HS&SS Account Manager-3

Cencora•USA > PA > Remote, PA

1d•Hybrid

About The Position

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today! Develop and sustain long-term customer relationships while engaging customers at all levels, including senior levels of the customer's organization to drive optimal customer experience. Operationalizes customer servicing requirements including serving as a point of escalation. Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal Cencora stakeholders to effectively service the customer. Plans, executes, problem solves, and monitors initiatives that have direct impact to internal Cencora functional teams and/or external customers (e.g., onboarding/offboarding, conversion activities, and process/policy/technology changes). Proactively identifies best practices/initiatives to scale or apply to other like Health System owned customers to drive growth / improve customer experience. Evaluates interaction trends and proactively develops and implements improvement programs. Develops & maintains customer-specific documentation to support account management (e.g., operations manuals, account profiles, customer contacts, SalesForce, Altify etc.). Ensure customers are aware of any changes to offerings related to processes and procedures, including operation and business management changes. Develop, lead, and drive operational solutions to customers, solicit feedback and actionable inputs internally/externally based on the initiative. (e.g., Cencora’s Distribution Ordering Platform , ISO, Cart Optimization, Tote Consolidation, Cencora Connect) Collaborates with other teams to develop Health System specific initiatives; proactively identifies potential risk(s); develops and implements strategies to mitigate identified risks; manages issue resolution process. Prepares commercial operations presentation segment and participates in comprehensive customer quarterly business reviews in partnership with sales by providing financials, initiative milestones, and service metrics. Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate initiatives/milestones. Provides back-up coverage to support team members while they are out of the office. Must be willing to travel (including overnight travel) as required to effectively manage geographic territory; also, must travel to events such as conferences, national and regional sales meetings as required.

Requirements

Ability to communicate effectively both orally and in writing; able to present information professionally and effectively to customers, associates, and management.
Lead strategic planning initiatives and manage projects to ensure alignment with business objectives, successful execution, and measurable outcomes in a cross-functional environment
Working knowledge of artificial intelligence (AI) tools and emerging technologies, with the ability to apply them to enhance business processes and operational efficiency
Analytical and process-oriented mindset
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Strong customer service skills able to courteously interact with customers to ensure a positive customer experience.
Demonstrated consultative skills and ability to effectively facilitate groups to consensus; ability to create trust and confidence quickly.
Demonstrates a proactive “can do” attitude.
Excellent follow-through skills
Strong interpersonal skills: ability to develop and maintain collaborative working and business relationships

Responsibilities

Develop and sustain long-term customer relationships while engaging customers at all levels, including senior levels of the customer's organization to drive optimal customer experience.
Operationalizes customer servicing requirements including serving as a point of escalation.
Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal Cencora stakeholders to effectively service the customer.
Plans, executes, problem solves, and monitors initiatives that have direct impact to internal Cencora functional teams and/or external customers (e.g., onboarding/offboarding, conversion activities, and process/policy/technology changes).
Proactively identifies best practices/initiatives to scale or apply to other like Health System owned customers to drive growth / improve customer experience.
Evaluates interaction trends and proactively develops and implements improvement programs.
Develops & maintains customer-specific documentation to support account management (e.g., operations manuals, account profiles, customer contacts, SalesForce, Altify etc.).
Ensure customers are aware of any changes to offerings related to processes and procedures, including operation and business management changes.
Develop, lead, and drive operational solutions to customers, solicit feedback and actionable inputs internally/externally based on the initiative. (e.g., Cencora’s Distribution Ordering Platform , ISO, Cart Optimization, Tote Consolidation, Cencora Connect)
Collaborates with other teams to develop Health System specific initiatives; proactively identifies potential risk(s); develops and implements strategies to mitigate identified risks; manages issue resolution process.
Prepares commercial operations presentation segment and participates in comprehensive customer quarterly business reviews in partnership with sales by providing financials, initiative milestones, and service metrics.
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate initiatives/milestones.
Provides back-up coverage to support team members while they are out of the office.
Must be willing to travel (including overnight travel) as required to effectively manage geographic territory; also, must travel to events such as conferences, national and regional sales meetings as required.