Cardinal Health Sr. Consultant, Acute Account Management in Dublin, Ohio

What Account Management contributes to Cardinal Health

Account Management is responsible for cultivating and maintaining on-going customer relationships with an assigned set of customers. Provides new and existing customers with the best possible service and recommendations in relation to billing inquiries, service requests, improvements to internal and external processes, and other areas of opportunity. Provides product service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships.

Accountabilities

  • Primary corporate contact for 3-4 large, national (cross regional) IDN customer accounts
  • Demonstrates advanced knowledge of customer relationship management, sales, and operations functions
  • Demonstrates deep customer expertise; collaborates with appropriate parties to identify the drivers leading to business success.
  • Customer's Corporate Office’s Primary Point of Contact for problem resolution and project identification
  • Ability to handle sensitive situations and/or information in a professional manner
  • Provides comprehensive level of customer support by explaining products/services
  • Coordinates and Performs Quarterly Business Reviews with customers
  • Understands and is the Subject Matter Expert for Customer Prime Vendor Agreements
  • Ensures contractual compliance to Customer Prime Vendor Agreements
  • Communication management

  • Facilitate communication between the customer and Cardinal regarding service level, product availability, and high level service issues in order to ensure greater customer satisfaction and ease of doing business with Cardinal

  • Communication with Cardinal departments and functions (IT, Finance, Accounting, SPD),
  • Participation in Director and Buyer cadence calls, committees, and meetings.
  • Coordination of a Cardinal and Customer steering committee
  • Primary point of contact between implementation processes and customer, manages the implementation from beginning to end for new onboarding of customers
  • Coordinates and works with the Core Account Managers to ensure consistent service level and experience and to quickly address customer issues
  • The role will be 30% tactical / 70% project

Reporting

  • Reporting of performance measurements to track and sustain continuous improvement for initiatives and routine business needs
  • Analysis of Cardinal Health and customer data to provide helpful information for business decisions to both parties
  • Create joint value for both Cardinal and the customer by:

  • Identification of savings opportunities, capturing data, and reporting the savings achieved

  • Decreasing reliability on secondary sources by improving service level and product availability,

Issue Resolution

  • Ensures that customers have a positive experience; commits to meet or exceed customer expectations.
  • Provides appropriate level of customer support on complex customer issue
  • The customer advocate and liaison back into the Cardinal Health organization (field sales, customer service, implementation, contracts, and operations, inventory, and accounts payable/disputes) to drive operational excellence and maximize customer loyalty.
  • Ability to work across all functional areas representing the Voice of Customer (VoC) to enhance the customer experience.

  • Business Acumen within Pharma in one or more of the following areas:

  • FSS-E (Credit / Collections)

  • Contracts/Pricing (Facilitate pricing process alignment/customer file maintenance/clean up)
  • Inventory Issue Resolution and Alignment
  • Warehouse Operations
  • Customer Service

Project Management

  • Manages more involved customer transactions with a focus on project initiatives and quality improvement
  • Project management

  • Identifies opportunities across the acute distribution business and internal departments to improve and deliver exceptional customer experience

  • May apply Lean Six Sigma trained skills and methodologies to project initiatives
  • Identify opportunities to improve efficiency while providing flawless transactions, services and products

  • Responsible for identifying, quantifying, qualifying, tracking, and evaluating customer pain points and opportunities for improvement.

  • SOP/BDP identification and replication throughout customer base as required
  • Implements, measures, and evaluates the effectiveness of protocols, programs or deliverables

  • Compares measurement results to standards

  • Works to understand complex functional situations by breaking them down into smaller piece

Qualifications

  • Bachelors degree required
  • Advance degree preferred
  • 6-8 years experience in related field, preferred

What is expected of you and others at this level

  • Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects
  • Participates in the development of policies and procedures to achieve specific goals
  • Recommends new practices, processes, metrics, or models
  • Works on or may lead complex projects of large scope
  • Projects may have significant and long-term impact
  • Provides solutions which may set precedent
  • Independently determines method for completion of new projects
  • Receives guidance on overall project objectives
  • Acts as a mentor to less experienced colleagues

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.