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What you will be doing

Under general direction of the Manager, Account Services, the Account Services Specialist II (Pharmacy Technician) is responsible for providing comprehensive and consultative services which successfully executes key strategic direction for corporate customer relationship management related to customers defined as Strategic or National Accounts.

This role facilitates cross-functional partnerships within and outside the organization that reinforces a best in class support and services relationship. This role is the support and services relationship owner for designated national/strategic/government accounts, which includes, though is not limited to managing processes in direct support of strategic initiatives. In addition this role directly supports customers through facilitation and consultation of key initiatives to corporate customer base for identification and implementation of various best practices within the customer environment, documenting customer support needs, providing relevant customer and internal-facing reporting/analytics, participating in and facilitation of customer meetings, and proactively supporting customer stock/inventory needs essential to maintaining favorable customer relations.

1. Collaboratively develops and advances relationships with manufacturers and internal partners while providing consultative guidance to corporate customer contacts in support of complex drug shortage issue resolution through the Drug Shortage Program designed to promote patient care.
2. Identifies, evaluates, and documents opportunities and provides solutions to strategic and national customers (health systems, buying groups, GPOs, etc.) related to pricing errors, contract loading, forms and documents follow up, quality assurance, pricing integrity, terms consistency, contract pricing issues , as well as product availability support and stocking requests.
3. Partners with senior sales leadership and account services leadership to create and deliver customer presentations, and resolve customer concerns as needed from Prospect, RFP and QBR activities, including ongoing internal and external stakeholder meetings.
4. Subject matter expert (SME) and support owner for corporate relationship management for customer-facing processes and solutions, from implementation through potential exit (Care, Customer Implementation, Customer Reporting, Operations, Customer Onboarding).
5. Directs customer gap analysis opportunities and activities executed by the senior customer implementation team.
6. Responsible and accountable for SOP activities, including documentation creation and adherence and training though ongoing governance and reporting of compliance.
7. Proactively identifies potential risk(s) associated with initiatives/objectives; implements strategies to mitigate identified risks; manages issue resolution process and reports on results both internal and external.
8. Gathers customer feedback relative to the overall support experience and provides to the appropriate internal stakeholder for review and consideration.
9. Proactively identify potential threats that would place customers at risk; drive escalation and resolution to successful outcome through cross-functional partnerships. Supports allocation, drug shortage, product availability and other relevant activities.
10. Proactively produce, identify and analyze purchasing trends within strategic customer base and escalate to appropriate internal and external stakeholders.
11. Produce and monitor reports such as Allocation, SOA, Market Shortage, and Key Shortage Update for key customers as well as facilitation/coordination of additional reports based on customer requests.
12. Assists customers after the shortage is resolved to move inventory based on needs.
13. Design and deliver designated customer-facing training plan designed to reinforce adherence to level buying practices, allocation and SOA policies at the corporate/GPO level.
14. Must be willing to travel as needed to provide necessary customer support (approx. 15-20%)
15. Performs related duties as assigned.

What your background should look like 

Pharmacy Technician certification and/or relevant IDN experience required. Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year bachelor's degree or equivalent work