Customer Success Account Manager

*This role has an onsite requirement of (minimum) 2 times per week in the Sioux Falls, South Dakota area*

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.

Overview

As a member of the Customer Success team, this IDN Account Manager is an experienced health system advisor, master communicator, problem solver, and ongoing project manager responsible for the customer relationship with a large, highly visible Acute IDN. In this role, you will be responsible for managing the success of the relationship with this high-profile customer to achieve the goals and objectives identified by the customer and Cardinal Health.

This responsibility includes identifying, quantifying, qualifying, tracking, and evaluating customer pain points and for facilitating, developing, designing, and implementing processes that improve overall customer experience. The Account Manager will also act as customer advocate and liaison back into Cardinal Health organization (field sales, customer service, implementation, contracts, operations). We are seeking a candidate who is customer-driven; an 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.

Location/Travel:

Required to be onsite in Sioux Falls, South Dakota at a minimum of 2 times per week.

Responsibilities

Customer Relationship and contract management

• Designated Account Manager for NPPC (Northern Plains Premier Collaborative)

• Manages a large IDN customer account portfolio which may require a consultative approach.

• Demonstrates deep customer expertise; collaborates with appropriate parties to identify the drivers leading to business success.

• Serve as the primary point of contact for the customer at all levels of the organization for problem resolution and project identification; demonstrate advanced knowledge of customer relationship management and operations functions, bridging the gap between sales and support functions.

Communication management, including the ability to manage communication of sensitive situations and/or information in a professional manner.

• Facilitate communication between the customer and Cardinal Health regarding service level, product availability, and high-level service issues to ensure greater customer satisfaction and ease of doing business with Cardinal Health.

• Communication with Cardinal Health departments and functions (IT, Generics, Finance, SPD, Operations, Transportation, Collections, Drop Ship, Inventory, etc).

• Lead cadence calls, committees, and meetings.

• Coordination of a Cardinal Health and customer steering committee.

• Provides a comprehensive level of consultative support about products and services provided by Cardinal Health.

• Deliver on commitments made during the sales process by operationalizing and owning the terms and conditions of customer agreement to the 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 a deep understanding of business and customer base.

• The role will be 50% tactical / 50% project/process improvement.

Issue Resolution

• Accountable for the accuracy of account demographics and oversees the accuracy of new account setup.

• Provides appropriate level of customer support on complex customer issues.

• The customer advocate and liaison back to the Cardinal Health organization (Field Sales, Customer Service, Generics, Implementation, Contracts, Operations, Transportation, Inventory, and Accounts Payable/disputes, etc) to drive operational excellence and maximize customer loyalty.

• Ability to work across all functional areas representing the Voice of Customer (VoC)