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Customer Success Account Manager

1 month ago

Tallahassee, United States Cardinal Health Full time

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. Travel Requirement This role will be supporting a client in Charlottesville, VA.For those local to the area there will be a requirement to be onsite twice per week. For those not local there will be a requirement of overnight travel to Charlottesville, VA twice per month for 1-2 days. Overview 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. This responsibility includes identifying, quantifying, qualifying, tracking, and evaluating customer pain points and for facilitating, developing, designing, and implementing processes that improve overall customer experience. The Account Manager will also act as customer advocate and liaison back into Cardinal Health organization (field sales, customer service, implementation, contracts, operations). We are seeking a candidate who is customer-driven; an 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. Responsibilities 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 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 customer support by explaining products/services. 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. May apply Lean Six Sigma trained skills and methodologies to project initiatives. 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 Prior experience in a customer-facing role Experience communicating, presenting in front of business leaders Proven account management experience. Excellent communication skills Analytics – proficient in excel Excellent organizational skills Strong communication skills 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. Work reviewed for purpose of meeting objectives. 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