Sr. Account Manager Job at Cencora

Job Description

The Sr. Account Manager is responsible for being a Subject Matter Expert for the Account Management team while continuing to develop, maintain long lasting and profitable relationships with large strategic health system customers.

Job Responsibility

Responsible for being a Subject Matter Expert for the Account Management team while continuing to develop, maintain long lasting and profitable relationships with large strategic health system customers
Act as the primary point of contact for the assigned customers
Responsible with understanding the customers’ needs, strategic initiatives, focus on issue resolution and delivering a positive experience for customers
Responsible for partnering with the Health Systems and Specialty Services sales team and shared stakeholders to ensure issue resolution and service is achieved at the customer level
Lead team initiatives and look for opportunities for process improvements and efficiencies for other team members
Focus on current customer value realization, retention, satisfaction, operational / solution adoption, and utilization to achieve operational excellence within the managed customer
Develop and sustain long-term customer relationships while engaging customers at all levels, include senior levels of the customers organization to drive optimal customer experience
Develops and maintains a strong base of working knowledge of the Hospital System customers and markets
Operationalizes customer servicing requirements including serving as a point of escalation
Works with Sales and Account Management team on to proactively develop and implement an annual skill development plan
Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal stakeholders
Plans, executes, problem solve and monitors initiatives that have direct impact to internal functional teams and/or external customers
Proactively identifies best practices/initiatives to scale or apply to other like Health System owned customers to drive growth / improve customer experience
Asked to pilot new programs, solutions, reports, dashboards and initiatives within their current customer segment
Evaluates interaction trends and proactively develops and implements improvement programs
Develops & maintains customer-specific documentation to support account management
Ensure customers are aware of any changes to offerings related to processes and procedures
Develop, lead, and drive operational solutions to customers, solicit feedback and actionable inputs internally/externally
Collaborates with other teams to develop Health System specific initiatives
proactively identifies potentials risk(s)
develops and implements strategies to mitigate identified risks
manages issue resolution process
Prepares and participates in comprehensive customer quarterly business reviews in partnership with sales
Communicate effectively with both internal and external senior-level management
Provides back-up coverage to support Management while they are out of the office and act as a point of escalation for team members
Must be willing to travel (including overnight travel) as required to effectively manage geographic territory
also, must travel to events such as conferences, national and regional sales meetings as required
Act as a mentor and Subject Matter Expert for our new hires and help with facilitating training for our onboarding program
Lead the Sales & Support training rotation program
Performs related duties as assigned

Requirements

Requires broad training in fields such as business administration, project/program management, healthcare management, accounting, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor’s degree or related experience
5+ years of directly related and progressively responsible experience
Previous experience working with Health Systems
Strong verbal and written communication, strategic planning, and project management skills
Ability to communicate effectively both orally and in writing
Analytical and process-oriented mindset
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Strong customer service skills
Demonstrated consultative skills and ability to effectively facilitate groups to consensus
Demonstrates a proactive “can do” attitude
Excellent follow-through skills
Demonstrated project management skills, including the ability to lead, manage, & support multiple projects with diverse scope in a cross-functional environment
Strong interpersonal skills: ability to develop and maintain collaborative working and business relationships
Strong leadership skills and ability to lead a team effectively when asked
Advanced knowledge within the Hospital Systems market

What we offer

Medical
dental
vision care
comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
support for working families
backup dependent care
adoption assistance
infertility coverage
family building support
behavioral health solutions
paid parental leave
paid caregiver leave
variety of training programs
professional development resources
opportunities to participate in mentorship programs
employee resource groups
volunteer activities

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Sr. Account Manager

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