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Customer Success Account Manager
3 months ago
Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a global, integrated healthcare services and products company connecting patients, providers, payers, pharmacists, and manufacturers for integrated care coordination and better patient management. Backed by nearly 100 years of experience, with more than 40,000 employees in nearly 60 countries, Cardinal Health ranks among the top 20 on the Fortune 500. We currently have a career opening for a Customer Success Account Manager. This role is fully remote and will support Central time zone customers only. Travel Requirement: The role has an overnight travel requirement of twice per year and a maximum of four times per year to the Southcentral region (Texas, Nebraska, Iowa). What Account Management contributes to Cardinal Health: Account Management is responsible for cultivating and maintaining ongoing customer relationships with an assigned set of customers. Provides new and existing customers with the best possible service and recommendations in relation to billing inquiries, service requests, improvements to internal and external processes, and other areas of opportunity. Provides product service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Responsibilities: As a member of the Customer Success Team, the Account Manager is an experienced health system advisor, master communicator, problem solver, and ongoing project manager responsible for customer relationship with Acute IDN(s). 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. Customer Relationship and Contract Management: 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. Serve as primary point of contact for customer at all levels of the organization; demonstrate advanced knowledge of customer relationship management and operations functions, bridging the gap between sales and support functions. Own communication between the customer and Cardinal Health ranging from service issues to leading cadence calls. Lead Business Review preparation and delivery, partnering with sales counterpart as appropriate, with 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. 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). Accountable for accuracy of account demographics and oversees accuracy of new account setup. 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. Qualifications: 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. Strong analytical and reporting capabilities. Strong process management and account management skills. Ability to lead and manage both internal team members and external customers in a complex matrix environment. Knowledge of pharmaceutical distribution, supply chain, and pharmacy solutions is a plus. What is expected of you and others at this level: Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects. May contribute to the development of policies and procedures. Works on complex projects of large scope. Develops technical solutions to a wide range of difficult problems. Solutions are innovative and consistent with organization objectives. Completes work independently and receives general guidance on new projects. Work reviewed for purpose of meeting objectives. May act as a mentor to less experienced colleagues. Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply. Cardinal Health supports an inclusive workplace that values diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law. #J-18808-Ljbffr