Customer Success Account Manager - West

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 boast tremendous opportunities to grow and apply technical skills to meet organizational needs, empowering talented team members who mentor and uplift others, led by leaders with a  focus on employee development and well-being, dedicated training programs, and a collaborative atmosphere.  

We currently have a career opening for a Customer Success Account Manager.

Time Zone Support

This role will be responsible for supporting a large customer on the West coast and requires one to work traditional Pacific standard time zone hours.

Overview

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 Acute IDN(s). 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.

Account Management is responsible for cultivating and maintaining on-going customer relationships with an assigned set of customers. Provides new and existing customers with the best possible service and recommendations in relation to billing inquiries, service requests, improvements to internal and external processes, and other areas of opportunity. Provides product service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.

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 work traditional Pacific standard time hours.

• Prior experience in a customer facing role.

• Excel VLOOKUP proficiency is required.

• Proven data analytics experience.

• Experience creating, managing and presenting customer reports/business reviews.

• SAP, Salesforce knowledge preferred.

• Customer service mindset.

• Any experience in pharmaceutical distribution is a plus.