Account Manager - Customer Success

Cardinal Health•New York City, NY

1d•Hybrid

About The Position

As a member of the Customer Success team, this IDN Account Manager is an experienced health system advisor, master communicator, problem solver, and ongoing project manager responsible for the customer relationship with a large, highly visible health system. In this role, you will be responsible for managing the success of the relationship with this high-profile customer to achieve the goals and objectives identified by the customer and Cardinal Health. This responsibility includes identifying, quantifying, qualifying, tracking, and evaluating customer pain points, along with facilitating, developing, and implementing processes that improve overall customer experience. The Account Manager will act as customer advocate and liaison throughout the Cardinal Health organization. We are seeking a candidate who is customer-driven; an entrepreneurial-minded team player that wakes up every day focused on meeting customer needs and working proactively to build long-lasting relationships and sustainable processes and solutions. Location Combination Onsite New Hyde Park, NY & Remote. Required to be onsite 3-5 days per week.

Requirements

Proven experience within Account Management or customer-facing roles
Experience executing presentations to customers in person.
Demonstrate advanced knowledge of Pharmaceutical Distribution service
Demonstrate ability to solve problems and develop key relationships with external and internal customers.
Go-getter, team player, focused on continuous improvement and development.
Strong Analytical and Reporting capabilities.
Strong process management and account management skills.

Nice To Haves

May apply Lean Six Sigma trained skills and methodologies to project initiatives.

Responsibilities

Customer Relationship and contract management
Manages a large IDN customer account portfolio which may require a consultative approach.
Demonstrates deep customer expertise; collaborates with appropriate parties to identify the drivers leading to business success.
Serve as the primary point of contact for the customer at all levels of the organization for problem resolution and project identification; demonstrate advanced knowledge of customer relationship management and operations functions, bridging the gap between sales and support functions.
Communication management, including the ability to manage communication of sensitive situations and/or information in a professional manner.
Facilitate communication between the customer and Cardinal Health regarding service level, product availability, and high-level service issues to ensure greater customer satisfaction and ease of doing business with Cardinal Health.
Communication with Cardinal Health departments and functions (IT, Generics, Finance, SPD, Operations, Transportation, Collections, Drop Ship, Inventory, etc).
Lead cadence calls, committees, and meetings.
Coordination of Cardinal Health and customer steering committee.
Deliver on commitments made during the sales process by operationalizing and owning the terms and conditions of customer agreement to the full extent.
Develop strategic IDN plan in collaboration with manager, inside sales, outside sales, and other cross-functional teams.
Identify critical account management capabilities and customer needs through a deep understanding of business and customer base.
The role will be 50% tactical / 50% project/process improvement.
Issue Resolution
Accountable for the accuracy of account demographics and the accuracy of new account setup.
Provides appropriate level of customer support on complex customer issues.
Ability to work across all functional areas representing the Voice of Customer (VoC) to enhance customer experience.
Project Management
Manages more involved customer transactions with a focus on project initiatives and quality improvement.
May apply Lean Six Sigma trained skills and methodologies to project initiatives.
Identify opportunities to improve efficiency while providing flawless transactions, services, and products
Implements, measures, and evaluates the effectiveness of protocols, programs, or deliverables by comparing measurement results to standards.
Works to understand complex functional situations by breaking them down into smaller pieces creating industry best practices.
Understands the customer PVA with the ability to actively engage the customer and Cardinal Health internal teams to maximize results.
Analytics and Reporting
Create joint value for both Cardinal Health and the customer by: Identifying savings opportunities, capturing data, analyzing data, reporting the savings achieved, and communicating to the customer.
Decreasing reliability on secondary sources by improving service level and product availability.
Leading Business Review preparation and delivery, partnering with sales counterpart as appropriate, with a focus on delivering insights and generating productive conversations around strategic initiatives/partnership.
Analysis of Cardinal Health and customer data to track and sustain continuous improvement for initiatives and routine business needs and provide helpful information for business decisions to both parties.