Account Support Manager

 

Account Support Manager

 

Key Responsibilities

Account Management – 85%

Account Management

• Develop working knowledge of supply chain services lines of business and (solutions) products to include; 1) contract portfolio offerings in non-pharmacy, pharmacy, and food, 2) committed and aggregation programs, 3) strategic supplier relationships relevant to customers

• Supports account planning process and assists with the development of an outcome improvement plan at each member.  Ensures plans are updated monthly with identified and implemented savings and shared with account team

• Position Premier as a strategic partner and be viewed as a trusted advisor by key member contacts:

  • Work with account team to understand member’s strategy, goals, and key performance indicators (i.e., savings and performance goals.) Specifically, understanding organizational goals (savings, performance goals, etc.)

• Participates in strategic account planning in conjunction with Account Executive and other customer stakeholders

• Work with account team to provide meaningful / target audience appropriate savings and financial updates for inclusion in Quarterly Business Reviews and recurring update meetings

• Cultivate relationships with supply chain services and business lines, including dietary, Rx, purchased services.  Generate leads for account growth to meet FY-Fiscal Year revenue targets

  • Drive contract penetration via savings opportunity analytics and presentations

  • Drive uptake on Purchased Service, Rx and Dietary contracting by developing relationships across member organizations

  • Coach members on value of utilizing Premier contracts, products, and services

  • Manage strategic supplier and partner relationships

• Maintain a thorough understanding of all the revenue driving and value add products and services offered to the membership

• Become a proficient user of supply chain related tools, focusing on the timeliness and accuracy of customer data and analytics.  Develop a working knowledge of customer data to optimize interpretation of analyses.

• Ongoing support of analytics that are in alignment with contract roll out and members’ supply chain plan

• Management of member rostering of entities and critical customer attributes

• Effectively manage issues with member and supplier customers to:

  • Collect and document issues

  • Probe and scale for urgency

  • Resolve, communicate, or escalate to Account Executive and stakeholders along with recommendations

• Educate customers on how to run reports, perform analysis, and identify opportunities in conjunction with client services if appropriate

• Participate in the development of new and innovative approaches to maximize customer value/satisfaction and grow the business.

Administrative – 10%

Administrative

• Ensure smooth and effective operations between company and member

• Update monitoring and tracking tools, administrative reports such as salesforce.com, time and expense reports

• Represents the interests of Client Management internally in a variety of settings within and outside of the business group

• Make presentations regarding results and value (primarily, but not exclusively supply chain) as appropriate at conferences, workshops, board retreats, etc.

• Participate in cross functional teams across Premier business unit’s zone operations teams as requested

• Understand organizational structure and all product and services offerings

Project Management – 5%

Project Management

• Assist with product implementation service delivery (overall project management)

• Work with implementation teams to understand project plan and work plan details including timelines, tasks, resources, etc. to assist with successful implementation with the customer

• Work with key stakeholders to understand project requirements and expectations

• May Lead problem resolution to ensure customer expectations are met  

​Required Qualifications

Work Experience:

Years of Applicable Experience - 5 or more years

Education:

High School Diploma or GED (Required)

 

Preferred Qualifications