Manager, Strategic Growth Accounts Customer Success

Cardinal Health, headquartered in Dublin, Ohio, is a global healthcare services and products company. They are seeking a Manager for Strategic Growth Accounts Customer Success to lead a team focused on enhancing the customer journey and maximizing value for clients in the pharmaceutical supply chain.

Responsibilities:

• Directly manage, coach, and develop a team of Account Specialists (supporting primary business under $20M) and Secondary Account Specialists (supporting secondary accounts of all sizes)
• Foster a high-performing, customer-centric team culture that aligns with Cardinal Health’s mission and values
• Provide ongoing mentorship, performance feedback, and support to front-line employees to ensure they have the tools needed to succeed
• Design and execute a comprehensive, scalable account management strategy specifically tailored to our Growth Accounts
• Serve as an escalation point for complex customer inquiries, ensuring rapid and effective resolution
• Listen to customer needs to uncover opportunities for Cardinal Health to provide additional value to their organization with our solutions portfolio
• While not a sales specific role the position will partner with sales and solutions teams to generate qualified leads, positioning Cardinal Health solutions that solve specific challenges for these growing healthcare systems
• Track and report on key performance indicators (KPIs) related to account retention, customer satisfaction, and solution adoption
• Collaborate closely with Customer Success and other functional leaders to ensure strategic alignment across the broader Customer Success organization
• Act as a voice of the customer internally, advocating for process improvements and resources that benefit Growth Accounts

Requirements:

• Advanced experience in account management, customer success, or sales, preferably within the healthcare, pharmaceutical, or medical device distribution industry
• Advanced knowledge of Pharmaceutical Distribution (including specialty Pharma) services and systems
• Proven track record of people leadership and team development
• Demonstrated ability to build and execute strategic account plans that drive revenue retention and growth
• Strong analytical skills with the ability to identify trends, generate leads, and make data-driven decisions
• Strategic vision. Ability to move beyond maintaining the day to day to not only identify opportunities, but create new processes, deploy new ways of working and upsell
• Excellent communication and interpersonal skills, with a passion for delivering exceptional customer experiences
• Any experience managing organizational change is a major plus