Customer Success Account Manager
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.TravelTravel is required to Eastern and Central time zones. Implementation travel schedule will vary, expect increased travel in early December 2024 and April 2025 for on site support. Quarterly travel for business reviews expected thereafter. Approximate travel estimate of 25%.LocationFully remoteOverviewAccount Management is responsible for cultivating and maintaining on-going customer relationships with an assigned set of customers while facilitating renewals when applicable. Provides new and existing customers with the best possible service and recommendations in relation to maximizing PVA compliance with Partners Cooperative, Vizient GPO, and its members, supporting a team and their customers’ escalations in various Cardinal related service requests, and improvements to internal and external processes. 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 healthcare Integrated Delivery Networks (IDN). 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.Responsibilities
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
Willingness to travel to Eastern and Central time zones.
Prior customer facing experience required.
Proven experience presenting in front of business leaders
Pharmacy experience or overall pharma operations understanding is required.
Ability to problem solve and develop key relationships with external and internal customers
Excellent organizational skills
Strong Analytical and Reporting capabilities
Strong process management and account management skills
Experience building relationships via the virtual world as well as in person is a must.
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
Anticipated pay range: $65,500 - $98,175Bonus eligible: NoBenefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
Medical, dental and vision coverage
Paid time off plan
Health savings account (HSA)
401k savings plan
Access to wages before pay day with myFlexPay
Flexible spending accounts (FSAs)
Short- and long-term disability coverage
Work-Life resources
Paid parental leave
Healthy lifestyle programs
Application window anticipated to close: 10/7/2024 if interested in opportunity, please submit application as soon as possible.The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.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.To read and review this privacy notice click here (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)