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Cencora · 9 hours ago

HS&SS Account Manager

United, PA

Full-time

Hybrid

Mid, Senior Level

$74K/yr - $106K/yr

3+ years exp

Cencora is focused on developing and maintaining profitable relationships with large strategic health system customers. The HS&SS Account Manager will serve as the primary point of contact for these customers, ensuring their needs are met and delivering a positive customer experience through effective issue resolution and operational excellence.

Emergency MedicineEnterprise SoftwareHealth CareMedicalPharmaceutical

Responsibilities

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

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 solve 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, ABForce, 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., ABCOrder, ISO, Cart Optimization, Tote Consolidation)

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 by providing financials, iniative 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

Performs related duties as assigned

Qualification

Customer relationship managementProject managementStrategic planningAnalytical mindsetCustomer service skillsCommunication skillsTeam playerInterpersonal skills

Required

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

Strong verbal and written communication, strategic planning, and project management skills

Ability to communicate effectively both orally and in writing; able to present information professionally and effectively to customers, associates, and management

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 customer 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

Demonstrated project management skills, including the ability to lead, manage, & support multiple projects with diverse scope in a cross-functional environment. Experience in organizing, planning, and executing projects from vision through implementation

Strong interpersonal skills: ability to develop and maintain collaborative working and business relationships