Supervisor Account Management

Cardinal Health

1d•Onsite

About The Position

As a member of the Customer Success Team, the Supervisor is an experienced health system advisor, master communicator, problem solver, and on-going project manager responsible for the corporate office relationship with aggregate group Acute IDN(s) under a customer success Manager. This individual is a customer driven, 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.

Requirements

Pharmaceutical Distribution Account Management experience of at least 2 years.
Experiencing executing business presentations and working with IDN leadership.
Demonstrate advanced knowledge of Cardinal Health Pharmaceutical Distribution service.
Knowledge of both PD/SPD distribution, supply chain and pharmacy solutions
Experience taking internal opportunities to lead team projects, participate in cross-functional projects (ex: kaizen, team calls, reporting initiatives)
Strong communication skills
Demonstrate ability to problem solve and develop key relationships with external and internal customers.
Go-getter, team player, focused on continuous improvement and development.
Ability to identify needs, take action and manage projects (keeping insight the systemic issue)
Strong Analytical and Reporting capabilities
Strong process management and account management skills
Lead and manage both internal team members and external customers in a complex matrix environment

Responsibilities

Corporate Customer Relationship and contract management
Will have direct reports and supports corporate relationships with multiple, large IDN customer accounts.
Demonstrates deep customer expertise; collaborates with corporate offices to identify the drivers leading to business success.
Partner with management and leaders of other teams to contribute to organizational success of customer relationship.
Develops an elite team by training and coaching the professional development of account managers.
Handle sensitive situations and/or information in a professional manner.
Deliver on commitments made during sales process by operationalizing and owning the terms and conditions of customer agreement to 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 deep understanding of business and customer base.
Own communication between the customer and Cardinal Health ranging from service issues to leading cadence calls.
Support direct reports in leading the preparation and delivery of Business Reviews, including facilitating their partnership with sales counterparts to ensure a focus on delivering insights and generating productive conversations around strategic initiatives/partnership.
Responsible for execution to customer agreement, including reporting of performance measurements, identification of savings opportunities, reporting the savings achieved and communicating back to customer; validates MMP and rebate calculations and delivers results.
The role will be 40% team leadership / 40% tactical / 20% project/process improvement.
Issue Resolution/Project Management
Responsible for identifying, quantifying, qualifying, tracking, and evaluating customer pain points and for facilitating, developing, designing, and implementing processes that improve overall customer experience.
Act as customer advocate and liaison back into Cardinal Health organization (sales, customer service, implementation, contracts, operations).
Ensures that customers have a positive experience; commits to meet or exceed customer expectations.
Provides appropriate level of customer support on complex customer issues.
Manages more involved customer transactions with a focus on project initiatives and quality improvement.
Implements, measures, and evaluates the effectiveness of protocols, programs, or deliverables.
Compares measurement results to standards.
Identify opportunities to improve efficiency while providing flawless transactions, services and products.
Analytics and Reporting
Responsible for execution to customer agreement, including reporting of performance measurements, identification of savings opportunities, reporting the savings achieved and communicating back to customer.
Reporting of performance measurements to track and sustain continuous improvement for initiatives and routine business needs.