Sr. Customer Account Analyst

CSL•Summit, NJ

About The Position

The Senior Customer Account Analyst owns a portfolio of accounts across Retail, Wholesale and Distribution, IDN, and independent and corporate-owned healthcare provider segments. You are the day-to-day contact for those customers & Sales as the individual who knows the accounts inside out. Working within an integrated Customer Operations team that spans Customer Master Data, Order Management, Chargebacks, and Product Returns, you will track contract adherence, distribution patterns, and delivery performance, and use what you find to advise Sales on where to focus. Vaccine distribution runs on a seasonal cycle. Peak season is over the course of 12 intense weeks and execution heavy. The other nine months are when the deeper analysis, account planning, season readiness, process improvement development and execution work get done. Across both, the job is about understanding why accounts behave the way they do, proactively identifying potential issues, chasing recurring problems back to their root cause, driving solutions and building the relationships and account knowledge that keep a portfolio healthy over time. The Customer Operations team owns the customer's operational experience across the order-to-cash lifecycle, protecting contract integrity and ensuring transactional data precision. Operating as a single, connected unit covering Product Returns, Chargebacks, Order Management, and Customer Master Data, the team: Shapes the Customer Experience: Interprets complex commercial policies, drives solutions, and manages reverse logistics to ensure a consistent and trusted customer journey. Advances Customer-Centric Operations: Streamlines processes and leverages systems to remove manual complexity, enabling consistent execution and strong cross-functional alignment. Partners Across the Business: Works closely with Sales, Demand Planning, Logistics, Market Access, and Finance to align on customer strategy and keep commitments to customers. Drives System & Data Integrity: Optimizes core platforms to support accurate pricing, reliable transaction processing, and seamless data flow across the organization.

Requirements

3–5 years in commercial operations, account analysis, product sourcing, or inventory management, including exposure to the order-to-cash cycle.
Comfortable working across billing, pricing, contract, and order data, finding the pattern in it, and saying plainly what you think should happen next.
Microsoft Office with strong Excel, SAP, and Model N experience preferred; exposure to Power BI or similar reporting tools is a plus.
Owned a book of accounts and been the person customers call when trying to resolve challenging problems, possess the ability to independently make decisions while acting as the voice of the customer.
Bachelor's degree in business, marketing, or science discipline, or equivalent relevant experience.
Curious about accounts and want to know why an account behaves the way it does, and will keep pulling at the data until it makes sense rather than closing the ticket in front of you.
Treat your portfolio as yours, know what is going on across it, and follow through instead of passing them along.
Work to identify problems before they arise.
Bring recommendations with reasoning behind them to Sales, not just a status update.
Advocate for an alternative approach when you believe its appropriate.
Build relationships that last, with customers and with the people across Sales, Demand Planning, Logistics, Market Access, Product Returns, Chargeback, and Finance whose help you will need.
Confidently interpret and communicate the meaning of the numbers/analytics to a variety of audiences, including Sales, Finance, stakeholders, customers.
Consistently demonstrate strong prioritization and organizational skills as workload increases.

Nice To Haves

Pharma, vaccine, or regulated healthcare distribution experience helps but is not required.

Responsibilities

Own an assigned book of accounts and get to know how each one purchases contracts, system capabilities, account/network structure and how they perform.
Lead/support I&T efforts to drive efficiencies.
Work directly with customers on questions on pricing, membership, EDI/website solutions, and ad hoc reporting.
Track contract adherence, distribution patterns, and delivery performance across the portfolios.
Understand different customer types, behaviors, and know what normal looks like for each.
Proactively run data quality analysis across billing, shipping, order creation, contract, pricing, and product returns.
Proactively work to identify the root cause of recurring problems, leveraging resources where needed and working toward a solution.
Identify data exceptions in order to plan and execute strategic plans with Sales partners.
Keep the order-to-cash cycle moving for your accounts, from order creation through billing, shipment, and settlement, sorting out exceptions independently.
Proactively identify gaps in processes and recommend opportunities for improvement.
Coordinate with Sales, Demand Planning, Distribution and Logistics, Market Access, Product Returns, and Finance to line up priorities, flag risks early, to mitigate customer impact.
Coordinate with various stakeholders including Sales, Executive Leadership, Demand Planning.