Account Manager, Omnicare (Northern California)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

CVS Health has a powerful purpose – “Helping people on their path to better health.”  To enable this purpose, we have several initiatives, existing and new, that are re-inventing pharmacy and enabling better health outcomes.  In Omnicare, we support our company’s purpose by delivering practical and innovative solutions to address the needs of continued care communities. This critically important role is responsible for managing local client relationships.  This role will report to a District Manager of Omnicare Account Management and will manage and develop the client relationship as the liaison between clients and the enterprise. Account Managers are responsible for the day-to-day client support activities, as well as working to retain and expand existing business, serving as the key point of contact for driving customer satisfaction.

The Account Manager will have the opportunity to impact our business in the following ways:

• Build strong client relationships by consistently delivering client interactions that develop trust and show value.
• Attend client meetings as needed within LTC (long-term care) facilities.
• Develop cadence of regular, proactive client meetings to establish strong connectivity with key stakeholders; deliver quarterly Executive Reviews to facility leadership to review business deliverables and evaluate new opportunities.
• Identify at-risk accounts and consult with internal partners to assist with development of action plans to address customer risks and opportunities; update customer on progress.
• Manage routine client support activities and resolution of routine-to-complex client issues and requests.  Answer client questions over the phone or in person with LTC facilities.
• Partner with Key Account team to deliver initiatives at facility level for National and Regional accounts.
• Assess client needs by partnering with facility leadership and present Omnicare value proposition for new products and services to grow base.
• Manage facility expectations of contractual covenants.
• Deliver non-clinical facility training and support new program implementation.
• Assist District Manager on all contract renewals within assigned book of business.
• Responsible for activities associated with onboarding new facilities, such as collection of resident information and medical records; scheduling, attending, and some facilitation of facility staff training; informing pharmacy of facility needs; serving as single point of contact for facility throughout onboarding process.
• Operate with strong business acumen and industry knowledge, remaining conscious of industry trends.

Required Qualifications

• 2+ years of customer-facing experience.
• Must reside in reside in northern California.
• Ability to work some evenings & weekends, based upon client needs.
• Ability to travel up to 50% of the time within northern California and northern Nevada.
• Demonstrated proficiency with CRM (Customer Relationship Management) systems, including Salesforce.

Preferred Qualifications

• Previous experience in a long-term care or pharmaceutical setting.
• Established success in client/account management field.
• Excellent customer service skills, with the ability to discern between consultative and solution-oriented approaches.
• Proven success utilizing project management skills; ability to track and manage issues, ensure the right teams are engaged, and facilitate comprehensive and timely issue resolution.
• Ability to strategically and creatively solve problems when dealing with a multitude of variables, particularly where standard resolutions do not exist.
• Track record of performing under pressure, adapting to changing dynamics, and finding solutions that lead to client satisfaction.
• Effective presentation skills with the ability to make group presentations to promote client satisfaction, retention, and upsell opportunities.
• Knowledge of Microsoft Office Suite, with a focus on Excel, PowerPoint, Word, Outlook, and Web applications.

Education

• Bachelor’s Degree or equivalent experience (4 years of relevant experience + high school diploma or GED).

Anticipated Weekly Hours