Client Experience Lead

The Client Experience Lead ensures a smooth, reliable, and high-touch journey for Neighborhood LTC Pharmacy clients from onboarding to long-term partnership, executing onboarding and engagement processes, coordinating with internal teams, and supporting clients and local pharmacy teams.

Requirements

• Coordinate onboarding activities for new provider accounts
• Facilitate kickoff and follow-up onboarding calls with providers, pharmacists, and internal teams
• Serve as the primary point of coordination for onboarding-related questions
• Make vendor integrations live during onboarding
• Conduct scheduled post-onboarding check-ins
• Prepare and support client business reviews
• Monitor client health indicators
• Act as the first point of intake for client questions or concerns
• Triage issues to the appropriate internal teams
• Track recurring issues or themes
• Collaborate with pharmacy teams, operations, billing, and support staff
• Utilize CRM tools like HubSpot to manage onboarding pipelines and client documentation
• Maintain accurate, timely, and complete client records
• Contribute to refining templates, playbooks, and SOPs
• Collect client feedback through surveys and direct interactions
• Summarize onboarding progress, satisfaction trends, and client health indicators
• Support the Director of Client Experience with reporting and insights