What Account Management contributes to Cardinal Health
Account Management is responsible for cultivating and maintaining on-going 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.
As a member of the Customer Success Team, the Account Manager is an experienced health system advisor, master communicator, problem solver, and on-going 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.
Accountabilities in Role
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
Skills & Capabilities
Demonstrate advanced knowledge of Cardinal Health Pharmaceutical Distribution service
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
Knowledge of both PD/SPD distribution, supply chain and pharmacy solutions
Bachelors degree preferred or equivalent experience
4-6 years experience
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
Completes work independently receives general guidance on new projects
Work reviewed for purpose of meeting objectives
May act as a mentor to less experienced colleagues
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.
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