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Cencora · 5 hours ago

Account Manager

Columbia, SC

Full-time

Hybrid

Entry, Mid Level

$58K/yr - $85K/yr

2+ years exp

Cencora is a company focused on providing services and solutions in the pharmaceutical distribution sector. The Account Manager is responsible for building long-term relationships with customers, resolving operational issues, and maximizing customer satisfaction through effective communication and collaboration with the sales team.

Emergency MedicineEnterprise SoftwareHealth CareMedicalPharmaceutical

Responsibilities

Builds a long-term business partnership with each assigned customer based in trust and confidence that their needs and issues will be addressed and resolved in a timely and professional manner

Acts as a consultative business partner, continually identifying opportunities to improve the customer’s business through increased utilization of Cencora service/programs/solutions

Proactively anticipates, investigates, and resolves customer issues (e.g., stock shortages, customer invoicing, etc.) in the field and/or remotely via phone. Responsible for “end to end” total issue resolution and developing and executing an independent plan to ensure customer satisfaction

Surfaces customer needs through a strong knowledge of the customer’s business and deep relationship and identifies potential Cencora programs/solutions opportunities that would benefit the customer’s business (e.g., GNP, specialty services, add on software modules and services, etc.). Enrolls customers in programs/solutions and helps them get the most out of their involvement through regular visits and/or discussions

Provides input to and ensures that Account Management efforts are aligned with the overall customer business plan that is updated on a quarterly basis. Continually stays connected with other members of the sales team to identify opportunities and highlight potential pitfalls. Coordinates and ensures positive customer experience with other Cencora groups (e.g., User Services/IT, CARE, Support, Integration, Implementation, Product Development, etc.)

Trains and offers advice to ensure customers maximize the value of their Cencora solutions, with a particular focus on effectively utilizing features of Cencora programs and advising customers on Cencora systems and solutions

In collaboration with the Sales Executive and District Director helps to create, plan and execute customer business plan

In collaboration with Customer Care, User Services, Customer Maintenance, and Sales Executive, works to continually improve the customer satisfaction as measured by the SRA

Effectively and efficiently manages the assigned territory with a regular call cycle that results in the delivery of appropriate/defined customer touches while also making off-cycle, discretionary calls, as situations require

Coordinates closely with Sales Executives, Inside Sales, Customer CARE, and other departments to present a cohesive “face” of Cencora to the customer

Logs all customer and key internal interactions in SalesForce on a timely and continually basis to identify opportunities, facilitate issue resolution, periodic reporting and coordination

Monitors nightly product shortages and PRxO Generics product switches working with the DC-based supply chain management group to ensure proper inventory is available or on order for their accounts as needed

Develops and demonstrates a comprehensive knowledge of customer invoicing, payment terms, collections and customer payment history as necessary to assist Accounts Receivable as required from time-to-time

Develops and maintains working knowledge in all industries, along with the regional territory, through the use of Cencora training, District Director mentorship, sales executive collaboration, industry information and company literature

Works directly with District Director, Business Development Managers, Sales Executives, and corporate sales associates to transition newly acquired business to the individual territory assignment

Must be willing to travel extensively (including overnight travel) within the assigned customer base and geographic territory; travels to events such as conferences, national and regional meetings

Performs related duties as assigned

Qualification

Account managementCustomer relationship buildingProject managementElectronic ordering softwareMicrosoft ExcelAnalytical skillsInterpersonal skillsOrganizational skillsCommunication skillsProblem-solving skills

Required

Requires a demonstrated track record of successful in-person account management skills within a defined territory and customer set resulting in a high level of customer satisfaction

Must be comfortable working independently with customers, and regularly applying business judgment to application of company policies

Broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year bachelor's degree or equivalent work experience

Normally requires a minimum of two (2) to four (4) years related and progressively responsible experience

Ability to build strong in-person customer relationships

Strong interpersonal skills and ability to work as a cohesive account team

Strong organizational skills, attention to detail and reliability

Ability to work independently with limited direct supervision

Ability to regularly use business judgment on applying company policy

Ability to prioritize and manage multiple projects and complete them on time

Excellent probing skills

Excellent project management skills

Excellent grasp of electronic ordering platform software

Good decision-making skills

Good analytical skills, including familiarity with Microsoft Excel