HS&SS Sr. Account Manager

Cencora

11d

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! Job Details The Sr. Account Manager is responsible for being a Subject Matter Expert for the Account Management team while continuing to develop, maintain long lasting and profitable relationships with large strategic health system customers. This position will act as the primary point of contact for the assigned customers where they will be responsible with understanding the customers’ needs, strategic initiatives, focus on issue resolution and delivering a positive experience for customers. This role will be responsible for partnering with the Health Systems and Specialty Services sales team and shared stakeholders to ensure issue resolution and service is achieved at the customer level. As a Sr. Account Manager, they will be asked to lead team initiatives and look for opportunities for process improvements and efficiencies for other team members. With a focus on current customer value realization, retention, satisfaction, operational / solution adoption, and utilization to achieve operational excellence within the managed customer. Develop and sustain long-term customer relationships while engaging customers at all levels, include senior levels of the customers organization to drive optimal customer experience. Develops and maintains a strong base of working knowledge of the Hospital System customers and markets through the use of training, mentorship, display of market/customer business curiosity, industry information and company literature. Operationalizes customer servicing requirements including serving as a point of escalation not only for their customers and team members. Works with Sales and Account Management team on to proactively develop and implement an annual skill development plan which results in ongoing improvement in the teams’ skills, programs, service, solution and customer knowledge. Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal stakeholders to effectively service the customer. Plans, executes, problem solve and monitors initiatives that have direct impact to internal 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. Asked to pilot new programs, solutions, reports, dashboards and initiatives within their current customer segment to identify gaps, training plan and iniative feedback before rolling out to the broader team. 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, ABForce, 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., ABCOrder, ISO, Cart Optimization, Tote Consolidation) Collaborates with other teams to develop Health System specific initiatives; proactively identifies potentials risk(s); develops and implements strategies to mitigate identified risks; manages issue resolution process. Prepares and participates in comprehensive customer quarterly business reviews in partnership with sales by providing financials, iniative 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 Management while they are out of the office and act as a point of escalation for team members to help strategize through difficult customer scenarios. 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. Act as a mentor and Subject Matter Expert for our new hires and help with facilitating training for our onboarding program. Lead the Sales & Support training rotation program where they will be responsible for drafting the training rotation, hosting mentor sessions, peer networking and asked to allow the trainee to shadow their day-to-day work. Performs related duties as assigned

Requirements

• Requires broad training in fields such as business administration, project/program management, healthcare management, accounting, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor’s degree or related experience
• 5+ years of directly related and progressively responsible experience
• Previous experience working with Health Systems
• Strong verbal and written communication, strategic planning, and project management skills
• Ability to communicate effectively both orally and in writing; able to present information professionally and effectively to customers, associates, and management
• 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 customer 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
• Demonstrated project management skills, including the ability to lead, manage, & support multiple projects with diverse scope in a cross-functional environment
• Experience in organizing, planning, and executing projects from vision through implementation
• Strong interpersonal skills: ability to develop and maintain collaborative working and business relationships
• Strong leadership skills and ability to lead a team effectively when asked

Responsibilities

• being a Subject Matter Expert for the Account Management team
• develop, maintain long lasting and profitable relationships with large strategic health system customers
• act as the primary point of contact for the assigned customers
• understanding the customers’ needs, strategic initiatives, focus on issue resolution and delivering a positive experience for customers
• partnering with the Health Systems and Specialty Services sales team and shared stakeholders to ensure issue resolution and service is achieved at the customer level
• lead team initiatives and look for opportunities for process improvements and efficiencies for other team members
• focus on current customer value realization, retention, satisfaction, operational / solution adoption, and utilization to achieve operational excellence within the managed customer
• Develop and sustain long-term customer relationships while engaging customers at all levels, include senior levels of the customers organization to drive optimal customer experience
• Develops and maintains a strong base of working knowledge of the Hospital System customers and markets through the use of training, mentorship, display of market/customer business curiosity, industry information and company literature
• Operationalizes customer servicing requirements including serving as a point of escalation not only for their customers and team members
• Works with Sales and Account Management team on to proactively develop and implement an annual skill development plan which results in ongoing improvement in the teams’ skills, programs, service, solution and customer knowledge
• Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal stakeholders to effectively service the customer
• Plans, executes, problem solve and monitors initiatives that have direct impact to internal 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
• Asked to pilot new programs, solutions, reports, dashboards and initiatives within their current customer segment to identify gaps, training plan and iniative feedback before rolling out to the broader team
• 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, ABForce, 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., ABCOrder, ISO, Cart Optimization, Tote Consolidation)
• Collaborates with other teams to develop Health System specific initiatives; proactively identifies potentials risk(s); develops and implements strategies to mitigate identified risks; manages issue resolution process
• Prepares and participates in comprehensive customer quarterly business reviews in partnership with sales by providing financials, iniative 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 Management while they are out of the office and act as a point of escalation for team members to help strategize through difficult customer scenarios
• 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
• Act as a mentor and Subject Matter Expert for our new hires and help with facilitating training for our onboarding program
• Lead the Sales & Support training rotation program where they will be responsible for drafting the training rotation, hosting mentor sessions, peer networking and asked to allow the trainee to shadow their day-to-day work
• Performs related duties as assigned

Benefits

• medical
• dental
• vision care
• backup dependent care
• adoption assistance
• infertility coverage
• family building support
• behavioral health solutions
• paid parental leave
• paid caregiver leave
• training programs
• professional development resources
• mentorship programs
• employee resource groups
• volunteer activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level