensuring smooth adoption and optimal usage. 
  • Work closely with implementation and support teams during times of expansion and issue resolution. 

We Would Love To Hear From You, If:

• 10+ years of experience in client management, customer success, project management, sales or a related field, with a proven track record of leading client-facing teams in a high-growth environment.
• Experience in pharmacy medication management, healthcare technology industry or with similar business models is a plus.
• Strong people management skills with the ability to inspire and motivate a cross-functional team.
• Experience managing complex customer relationships with high-value accounts.
• Proficiency in CRM tools and customer success platforms (Salesforce, Gainsight, HubSpot, etc.).
• Strong analytical skills, with the ability to interpret customer data and make data-driven recommendations.

Why You Should Join Us:

• Generous Paid Time Off (Vacation, Sick, 10 Holidays, Floating Holiday Time) 
• Medical, Dental, Vision Plans 
• 401K with Employer Match 
• Life/AD&D and Long-Term Disability (LTD) 
• Flexible Spending Account (FSA) 
• Voluntary Life/AD&D Optional Plans 
• Pet Plan 
• To play a part in helping hospitals and health systems continuously improve the environment of safety around every medication decision! 

Other Information:

• Travel Expectations: 30-40% travel, domestically and throughout North America. 
• The essential functions of the job are usually performed in an office setting, in an indoor, temperature-controlled environment. The office environment noise level in the work environment is typically low to moderate. While performing the job duties, the employee is regularly required to sit for extended periods, standing and walking intermittently, reach with hands, arms, talk or hear. The employee is required to use office equipment such as a computer, mouse, keyboard, printer
• The employee may sometimes be required to lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus.
• We are committed to providing equal employment opportunities to all qualified individuals. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of the job, we will work with you to provide an appropriate accommodation in accordance with applicable laws.
• *Relocation assistance is NOT available for this role.