at Cardinal Health in Dover, Delaware, United States
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 currently have a career opening for a Customer Success Account Manager.
Travel During initial customer onboarding, ( OCT and NOV 2024) overnight travel expectation is 2-3 days per week. After this phase overnight travel will occur quarterly with the volume of accounts predominately located in the southeast (GA, AL, FL, SC) with accounts also in MO, VA, WV for a particular IDN
Location Fully remote
Overview Account Management is responsible for cultivating and maintaining on-going customer relationships with an assigned set of customers while facilitating renewals when applicable. Provides new and existing customers with the best possible service and recommendations in relation to maximizing PVA compliance with Partners Cooperative, Vizient GPO , and its members, supporting a team and their customers' escalations in various Cardinal related service requests, and improvements to internal and external processes. Provides product service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.
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 healthcare Integrated Delivery Networks ( IDN ). 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.
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 travel.
+ Prior customer facing experience required.
+ Pharmacy experience or overall pharma operations understanding is required.
+ Ability to problem solve and develop key relationships with external and internal customers
+ Excellent organizational skills
+ Experience communicating in front of business leaders
+ Strong Analytical and Reporting capabilities
+ Strong process management and account management skills
+ Experience building relationships via the virtual world as well as in person is a must.
What is expected of you and others at this level
+ Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
+ May contribute to the development of policies and procedures
+ Works on complex projects of large scope
+ Develops technical solutions to a wide range of difficult problems. Solutions are innovative and consistent with organization objectives
+ Completes work independently receives general guidance on new projects
+ Work reviewed for purpose of meeting objectives
+ May act as a mentor to less experienced colleagues
Anticipated salary range: $65,500 – $98,100 Bonus eligible: No Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being. Medical, dental and vision coverage Paid time off plan Health savings account ( HSA ) 401k savings plan Access to wages before pay day with myFlexPay Flexible spending accounts (FSAs) Short- and long-term disability coverage Work-Life resources Paid parental leave Healthy lifestyle programs Application window anticipated to close: 6/1/2024**_*if interested in opportunity, please submit application as soon as possible._**
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply. Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law. To read and review this privacy notice click here (
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