[Remote] HS&SS Account Manager-3

Note: The job is a remote job and is open to candidates in USA. Cencora is an innovative company focused on creating healthier futures. The HS&SS Account Manager is responsible for developing and maintaining long-term customer relationships, operationalizing customer servicing requirements, and driving initiatives that enhance customer experience.

Responsibilities

• Develop and sustain long-term customer relationships while engaging customers at all levels, including senior levels of the customer's organization to drive optimal customer experience
• Operationalizes customer servicing requirements including serving as a point of escalation
• Understands customer-specific nuances and ensures internal teams have knowledge needed to drive alignment between the customer and internal Cencora stakeholders to effectively service the customer
• Plans, executes, problem solves, and monitors initiatives that have direct impact to internal Cencora functional teams and/or external customers (e.g., onboarding/offboarding, conversion activities, and process/policy/technology changes)
• Proactively identifies best practices/initiatives to scale or apply to other like Health System owned customers to drive growth / improve customer experience
• Evaluates interaction trends and proactively develops and implements improvement programs
• Develops & maintains customer-specific documentation to support account management (e.g., operations manuals, account profiles, customer contacts, SalesForce, Altify etc.)
• Ensure customers are aware of any changes to offerings related to processes and procedures, including operation and business management changes
• Develop, lead, and drive operational solutions to customers, solicit feedback and actionable inputs internally/externally based on the initiative. (e.g., Cencora’s Distribution Ordering Platform , ISO, Cart Optimization, Tote Consolidation, Cencora Connect)
• Collaborates with other teams to develop Health System specific initiatives; proactively identifies potential risk(s); develops and implements strategies to mitigate identified risks; manages issue resolution process
• Prepares commercial operations presentation segment and participates in comprehensive customer quarterly business reviews in partnership with sales by providing financials, initiative milestones, and service metrics
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate initiatives/milestones
• Provides back-up coverage to support team members while they are out of the office. 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

Skills

• 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 requires three-five plus years of directly related and progressively responsible experience
• Ability to communicate effectively both orally and in writing; able to present information professionally and effectively to customers, associates, and management
• Lead strategic planning initiatives and manage projects to ensure alignment with business objectives, successful execution, and measurable outcomes in a cross-functional environment
• Working knowledge of artificial intelligence (AI) tools and emerging technologies, with the ability to apply them to enhance business processes and operational efficiency
• 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 able to courteously interact with customers to ensure a positive customer experience
• Demonstrated consultative skills and ability to effectively facilitate groups to consensus; ability to create trust and confidence quickly
• Demonstrates a proactive 'can do' attitude
• Excellent follow-through skills
• Strong interpersonal skills: ability to develop and maintain collaborative working and business relationships

Benefits

• Medical, dental, and vision care
• Backup dependent care
• Adoption assistance
• Infertility coverage
• Family building support
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Training programs
• Professional development resources
• Mentorship programs
• Employee resource groups
• Volunteer activities

Company Overview