Account Manager Retail Acute Dedicated Resource

2 weeks ago

New York, United States Cardinal Health Full time

**Responsibilities**
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 Acute IDN. 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.

**Location**:
New Hyde Park, NY. Combination Onsite & Remote. Required to be onsite 2-3 days per week.

**Accountabilities in Role**
- 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 a Cardinal Health and customer steering committee.
- Provides a comprehensive level of consultative support about products and services provided by Cardinal Health.
- 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 oversees the accuracy of new account setup.
- Provides appropriate level of customer support on complex customer issues.
- The customer advocate and liaison back to the Cardinal Health organization (Field Sales, Customer Service, Generics, Implementation, Contracts, Operations, Transportation, Inventory, and Accounts Payable/disputes, etc) to drive operational excellence and maximize customer loyalty.
- Ability to work across all functional areas representing the Voice of Customer (VoC) to enhance the customer experience.
- Project Management_
- Manages more involved customer transactions with a focus on project initiatives and quality improvement.
- Identify opportunities to improve efficiency while providing flawless transactions, services, and products o SOP/BDP identification and replication throughout customer base as required.
- 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.

**Qualifications**
- Proven experience within Account Management or customer facing roles
- Experience executing in person presentations to customers.
- Knowledge of Pharmaceutical Distribution services.
- Demonstrate ability to problem solve 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.

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