Job Description Summary

The Care Continuum Customer Account Manager is responsible for driving positive customer experience through a blend of technical and business acumen. The ideal candidate will be a results-oriented individual who thrives in a fast-paced environment, enjoys working on multiple projects and is extremely detail oriented. Timely customer communication, problem solving, technology application, consultation, project management, data analysis and the ability to work effectively with other MedBank and partner teams is essential. The Customer Account Manager leverages high functional expertise in workflow, system health and technical aspects of Medication Management Systems, enhancing the credibility of recommendations to Pharmacy, Nursing, and Information Technology stakeholders. The Customer Account Manager serves as mentor to other internal team members and provides peer support to the MedBank Care Continuum Professional Services and Support teams. The Customer Account Manager proactively facilitates appropriate escalation to leadership with the exceptional leadership skills needed to influence, manage change, coach and advise with ability to activate cross functional teams. Customer Account Managers participate in continuous improvement initiatives and development of training, processes and tools. Home-based position with travel.

Job Description

We are the makers of possible 

 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

Responsibilities

The overall responsibilities of the Customer Account Manager include:

• Facilitate and lead customer business reviews, remote technical calls, provide troubleshooting strategies, recommendations for process improvement and drive best practice.

• Remotely assesses, implement and support hardware system level configuration, security, remote access and overall system health

• Interpret and make recommendations to pharmacy and clinical pre-implementation assessments to ensure the technical solution is integrated with future state design

• Provide technical guidance and strategies in support of pre-sale, transition to support, post implementation review engagements and management of implementation documentation and methodologies in accordance with governance practices

• Demonstrate high functional knowledge of multiple established BD Medication Systems Dispensing products, complex implementation methodologies and tools or equivalent industry standards

• Establish strong relationships at all levels within BD, client and prospect facilities

• Maintain strong industry and product knowledge

• Manage time and resources effectively to meet company objectives

• Monitor and control expenses in alignment with budget

• Support a strong team environment, culture of teamwork, collaboration, continuous improvement and customer excellence

Skills, Duties and Tasks particular to the job:

To meet the expectations of this role, the candidate must be able to demonstrate:

• Proven customer relationship-building skills conducive to retaining long term business relationships accompanied by strong professional verbal / written communication skills, follow through and administrative accountability

• An understanding of complex long term care and non-acute level pharmacy/clinical workflow processes

• Broad IT expertise/mastery of complex technical concepts, IT & pharmacy system integration, clinical device settings and active directory.

• Critical thinking and ability to influence customers to adopt improvements  and efficiencies to workflow

• Proven technical problem solving and troubleshooting skills

• Proven ability to serve as a Subject Matter Expert providing consulting for training development

• Healthcare project and support experience and thorough working knowledge of management methodologies and relevant clinical and IT operations

• Ability to manage complex and multi-faceted customer issues and relationships

• Ability to absorb strategic product roadmap and articulate high level vision with customer stakeholders

• Change L