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Customer Success Manager

PharmChek® Division, PharmChem, Inc.

June 12, 2024

PharmChem, Inc., based in Fort Worth, TX, holds the worldwide marketing, sole distribution, and manufacturing rights to the FDA-cleared PharmChek® Drugs of Abuse Sweat Patch and related laboratory services. PharmChek® is a drug testing device that utilizes sweat as the specimen source to detect drugs of abuse.

Position Description

PharmChem, Inc. is seeking a Customer Success Manager to add to our team. Priority will be given to candidates with a working knowledge of drug testing, community supervision, treatment/specialty courts, and state/federal probation and parole. This is a great opportunity to join a growing company of hard-working professionals in a friendly, team-centered work environment. As a Customer Success Manager (CSM), you will be the primary point of contact for our new and legacy customers, ensuring their success and satisfaction with our products and services. You will play a critical role in fostering strong relationships, driving product adoption, and maximizing the value customers receive from our offerings. This position requires occasional travel to conferences, onsite meetings, and year-end company development training. The ideal candidate is a proactive problem solver with excellent communication skills and a passion for helping customers succeed.

Key Responsibilities

The successful candidate will report to the Director of Customer Success and be responsible to:

  • Guide new customers through the onboarding process, ensuring a smooth and efficient transition.
  • Build and maintain strong, long-lasting relationships with customers, serving as their trusted advisor.
  • Drive product adoption by educating customers on features and best practices, helping them realize the full potential of our solutions.
  • Act as the voice of the customer within the company, providing feedback to improve our product, lab services, and customer experience.
  • Maintain a deep understanding of our products and services and effectively communicate their value propositions to clients.
  • Proactively identify and resolve customer issues, coordinating with technical support, logistics, and other teams as necessary.
  • Develop and execute customer success plans tailored to each customer's goals and objectives.
  • Track and analyze key performance indicators (KPIs) to measure customer success and inform strategies for improvement.
  • Work closely with the business development team to ensure a seamless customer experience.
  • Ensure customer satisfaction and retention by addressing needs and concerns promptly and effectively.
  • Manage and update the sales pipeline using CRM software, ensuring accurate forecasting, and reporting.
  • Facilitate technology training, give presentations, and provide customer service and support to customers.

Knowledge, Skills, and Abilities

The ideal candidate must have strong written and oral communication skills, the foresight to prioritize assignments, the capacity to manage assigned projects, and the aptitude to work independently and effectively within a small company. The ideal candidate will be skilled in navigating Microsoft Office Programs and display a readiness to learn other reporting functions and internal software.

Key Personal Attributes

The successful candidate will present a customer-centric mindset with a passion for helping others, be proactive, results-driven, and self-motivated, and work collaboratively with cross-functional teams.

Compensation, Benefits & Location

Competitive base salary + commission and incentives, 401(k) with company match, open PTO, holidays, employee & family health, dental, vision, and life insurance offered.

Job Closing Date

June 20, 2024 - 5 PM CDT

Please submit your resume and cover letter to Kerri Wagner, CRO,

Honesty and integrity are important attributes at PharmChem, Inc. and we specifically seek a candidate with a desire to advance within our growing company, and who strives to work as part of a small team.

PharmChem, Inc. performs background checks and drug testing on all new employees.