Account Manager – Product Expansion

Role Overview

• 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 stakeholders to effectively service the customer.
• Plans, executes, problem solve and monitors initiatives that have direct impact to internal 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, 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.
• Performs related duties as assigned.

Requirements

• 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

Benefits

• medical, dental, and vision care
• comprehensive suite of benefits focusing on wellness
• backup dependent care
• adoption assistance
• infertility coverage
• family building support
• behavioral health solutions
• paid parental leave
• paid caregiver leave
• variety of training programs
• professional development resources
• mentorship programs
• employee resource groups
• volunteer activities